I was really impressed by the way you have projected yourself as a customer-oriented company on your website. But sorry to say that I had a horrible experience yesterday at the above outlet.
My Moto Z plays handphone screen glass had partly come out and I went to the above outlet in the morning to get it fixed. The people took the phone, told me the estimate and I agreed( Rs.350/- service charges). They fixed the glass and had put 3 rubber bands to hold the screen and I was advised not to open the rubber bands for the next 1 hour or so. All these interactions happened with my wife as she had gone into the store and I was waiting outside in my car.
Now the problem starts
1.You have put a notice in your store that I should demand a bill for the money paid. Why should I demand a bill? Is it not the duty of the company to give me the bill for the money paid? Do you say the company will reward Rs.10, 000/- if the store does not give a bill?
2.The above was a much smaller issue. The bigger one is the following. After reaching home and as per the advice I removed the rubber band after about 2 hours. I noticed a purple dot on the left corner of the screen. I thought it could just be a small issue. by around 4.30 pm it had spread like purple bands across the screen. I called your above store to check. As expected, they asked me to go again to the store to get it checked. ( for your kind information, I stay about 12 km away from Jayanagar!) I went at around 7 pm in the evening. They took the handset saying that they will have to heat it and it would get set right and asked me to wait for about 15 mins. I don’t know the name of the attendant or the person repairing inside, but I only know that the amount was to be transferred to one Fayaz Salman Khan. I waited for more than half an hour hoping for a solution. Then the bolt from the blue came and they declared that the display of the handset is gone and I will have to replace it! And coolly they said it might cost about 4k. My contention was when I gave the handset in the morning the display was perfectly alright! So, rightly I demanded that they replace the display at their cost and not at mine.
3.Both of them ganged up against me and started telling me they are not responsible for what happens after the system was taken out of the store! They alleged that I might have meddled with the system and got the display damaged. Did they expect that I would sit in the store for the next 3-4 hours to prove that I had not meddled with my handset? Am I crazy to spoil my handset? They also claim that they would not be aware of the display being right or wrong when they fixed the glass. When I threatened them that I am going to complain and put it on social media, they said I can do whatever I want and post wherever I want and went on to say a lot of people threaten them with this, but nobody does it. What audacity!? This also indicates that a lot of people have problems with your company or at least your Jayanagar store. What do you feel sir?
Neither the people there are knowledgeable nor they are customer friendly. They do not admit that they should have told me in the morning that display could be a problem.
And only when I demanded a bill in the evening, the bill was printed and given to me.
So, my question to the company is
1.How, as a layman, I would know that the display was damaged earlier itself, mind it was perfect when I gave the handset in the morning
2.The least they could have offered is an apology and a refund of my Rs.350/-
3.Who would bear the cost of the replacement of the display which is unnecessarily costing me Rs.4k? I had managed the phone during the entire COVID 19 period of 5 months with no hassles. Does a professional organization ruin my handset and my peace of mind?
Whom do I approach for a remedy? The company? the consumer forum? Do I also post on social media?
I WROTE THIS COMPLAINT ON 15TH AUG TO THE COMPANY, OF COURSE, DID NOT EXPECT A REPLY. THE COMPANY LIVED UP TO MY EXPECTATION!