[Resolved]  Xolo — XOLO X1000 Battery Got swollen

Address:

Mumbai City, Maharashtra

I bought a Xolo X1000 phone from Andheri West Mumbai on 14th of May 2013. IMEI - [protected]. I was promised 'ONSITE' warranty for the phone while purchasing it!!! The phone battery started troubling me in April 2014 (Overheating, quick discharge, frequent requirement of charging, etc). I reported this to the XOLO helpline on several occasions since, they advised me to download some battery saving application DU Battery saver, etc alternatively asked me to contact the Vile Parle Service Centre of XOLO (I told asked about on site warranty as promised and they said that it never existed!!). I did whatever they said, downloaded the app. Called the service franchise called MOBOCARE, they did not answer or reply. I went there personally to realise they were shut. Then I went to the Malad Franchise to realize even they were shut!! I am a working person and cannot afford to visit these service centres after missing work which I did to realize that they are shut. Malad Franchise shut, Vile Parle Franchise is shut!!! My phone was dying and I could see that (My phone was not at all swollen at this stage, worked perfectly normal) until one day, it stopped getting on or charged. I reported this to the Customer care, must have called them almost everyday since. I revisited the Vile Parle Franchise as a last hope (in May 2014), to my surprise I found people sitting there and one of them said we are not functional. I insisted them to help me and that I have been troubled for over a month now, that's when he had a look at my phone and said your phone battery is swollen. It needs to be changed. That person did not know how to open the lower sleek plastic part of the phone which holds the sim card, etc to which I helped him. While closing the part himself while I was talking to the person's colleague, he broke that plastic part which I saw on the way back home! How could someone at the service centre do something so grave and not inform me?? Further, the battery kept swelling each day and that it pushed the display to damage it (the screen started going yellow at the edges) which was never the problem before. The person said "this phone is rare, spares take time to come. I can't take your phone, go to some other franchise and ask them to get a battery, it should take 15 days to a month." My question is, how can a person do without a phone for two months?? How difficult is it to get a battery of a phone?? All my contacts, messages, e-mails, important notes have been locked in the phone since and till date I haven't been able to access them! Also my warranty lapsed doing all this running around the town, calling, yelling! XOLO call centre takes ages to pick a call, calls get dropped or they cut deliberately once they realise they can't help! How embarrassing is that?? More so, they haven't logged a single complaint on such a big matter, each time they said we don't log complaints as such! Yesterday, about 2 months since my phone developed a problem, I caught hold of a franchise at Ghatkopar which again didn't answer my calls on 13 occasions (line busy/not reachable, unattended, etc) took my call day before and asked me to come down to their office in Ghatkopar. Their office address mentioned on the XOLO site is absolute rubbish, I had to ask for their address, made a note of it and reached them after missing some more hours of work! They asked me to submit my phone which I did. They called me up in the evening and told me that my phone battery needs to be replaced (RS. 1200) and also the display has been damaged (Rs. 6500). They said you could use the phone without changing the display (the screen might look ugly) but there is no guarantee that the screen wouldn't go worse. Could someone at XOLO, who are on a Mission Million, etc tell me, is this the level of service, service centres you'll had left the customers to? I bought the most expensive XOLO phone available in market then for this? Who will pay for my damage? When is my phone going to get fixed? Your lack of facility, careless approach, inefficient call centres, spare part unavailability, all led to my phone damage! I want my phone fixed please! You'll have anyways harrowed me to the extent that I will definitely make sure my matter is heard! Please resolve my problem ASAP!!!