Getting a refund from Matrix is not easy at all.
The day I called up Matrix for a phone, they turned up right next day in my office with a phone, sim, etc. I must admit that then I was really impressed with their prompt service so when they asked for Rs. 10K deduction on my credit card, I authorized them willingly. I went to US with Matrix phone and found the connection quite ok there. On return, I gave them the phone etc. immediately.
However, I did not get any bills in next 30-45 days. So I called up the lady who had come to my office earlier. She said there is a billing cycle and bill will be there shortly. Thereafter, I had to call her almost on a weekly basis and after 2-3 weeks, I got a bill of about Rs 3K. So, I called her again to find how and when the remaining 7K will be refunded. She told it will be done in a week’s time. This was almost end of June08. When nothing happened for 2 weeks, I called up again. She again said she will look into it and the refund will be done in a week’s time. No refund, no calls for next 2 weeks. So I called up yet again. Same answer. Same state again after 2 weeks. By now, it was end of July 08. One fine day I called up the same number and a man picked up this time. He said that the lady has left. Then he said you have a total expense of not Rs 3K but of Rs 7K and said I should have got not one but 2 bills. On my request he then send another bill totalling my expense to Rs. 7K.
Then this chap said he will forward the request to customer cell in Lucknow and the refund request to finance. No refund came. I had to follow up with another call. This time I got a call from Lucknow. The lady there talked about two bills and said she will ask to release the amount immediately and whether I wanted a cheque or refund to my credit card. I said credit card. But few days later I got a cheque with my credit card number. But they had mentioned WRONG bank. Instead of ICICI they mentioned correct credit card number but with HDFC bank. So, I emailed her about it. And she said courier the cheque back. I protested why they needed to have the cheque couriered but she said cannot proceed to make a correct cheque till the earlier one is sent back.
I couriered and finally after 3-4 months and a huge number of calls to Matrix and useless tasks like couriering their wrong cheque back, I got the refund.
I will never use Matrix. They were very prompt in deduciting money and giving me the phone but horrible when it came to refunding.