Foreword to INFIBEAM. The following is a review, an account of reality shared on a public forum. It would be a step towards improvement of your service levels, if you respond with issue resolution rather than one of your standard cut and paste job as in 365+ responses on this site.
The point of this narration is to alert the prospective customer. The loss so far is 7199 spent on the product, many hours of calls and e-mails, and at least Rs 300 on talk time calling Infibeam.. The time spent is more than valuable. The issue is a defective Xolo phone. Minor issue really, which is about a back cover not snapping into place. It was meant to be a gift, but I cant gift a phone with its rear threatening to strip at any moment. We are at DAY 64 today.
Management at Infibeam, if you exist, do you see / care about whats going on?
E-mails and phone calls are on record.
Thank you Infibeam for this disgusting experience.
REVIEW
I was initially impressed with the Call Center agent’s politeness, order taking efficiency, and delivery time. Excellent. The problem starts if you have to deal with Infibeam beyond this.
To start with, the product delivered was faulty. Of course one can not hold Infibeam responsible because the product, in this case a XOLO phone, was delivered sealed, obviously sealed by Xolo.
Anyhow, the defect being apparent on opening the package, I called up Infibeam, who were very polite (some of the Agents on Call poor chaps, do try pretty hard to follow training, ) asked me to send them photographs by e-mail, also to contact XOLO. Xolo, many calls and e-mails later practically disowned the product, and shunted me back to Infibeam.
==When you buy on-line you could be in a position where you call up the Vendor, and the Manufacturer, and never know who is going to own up responsibility if you have a problem. Also. I wonder if the discount offered by Infibeam (and other websites) on products could be because the items that they receive to dispatch to customers are seconds, or otherwise shady. One never knows and that is why its prudent to question how come websites deeply discount some products. ==
To continue, Infibeam, , many more e-mails and calls later ( and since Infibeam does not have a Toll-free number, each call adds up to your cost) took a few days to arrange shipment back to them through Aramex. I was instructed to print out an address label mailed to me and keep the package ready. Aramex picked it up 3 days later than the scheduled pick up date.
By the time of pick up around 12+ days have passed with a product that I could not use, and had paid for.
In subsequent calls to Infi, and I am told various stories including being instructed firmly to have patience, and also that they have received the product, it has been attended too, and will come back to me. Etc.
BLATANT LIES. Because 15 days after sending the item to Infi, it did come back, package UN-opened and UN-delivered by Aramex since the Address mailed to me by INFI (which is on record.) is a location not operated any longer by Infibeam. As stated by an agent at Infibeam. So how come the same guys at the call center gave me the story of it being attended to, and in their warehouse? Etc. Because in reality upto this point in time, 2 weeks after return dispatch to Infibeam, they had NO TRACK of the product location and were faking responses. It had actually never reached their office because of the wrong address above.
A few more calls and INFI now realizes its bungle so I have to ship the product back to them to another address freshly mailed to me. The pick-up happens 3 days later than scheduled because of another mix up within Infibeam about courier companies assigned to the job. Aramex And Blue Dart are both assigned, Aramex does not turn up.
Status now, many more such events later on 27th May, Day 45 after placing the order, is :- ......, "please note that the brand care (Supplier/XOLO) takes 10-15 days to rectify the issue" This Huge issue going on for more than a month is guess what? Replacing the plastic rear panel of a Xolo A700. God knows what would happen if it was anything else.
Now, the phone possibly comes back after a fortnight, which is around 60 days (at least) after ordering and paying for it. 2 dispatches to them, numerous phone calls plus e-mails and never being sure of what happens next.
So if you want to deal with INFI, be-warned since this is a repeatable sequence..
You may have to call them like 50 times, each call being at your own cost, get varying stories, blatant lies, have an item you have paid for being in courier-limbo, Warehouse-limbo, service-limbo, system-limbo, basically any old excuse.. God forbid, if you really want to use something you have paid for, you may end up getting very frustrated.
Can you afford this?
Do you want to chance this with Infibeam? It is a recurring reality.
Beware. The continuing saga........ 65 days now.
JUNE 18TH. DAY 65
Many more calls ti Infibeam, No resolution and they are still asking for time to sort out the issue. It has been 2 months since I have paid for the phone, it is still with them. Infibeam has not committed a date for issue resolution.
MAY 30th. Of course INFIBEAM has Not responded to this review, since they can only offer the customary apologies and do nothing concrete. The issue is Status Quo.
UPDATE 27th MAY. DAY 45 3 phone calls, + mails, today. Karan at Infi insists that another 15 days is possible due to the "system" and of course I cant get my money back, no matter if I paid for the phone long ago, and have been taken for this nice long ride. A mail from Harshil A’ with standard apologies states the same, with the buck being passed on to XOLO. Rohan is the politest and proactive. I do appreciate these guys, but there is no resolution yet. it is ’in process’
Therefore with Infibeam, the company, typically you are in for No service, No product , money and time wasted. . A substantial number of reviews on Mouthshut are about the same issue.
So be prepared for a couple of months of not using/possessing something you have paid for , etc.
Mail Excerpt, latest.. This is to inform you that we have already handed over the product to XOLO care for replacement of the back panel of your product. However, please note that the brand care takes 10-15 days to rectify the issue.... etc
. UPDATE 22 May. DAY 40 The net result of a 13 MINUTE CALL, Cost Rs 7.82, (just one of many) is that Shrikant, the Agent on-call acknowledges receiving the product a week ago but the system seems to have no update beyond this.
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