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Complaint against HTC for inefficient after sales service

I submitted my HTC handset desire 516 at the Dadar Mumbai HTC Service Centre (New Tech Solution). There were two issue – 1. Caller’s voice being very very low and 2. the back camera screen being damaged. The device is within warranty period, purchased on 30th June 2014.

It was confirmed at the time of handing over the device that I will receive an quotation email within 4 working days from HTC. However no email received till date.

When followed up on 27th with HTC customer care, an email revert was confirmed within 48 hours. However, post 48 hours also no email / call from HTC. When again followed up on 29th Oct, yet again it was confirmed that the complaint was escalated and I will receive a revert for my complaint within 24 hours. However, it din’t happen so, again no revert from HTC.

On 30th Oct, I again had a chat conversation with HTC representative for my complaint. Again it was promised that HTC representative will get back in touch with me on the same evening with the feedback. However again neither I received a call nor any email. (The screenshots of the conversation attached herewith)
Further on 31st Oct again I called HTC Call centre, reiterated my complain for the 4th consecutive time to representative name Fxxxxxxe. Entire story again. I was put on hold for nearly half an hour. At the end of that call Fxxxxxe confirmed a call back in 5-10 mins. I gave three options to deliver my handset correctly repaired by end of next week, a replacement or reversal of my money. He did call back only to inform that there will be no replacement but since the part was not available the quotation was sent and now according to their system I will receive a quotation by 4th Nov.
When I asked for assurance, It was told that it was what the system is showing and there cannot be any assurance.
It’s been close to a month’s time and I (consumer) is just following up for the after sales service and yet not received any assurance.
Hence I request the Consumer Court to escalate the complaint, address the issue and get me a solution at the earliest.

Mugdha Gajare
6/1 Ahmed Sailor Bldgs New Naigaon Rd, Dadar East Mumbai 400014, Maharashtra
Email: mshelatkar@gmail.com / 31/10/2014 / 9:01 pm

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