Apr 29, 2013 12:49 AM
4537 Views
I'm pasting my mail to Council for Fair Business Practice (CFBP). Once you read it, you get to know everything about it:
Hear my story of harassment and mental unrest after buying a phone from Reliance Digital.
My complaint is against Reliance Digital, Ambience Mall, Gurgaon.
I wanted to gift a phone to my wife on our wedding anniversary. I took my wife to the Reliance Digital store, Ambience Mall on 7th Jan, 2013. After going through few models, the salesman convinced me to buy ViewSonic3 phone by telling good things about its performance and market feedback. He also told me that Reliance Digital is providing after sales service for this phone, which proved to be a big lie later. For that matter, they just gave me the bill and no warranty card saying, only the bill needs to be brought to Reliance Digital store for any after sales service. I fell into their trap and bought this phone for Rs. 5999/-. And within one week, it started showing problem. Here is the list of problems:
• Within 2-3 days of use, a black horizontal line appeared on the LCD. The black line was coming due to a defect in the LCD as even after restarting the phone and restoring factory settings, didn’t go.
• The phone hanged every now and then. It used to hang even during calls.
• The phone’s reception started showing problem. Every now and then, a cross-mark would appear on the operator logo. Even when there’s full network, the voice would go up and down.
I immediately took the phone to the reliance digital store on 12th Jan, 2013, within seven days of purchase. And to my surprise, this time they told me that I need to contact the ViewSonic Customer care. This is contrary to what they told me at the time of buying. After arguing for long with the reliance digital people, I realized these people are cheats! My hard-earned money is wasted! I requested them to take the phone back and issue me a credit note, they refused saying their company policy does not allow return of mobile phones. I was very disappointed with this. Why would I need to take a new phone to customer care within one week? It was a manufacturing defect.
I requested them to at least give me an acknowledgement copy of my complaint, but they refused to do so. They didn’t even give me any acknowledgement number of my complaint. When they did not co-operate, I just took the number of the ViewSonic Service Centre and left. After contacting the ViewSonic Service Centre, I came to know that their service centre is in Nehru Place, Delhi, which is quite far from my place. They asked me to bring the phone. However, as I was very busy that time, I could not go immediately. After few days, I managed to visit the service centre (Intarvo, G-4, 5, 6 Chandra Bhawan, Nehru Place, New Delhi. Phone: 011-30683880/81) on 13th Feb, 2013. Now, another episode of harassment starts.
They took the phone saying will be repaired within 1 week. However, I had wait for 2 weeks, they called me on 23rd Feb asking us to collect the phone. On the same day, 23rd Feb, I went and collected the phone. The lady at the reception told me that we have been given a new phone. She even showed me the IMEI number. However, after reaching home, I realised, they gave me an used phone. The phone even had somebody else’s email account configured. I’m attaching screenshots of the same. This, first of all a lie from the ViewSonic Service Centre and secondly, a negligence on their part regarding a customer’s data privacy. The person whose email was configured should sue Intervo for this. If it was not a sensible person like me, the data could have been misused. Now I’m fearing they must’ve done the same thing with my phone! This is what they do as solution! They just swap the faulty phones! And this phone is also faulty! Because, they didn’t fix it! They just gave me a second-hand phone!
Here are issues with the recent phone:
The USB point is loose and faulty!
The the screen does not rotate properly when I rotate the phone.
The phone has voice-clarity problem; people cannot hear me clearly.
In this situation, both me and my wife cannot go through this harassment anymore. I didn’t want to gift a faulty phone to my wife on our wedding anniversary! And when I gave it for repair, they gave me a second-hand phone! Come on! How can I gift a second-hand phone to my wife on our wedding anniversary! I didn’t pay to get a second-hand phone! These people have no rRajeev_Vermact for people’s emotions!
Now, I want my money back. It is my hard-earned money. Both me and my wife have already suffered a lot for past two months. Within 2-3 days of buying a new phone, we’ve been facing issues with it, and instead of coming to help the customer, Reliance Digital and Intarvo are behaving like ‘THIEVES’! Once a customer’s money goes to them, they cannot give it back! Where’s the consumer rights!
The CFBP sent a mail to the Manager of that Reliance Digital Store. I even received their auto-mail to coonfirm the receipt of my complain, but I've not received any response from them yet. Here's CFBP's mail:
CFBP
Council for Fair Business Practices No. 3512/2013 March 12, 2013
The Managing Director
ViewSonic Technologies India Pvt Ltd.
Unit No.2, 3 & 4 (Ground Floor),
Tribhuvan Complex,
Ishwar Nagar, Mathura Road,
New Delhi - 110065
Tel: +91-11-42603195-97
The Incharge
Reliance Digital
Ambience Mall, Gurgaon 122001.
Tel: 0124 4029099 / 4029113
Email: store_ggn.4044_cdit@ril.com
The Manager
Customer Cell,
Reliance Digital Retail Ltd.
Reliance Corporate Park,
WS 230, Building No. 4,
1st Floor, C Wing,
Thane Belapur Road, Ghansoli,
Navi Mumbai 400 701
Email: customersupport@resq.in
Dear Sir/ Madam,
Sub: Complaint of Mr. Samsul Ali
The Council has received a complaint from one of your valued customers Mr. Samsul Ali regarding defective View Sonic mobile purchased from Reliance Digital, Gurgaon.
The Complainant states that he purchased the mobile on 7th Jan, 2013 and within a week of its purchase started giving many problems. He further states that the Reliance Digital, Ambience Mall, Gurgaon refused to provide any replacement, refund and credit note rather advised to contact the ViewSonic Customer care. Why a Complainant should take his brand new phone to customer care within one week of purchase? The Complainant also states that the service centre didn’t fix the defects in the phone rather provided a second-hand phone saying it a brand new phone.
In the circumstances we call upon you to contact the complainant who has approached us and take necessary steps to resolve his grievance and thus avoid the situation to precipitate into litigation which would be besides your displaying Fair Business Practice attitude.
A copy of the complaint addressed to us is also enclosed for your information & kind consideration. Hope Fair Business Practices will prevail and you will avoid the complainant from approaching the Consumer Courts and address this communication with all the priority that it deserves.
Faithfully,
Asha Idnani
Chairperson, Consumer Grievances Redressal Committee
