I gave a Blackberry Z10 for service at Totoodo in JP Nagar Bangalore on Saturday, the 14th of November at 12pm. My problem was a broken display. Nandesh, the store keeper promised me to fix the phone and return it by 5.30pm the same evening. He also said that he'd give me a call.
I called him around 5.30pm, he returned the call by 7.30pm, and when I went to the shop we were made to wait for around 45 mins cause the phone wouldn't start. Apparently, it was a case of low battery.(I fail to understand, a phone service company, that needs to return a fixed phone, doesn't have the common sense to charge a battery before a customer arrives? Even a 10 minute charge would be sufficient.but it was not done!)
They asked us to come back to their shop in 1 hour time so that they could charge my battery. When I came back after an hour, they tell me that the board is gone now. Why is that when they fixed the display, they did not realize that the board is gone? Is no testing done before the repaired product leaves the service centre? I was upset because this is my office phone and it has technical data on it.
Nandesh promised that he'd fix the board and return it by Sunday 12pm. Come Sunday.12.00pm.no response.2.30pm.I get a call saying they still haven't got the phone and asked me to wait till 5.30pm. Around 6pm, I get a call saying that now my battery is gone and that needs to be replaced.
Now I'm thoroughly upset. Why couldn't the service personnel inform me of these things in the beginning? Isn't the battery and the board critical for a phone to start up? I started getting the feeling that I'm being cheated. I told him, please return my phone. I'll surrender my phone at work and let them take care of the damage. I told him, work from office has been pending for 2 days cause I've spend the entire weekend, waiting for my phone to be repaired. Nandesh promised me to replace my old display and return the phone by atleast 9.30. He claimed, he'd close the shop and go and collect the phone himself. However, at 9.30pm, he called up saying he wouldn't be able to get the phone and promised he'd give it by 10.30am on Monday and he'd have the phone delivered at my office. This is the second day wasted.
Monday.I get a call around 11.00am saying.he would give me a discount of 1000rs on the battery and complete my job for 6200. I stated the same to my boss, who asked the supplies manager to get a quote and we got a quote for 4000rs from the Blackberry authorised service centre in Koramangala. I told Nandesh, I don't need his service, just return my phone. He said.I'll bring it to your office in 2 hours, but he could be late. I told him.Its okay. I'll pick it up directly from the service centre at 6pm.
I reached there at 6pm and they're telling me to wait for another 2 hours and that he'll drop the phone at my residence or office. By now, I'm completely mad. Why should I trust a word he says when they've not kept a single word they have made? I didn't want to waste any more time on their incompetence. I walked out of the store with the half of my phone. The back panel and the screws are missing. Nandesh walked out and grabbed me my the shirt and there was a scene on the road. I asked him.why couldn't he return my broken display as promised and he started calling me a thief. Who is he to call me a thief when he has been lying to me the whole time? I told him call the police.but I don't think he did. He took a photograph of mine and I told him go ahead.
Observations:
I was told, I'd get an original Blackberry display. Then why does the display look and have Chinese writings on them like a cheap after market part?
If you are professional, don't you have the professional obligation to stick to your word? If you don't, why must I pay for your unprofessionalism?
I have 2.5 days of work pending due to unprofessionalism, which equates to roughly 22 hours of work. Who will pay for my losses due to your unprofessionalism?
Why is is that payment must be prompt but service can be lousy?
I have no intention of retaining your display. I don't have the time, patience, or energy to deal with your service centre that has been wasting my time for the last 3 days. I only want my display back and you can take your replacement part.
Also tell me.how will you compensate for the time you have wasted and the extra effort I need to put in(Which also costs money) due to your unprofessionalism?
- Thank You! We appreciate your effort.
