I Bought Da Vinchi shoes for Rs.4990 at Metro shoes store in Pune in Apr 2013. Used the pair once in the month of June and after the end of Monsoon, started using them beginning October /November 2013.
By the end of February 2014 the shoes gave up with an opening on the right side of right foot shoe. I was literally shocked to see this as after spending around 5K, the shoes could hardly be used for 4 months. I knew it was out of warranty period, but still wrote to Metro shoes customer care to mention the experience.
To my surprise, they were very prompt in response and asked me to send the pictures of the damaged shoe on e-mail. After acknowledging this, they asked me to deliver the pair at nearest metro store and offered a free repair service.
Upon delivery from my side at the Navi Mumbai store in Vashi and subsequent inspection at their quality unit, they offered me a 50% discount on the value of the original pair I purchased as I assume it was beyond repair. That meant I could take shoes worth Rs.2495 at their outlet.
It was indeed pleasing that they owned up for the quality of shoes sold at their store and entertained my request even beyond the warranty. During all this exercise, the customer care was very very prompt and quick in response.
Although it did not get me the original value of my purchase, it was convincing enough that the company entertained the request beyond warranty and gave me a replacement of my choice for the offered value.