YU Televentures Pvt. Ltd. (YuPlayGod) — Problems with YU Yureka Mobile and Phone Support (Reference Ticket id: 1018008 and 1076488)

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Mumbai City, Maharashtra

I had purchased YU Yureka during March 2015 and phone had several problems (Heating, Battery Draining, issue with Proximity Sensor, low volume), hence I contacted YU Support ([protected]) several times, they had provided me solutions like to restart phone in Safe Mode, upgrade phone to latest version, remove battery and keep it aside. I was also promised "Callback within 48 hours", which didn't happen and I received callback from them after 15 days. I couldn't attend call due to personal reasons. Later I got SMS from them that "We tried to contact you, however, as you didn't respond our call, we're closing the case, which was very annoying for me. As the problems continued, I had sent them an email to get replacement. I received response from them and was informed that I will receive refurbished device as an replacement, for which I didn't agree and was promised another callback within 48 hours. I didn't receive any callback from them and received refurbished device, which also had problems like Battery Draining, Heating, Camera Flash not working. Also it had dent on upper-right side corner. I reported all the issues by calling them and had long conversation with one of Supervisors, Mr. Mehul, who asked me to send photos for damage and assured promised callback within 30 minutes after receipt of photos. I didn't receive a callback for 2 days and also didn't receive response for email. Hence I again called them after 2 days and again had a long conversation with another supervisor, Mr. Rohit, who also assured callback within 48 hours. I had asked them to provide me new box packed device or refund. They asked me to claim refund from Amazon.in, which is just sales-partner for them. They repeatedly kept saying that they will send another refurbished device, as they don't have any refund policy or policy to provide new box packed device, Also, Mr. Rohit informed me that there won't be any faults in refurbished device and it will work much better and would not have the faults which I had reported. I asked him to provide guarantee that there won't be a single fault in another refurbished device, for which he replied, if there is any other fault found, I need to call them and they will replace it again with another refurbished device, Please help me to resolve this issue at the earliest: Below is the entire communication thread for email conversation: ===== On Fri, Jul 17, 2015 at 9:51 AM, YU Support wrote: Hi Mayuresh, Reference Ticket ID: 1094975 Thank you for emailing YU Support. This email is in reference to the concern regarding refurbished device of your Yureka device. We regret for the inconvenience caused to you. In response to your email, we would like to inform you that we provide refurbished device only this is our policy, if you are facing any issue regarding refurbished device we can again give you a replacement. Kindly refer to forums.yuplaygod.com for any support related queries. Best regards, Nausheen Khan YU Support On Fri, 10 Jul at 1:47 PM, Mayuresh wrote: TO YU, Reference Ticket id: 1018008 and 1076488 I HAD CONVERSATION WITH ONE OF THE SUPERVISORS, MR. MEHUL ON 8TH JULY 2015 REGARDING REFURBISHED DEVICE RECEIVED, WHICH HAD ISSUE RELATED WITH HEATING AND BATTERY DRAINING, AND ALSO HAD A DENT ON IT ON UPPER-RIGHT SIDE CORNER, FOR WHICH I WAS ASKED TO SEND PHOTOGRAPHS AND I WAS PROMISED BY MR. MEHUL FOR A CALLBACK WITHIN 30 MINUTES AFTER RECEIPT OF PHOTOS. MY QUESTION IS HOW MANY TIMES YOU WILL MAKE FALSE PROMISES?????? FORGET ABOUT PHONE CALLS, IT SEEMS YU HAS ALL SHAMELESS STAFF AS THEY DON'T HAVE COURTESY TO RESPONSE TO EMAIL OVER PAST 2 DAYS. HENCE I HAD TO CONTACT THE SUPPORT AGAIN AND I HAD ENDLESS CONVERSATION WITH ANOTHER SUPERVISOR, MR. ROHIT, WHO SAID ME THAT AGAIN YU WILL SEND ME ANOTHER REFURBISHED DEVICE WHICH WILL 100% TESTED AND WORKING, WHICH I WAS INFORMED DURING LAST TIME AS WELL, THAT REFURBISHED DEVICE WILL BE MUCH BETTER AND TESTED, WHICH WAS NOT. HOW MANY TIMES, YOU WILL SEND FAULTY DEVICE WHICH HAS EITHER DAMAGE OR HAS DISCOVERED SOME DIFFERENT FAULT? THIS WILL HAVE NO LIMIT AND NO END. FOR CURRENT REFURBISHED DEVICE, APART FROM DENT ON UPPER RIGHT CORNER, I HAVE EXPERIENCED ANOTHER FAULTS: 1. CAMERA FLASH NOT WORKING 2. HEATING AND BATTERY DRAINING ISSUE (WHICH IS FROM DAY 1 SINCE I PURCHASED YUREKA) 3. UNABLE TO COMPOSE MESSAGES AND TYPE RECIPIENTS AS IT KEEPS ON FLASHING CONTINUOUSLY AND ENDS AFTER FEW MINUTES I ASKED REFUND OR NEW BOX-PACKED DEVICE SEVERAL TIMES, BUT YU DON'T HAVE SUCH POLICIES (THE POLICIES ARE MORE IMPORTANT THAN CUSTOMERS NEEDS). MR. ROHIT ASKED ME TO CLAIM REFUND FROM AMAZON, WHO IS JUST SALES PARTNER AND NOT MANUFACTURER OF YUREKA. I DON'T UNDERSTAND, HOW YU CAN ASK TO GET THE REFUND FROM SALES PARTNER, IF THE MONEY IS PAID AND TRANSFERRED TO YOU. UNTIL I RECEIVE ANOTHER REFURBISHED DEVICE FROM YU, I HAVE NO CHOICE AND HAVE TO USE FAULTY DEVICE. FOR YU IT SEEMS THAT ALL CUSTOMERS LIKE ME ARE BEGGERS AND YOU DON'T VALUE YOUR CUSTOMERS, AS YOU HAVE ONLY SINGLE SOLUTION FOR ALL PROBLEMS: SEND ANOTHER REFURBISHED DEVICE WE WILL DISCOVER NEW FAULTS, REPORT THE INCIDENTS AND AGAIN GET REPLACEMENT OF ANOTHER REFURBISHED DEVICE. I AM GOING TO SEND LEGAL NOTICE AGAINST THIS INSTANCE AND ENSURE THAT I GET MY REFUND + LEGAL CHARGES FROM YU. ALSO, I WILL PUBLISH THE ENTIRE INCIDENT ON SOCIAL NETWORKINGS (FACEBOOK AND OTHER SOCIAL SITES), TO AWARE ANOTHER USERS, NOT TO PURCHASE YUREKA PHONES. I DIDN'T WANT TO GET IN LEGAL PROCEEDINGS BUT YOU HAVE ENFORCED ME TO DO SO. NOW, LET'S MEET IN COURT. MAYURESH A. CHODNEKAR +91-[protected] / +91-[protected] mayuresh.[protected]@gmail.com [protected] Forwarded message[protected] From: MAYURESH CHODNEKAR Date: Wed, Jul 8, 2015 at 2:42 PM Subject: Re: Complaint against Customer Support and Fake Promises - I'M VERY MUCH DISAPPOINTED WITH YOUR SERVICE - I REALLY HATE YU SUPPORT! To: YU Support To whom it may concern, Reference Ticket id: 1018008 and 1076488 I had received REFURBISHED device which has dent on upper right corner and also heating and battery draining issue still persists. Attached herewith are few photos for dent on upper right corner. I NEED NEW BOX PACK DEVICE OR 100% REFUND Regards, Mayuresh Chodnekar +91-[protected] / +91-[protected] mayuresh.[protected]@gmail.com On Thursday, July 2, 2015, YU Support wrote: Hi Mayuresh, Reference Ticket id: 1018008 Thank you for emailing YU Support. This e-mail is in reference to the query regarding the refund of your Yureka device. We regret for the inconvenience caused to you. In response to your email, we would like to inform you that YU does not have policy to provide refund/compensation. Moreover, we can replace your Yureka device in condition, there is a hardware fault or faults that cannot be rectified through troubleshootings. Kindly refer to forums.yuplaygod.com for any support related queries. Best regards, Abhishek Kumar YU Support On Thu, 2 Jul at 2:06 PM, Mayuresh wrote: If you can't give me new box packed device, then process refund of amount which I have paid, I will NOT ACCEPT REFURBISHED DEVICE under any circumstances and I will get some other phone. I DON'T WANT TO STAY WITH YU ANYMORE. Please send me cash of Rs. 8999 and collect your device back. YU DISAPPOINTED ME A LOT..GOODBYE FOREVER On Thu, Jul 2, 2015 at 1:44 PM, YU Support wrote: Hi Mayuresh, Reference Ticket id: 1018008 Thank you for emailing YU Support. This e-mail is in reference to the query regarding the new Yureka device. We regret for the inconvenience caused to you. In response to your email, we would like to inform you that YU does not have policy to provide new device. in the replacement. Moreover, we would like to inform you that the refurbished device is same as of new device with quality checked/assured. Kindly refer to forums.yuplaygod.com for any support related queries. Best regards, Abhishek Kumar YU Support On Wed, 1 Jul at 7:56 PM, Mayuresh wrote: To whom it may concern, Reference Ticket id: 1018008 and 1076488 I had called YU Care Customer Support Number: [protected] to enquire about replacement of device as mentioned in below email. I came to know that I will get another refurbished device as replacement, which was faulty device earlier and used by someone else and later it was repaired. This is totally UNACCEPTABLE. If your device is faulty, how can you send another faulty and repaired device??? I have paid Rs. 9000 and have Right to get new Box-Pack device if the device is faulty, and my phone is in warranty period. I am not a BEGGER to get refurbished device. Either you send me new Box-Packed Device which is 100% tested and working and collect your old device, or, Just give me refund of Rs. 9000 which I have paid and get your device back, I don't want to use it. I will look for another better phones which have similar price and BETTER AFTER-SALES SUPPORT. Your AFTER-SALES SUPPORT and your PRODUCTS both are of poor quality. I HAVE LOST TRUST WITH YOUR COMPANY. 1018008