Unfair trade practices, Defective Product and Defective services
Complain ID : JGJN017508 26
Mobile App Complaint
Complaint Date : April 20, 2016
- State : Maharashtra
- City : Pune
- Address: Leela Apt,
I bought Microsoft Lumia 640 XL LTE mobile online on EBay on 9th Dec. 2015. Right from the day one it was having problem. I send request for refund under “E Bay Guarantee” which they refused as Manufacturer’s warrantee was in place. Then I approached to Microsoft service centre, and submited the Lumia for repair on 2nd Jan for call hanging, network related and other issues.. Daily I was calling the centre but no got response.
After continuous follow up, On 16th I got call to collect my mobile which was sent to Bengaluru, India service station for repair.
When I checked repaired mobile, I found the call hanging problem in the hand set was not resolved. The problem was in the mother board and unnecessarily touch screen of my mobile was changed.
Again the hand set was sent to Bengaluru for repair. This time mother board was changed.
2. After receipt of the mobile when I checked there were heavy scratches on the panel where battery is fitted. I showed this at service station. After large follow up again it was sent to Bengaluru centre where they changed the panel. After lot of phone calls, mails and follow ups I got the mobile which was also having scratch marks on the same place. Then I refused to take delivery and intimated to Microsoft’s help line also mailed photos of damaged mobile. Till date mobile is with Microsoft’s care centre @ Pune, India.
3. I have wasted lot of time and money on calling to Microsoft’s call centre and mailing.
4. Too much Mental harassment from Microsoft.
5. For more than 4 months mobile is with your care centre for repair.
6. There is no time bound work activity. This is not expected from a company like Microsoft.
7. No proper escalation.
8. Wrong commitments. Intimated 4-5 times by call centre when I called that new device is replaced from Bangluru and got the same mobile with changed motherboard.
9. No coordination between your departments. Keep on making false commitment number of times.
10. Standard answers :- a. “At the earliest” b. “you will be called back in 24 hours” and c. “you will be called back before 7 today” customer is called only for record purpose. Just to show customer was called.
11. Customer is totally ignored.
12. Care centre do not take responsibility to check and handover the mobile to customer. I checked the mobile and intimated them that it is having the same problem for which it is submitted.
13. Very very slow decision making process in Microsoft.
14. Very poor after sales service support
15. First touch screen changed unnecessarily, then mother board changed, then scratch marks on the panel, again scratch marks on the panel
After continuous follow up, On 16th I got call to collect my mobile which was sent to Bengaluru, India service station for repair.
When I checked repaired mobile, I found the call hanging problem in the hand set was not resolved. The problem was in the mother board and unnecessarily touch screen of my mobile was changed.
Again the hand set was sent to Bengaluru for repair. This time mother board was changed.
2. After receipt of the mobile when I checked there were heavy scratches on the panel where battery is fitted. I showed this at service station. After large follow up again it was sent to Bengaluru centre where they changed the panel. After lot of phone calls, mails and follow ups I got the mobile which was also having scratch marks on the same place. Then I refused to take delivery and intimated to Microsoft’s help line also mailed photos of damaged mobile. Till date mobile is with Microsoft’s care centre @ Pune, India.
3. I have wasted lot of time and money on calling to Microsoft’s call centre and mailing.
4. Too much Mental harassment from Microsoft.
5. For more than 4 months mobile is with your care centre for repair.
6. There is no time bound work activity. This is not expected from a company like Microsoft.
7. No proper escalation.
8. Wrong commitments. Intimated 4-5 times by call centre when I called that new device is replaced from Bangluru and got the same mobile with changed motherboard.
9. No coordination between your departments. Keep on making false commitment number of times.
10. Standard answers :- a. “At the earliest” b. “you will be called back in 24 hours” and c. “you will be called back before 7 today” customer is called only for record purpose. Just to show customer was called.
11. Customer is totally ignored.
12. Care centre do not take responsibility to check and handover the mobile to customer. I checked the mobile and intimated them that it is having the same problem for which it is submitted.
13. Very very slow decision making process in Microsoft.
14. Very poor after sales service support
15. First touch screen changed unnecessarily, then mother board changed, then scratch marks on the panel, again scratch marks on the panel
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