Dear Mr. Lalvani,
I have been a blackberry user for the last 4-5 years. My phone(in warranty period) was giving me trouble a month ago and so I happened to visit the Blackberry service center. Below is a brief account of my experience. I gave my phone for the second time on June 11 at BB service center in Sec 14, Gurgaon which is run by HCL Infosystems. I was told verbally and in the service jobsheet(Jobsheet no. 8016011672) by service attendant, Renu Aneja that it would take 1 day for repair and that I could collect my phone on 12th June. Next day, I kept calling the service center but could not get through. Apparently, the service center has only 1 contact no. 0124-4027407, which is constantly engaged or nobody answers. It takes about 20-25 attempts, on a good day, to reach someone(you should try this yourself for first-hand experience). Anyways, when I managed to get through, I was told that it was not ready and would take another day. On 13th June, I was informed that my phone cannot be repaired at the center here and so it needs to be sent to the head office in Bangalore, and that I would get it back in 7 days. My request for a standby phone was declined saying it was not available.
As per the commitment, I should have received the phone by 20th June. However, there was no communication from Blackberry whatsoever. After repeated attempts, when I managed to get through the service center no., I was told that it would take another 2 days. When I called up 2 days later, I was told it would still take some time, probably a week. I was amazed that this was spoken with zero concern for my convenience as if I was being done a favor. I tried to reason out with the lady that its my business phone and I’m completely dependent on it and would really appreciate if my phone could be repaired faster. But, she said this was not in her hands as the phone was in transit and would take 7 days. I was astonished that in today’s age, how can a courier take 7 days to deliver and that too from Bangalore but, as always, she had no answer. When I requested again for a standby handset, I was conveniently informed that it was out of stock and won’t be available for another few days. Since I had little choice, I waited for 7 more days and since I was not able to get through the service center phone no. after repeated attempts, I visited the center. The same lady Renu Aneja informed me that my phone had not been received by them as it was still in transit and should come by next day. Besides this, she had no logical explanation for delay and so I asked to meet her supervisor. I was told there was nobody in the center at that time. The manager Namit Saddi was unavailable. I waited for more than 1 hour but since there was still no sight of any manager/engineer at the center, I came back with nothing but frustration. There is no concept of customer call back. I am without my business phone from June 11 till today but nobody seems to be bothered.
Now, after waiting for 1 more day, I called up the center today and was told that this will take 2 more days. I want to tell you Mr. Lalvani that I am really really frustrated by now. Your services might be outsourced to HCL, but for me I bought Blackberry with certain promise of the brand and your company can’t leave me in the hands of HCL who have got no service orientation whatsoever. While many of my friends in the recent past have moved from blackberry to other fancier android phones, I was amongst the few who stuck to BB, but now I am questioning my decision. Is this the price that I have to pay for being loyal to your brand?
I am writing this with great hope that something concrete may happen. I am sure just forwarding this mail to HCL will not help.
regards
Saurabh Kashyap M: 99581-67715
PS: I had addressed the above letter to Sunil Lalvani, the CEO of Blackberry and mailed him 8 days ago. Till date, I have neither received a mail from him or from blackberry nor have I got my phone back. And, today it is exactly 1 month of my one-sided relationship with Blackberry service center.