I purchased the Xolo Q700 last month on eBay. I was really impressed by the specifications of this phone and all the positive reviews that it had received.
To my horror, I received a phone with a defective display (see picture attached).
I immediately called up Ebay, the Seller as well as Xolo customer care.
If you thought you would easily get a replacement from Xolo, you are wrong.
If you thought you would easily get your money back under Ebay’s policy, wrong again!
If you thought the seller will easily give you a replacement, wrong yet again!
Ebay’s policy covers only items which are not under the manufacturer’s warranty (by the way, which item isn’t??). The seller also says the same thing, so you are left with nothing but Xolo Care to fall back on.
At face values, it seems Xolo has a good customer care setup in place. But soon enough you find that Xolo only has "collection points" at which you can drop your handset. These points have no other responsibility other than acting as postmen between you and the Xolo Service Centre.
So you thought you could directly contact Xolo Service Centre? Wrong for the umpteenth time! Their call centre guys are not authorized to give you their contacts or addresses. Even their website does not list the addresses of their service centres! In fact Xolo has no actual footprint at all! All they have is a customer care call centre, who don’t have the slightest idea what goes on in the Handset service centre. This will leave you frustrated like there is no end.
I had submitted my handset on 28th June 2013. Every week I call Customer Care, I get the same standard replies from them "Sorry, the status of your handset has not been updated" "Sorry the status is shown as ’under repair’" "You won’t have to call us back again, you will get a resolution within 48 hours".
I have been "waiting for 48 hours" for almost a month now!