Complaint Details

Status	:	Closed
Complaint No	:	0005546/2013
Category	:	Telecom
Date	:	22-07-2013
Subject Line	:	Not repairing the handet
Complainant	:	ASHWANI BALI
Address	:	FC-72,2ND FLOOR SHIVAJI ENCLAVE
Complainee	:	Black Berry phones
Address	:	janak puri

Complaint Details
Hi

This is to inform you about the harrassment that I have been going through for the last 2 months.

I had submitted my handset for repairs with the blackberry service center in janak puri and its almost 2 months now I have not received it back.They called me twice to inform me that the handset has been repaired but both the times when I went to collect it the problem persisted. The last time I had asked them to give it to me in writing that they would replace the handset. The center mgr gave this in writing that the same will be replaced by the 20th however still there is no update.

Please find below the trail mail for your reference.

Please help me out here.

Regards,
Ashwani Bali
9958960999
Sent from BlackBerry® on Airtel

-----Original Message-----
From: ashbali27@gmail.com
Date: Mon, 22 Jul 2013 10:04:10
To: bbcare
Reply-To: ashbali27@gmail.com
Subject: Re: Worst Customer Service!!

Reminder!!

Still no status update??

Ashwani
Sent from BlackBerry® on Airtel

-----Original Message-----
From: ashbali27@gmail.com
Date: Tue, 16 Jul 2013 08:52:16
To: bbcare
Reply-To: ashbali27@gmail.com
Subject: Re: Worst Customer Service!!

Mamta

Please stop sending me these copy and paste,formatted emails.

I want a concrete answer to my query..

Ashwani
Sent from BlackBerry® on Airtel

-----Original Message-----
From: bbcare
Date: Tue, 16 Jul 2013 11:17:35
To:
Subject: RE: Worst Customer Service!!

Dear Mr. Bali,

This has reference to your email where you had enquired about the delivery
of your BlackBerry handset which was submitted at our service centre for
repairs.

We wish to inform you that the same was sent for higher repairs and is
expected shortly. We shall keep you posted with the tentative date of
delivery shortly.

May we apologise for this delay and request for your kind understanding
during this interim.

With Regards
Mamta Mehta
BlackBerry Care
Email: bbcare@hcl.com


-----Original Message-----
From: ashbali27@gmail.com [mailto:ashbali27@gmail.com]
Sent: 13 July 2013 16:57
To: bbcare
Cc: ashbali27@gmail.com
Subject: Re: Worst Customer Service!!

Hi

Well all your apologies have gone in vein because this is the second time my
handset was sent to Banglore for further repairs however still the problem
persists.

Your customer service really sucks!!!!

Look at the amount of mental torcher you guys have been giving me.

Now your service center manager has committed to give a new handset in
another 12 days so now my your TAT on this repair request has crossed almost
1 and half month.

I really regret the day I bought this handset.You guys are cheating people
and causing so much of trauma I can't even express.

I want you to provide me some other email to escalate this issue.


I have put in a complaint against your company on consumer forum as
mentioned in my earlier email.
Complaint no:#266270

I want a new handset to be delivered at my address mentioned below with an
extended warranty.
New Service request num:8002005468

Ashwani Bali
9958960999
FC-72
Second Floor
Shivaji Enclave
New Delhi-110027


Sent from BlackBerry® on Airtel

-----Original Message-----
From: bbcare
Date: Thu, 11 Jul 2013 15:36:53
To:
Subject: RE: Worst Customer Service!!

Dear Mr. Bali,

This has reference to your initial email dated 10th July 2013 with regards
to the issue highlighted by you.

We would like to inform you that your BlackBerry handset which you had
deposited at our service centre is now ready for collection. You can visit
our service centre between 9:30am to 06:30pm and collect the same on
priority.

With Regards

Mamta Mehta
BlackBerry Care
Email: bbcare@hcl.com


-----Original Message-----
From: ashbali27@gmail.com [mailto:ashbali27@gmail.com]
Sent: 10 July 2013 22:26
To: bbcare
Subject: Re: Worst Customer Service!!

Hi

I am really surprised at the TAT that your company adheres to respond to
customer concerns.

I think I have made the right decision to quit using BB.

I would request you to give me the status for my Handset.

Ashwani


Sent from BlackBerry® on Airtel

-----Original Message-----
From: ashbali27@gmail.com
Date: Mon, 8 Jul 2013 11:42:22
To: bbcare
Reply-To: ashbali27@gmail.com
Subject: Re: Worst Customer Service!!

Hi Mamta

The response that you have given me is not different from the service center
executives.

Its been over a month now and I don't have my handset.

What is the TAT that your team adheres to for such repairs?

Are you going to repair the handset or replace it as mentioned by the
service center rep?

What action are you going to take against the service center as they never
answer their phone?

What is the use of providing the phone numbers to the customers when they
never answer the call?


I want answers to these questions.

Regards,
Ashwani bali
Sent from BlackBerry® on Airtel

-----Original Message-----
From: bbcare
Date: Mon, 8 Jul 2013 16:53:11
To:
Subject: RE: Worst Customer Service!!

Dear Mr. Bali,

This has reference to your email where you had enquired about the delivery
of your BlackBerry handset which was submitted at our service centre for
repairs.

We wish to inform you that the same was sent for higher repairs and is
expected shortly. We shall keep you posted with the tentative date of
delivery shortly.

May we apologise for this delay and request for your kind understanding
during this interim.

With Regards

Mamta Mehta
BlackBerry Care
Email: bbcare@hcl.com

-----Original Message-----
From: ashbali27@gmail.com [mailto:ashbali27@gmail.com]
Sent: 06 July 2013 20:26
To: bbcare
Subject: Worst Customer Service!!

Hi

This is to notify you that I have been a victim of the worst customer
service possible by such a big company.

I purchased a BB 9900 Bold 4 last year which is still under warranty. The
handset was not reading the memory card so I deposited it in the service
center in Janak Puri,Delhi about a month ago. After 2 weeks I get a call
stating that I can collect the handset as it has been repaired however upon
checking the same problem persisted and hence I was promised a new handset
by the executive at the center incase the problem was not resolved in
another week. However after a week I got another message that the handset
has been sent to banglore for further repairs.Its been 2 weeks now I have no
information about the handset.

The biggest problem is at your service center as no one answers the phone at
that center.I was even provided the number for the center Mgr. Umesh who
also never answers the call.

I have been made to go through this trauma several times compelling me to
move on to better brands. I will ensure that at least people known to me
quit using BB.

I will be pursuing this legally now in consumer court. Please treat this as
a formal intimation.

Regards,
Ashwani Bali

Service Request num:8002004597

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