YU Yuphoria Moile (Micromax) Complaint No- 2267276 - Mobile not received since 8 Jan 2016

Hello,

This is with reference to my complaint with YU Yuphoria(Micromax) Company.

I have submitted my mobile on 8th Jan 16 at M/S Reliable Enterprises- Pune- 411035 (Contact No:- 8888867373) on 8th Jan 16 under WARRANTY REPAIR under jobsheet no W030439-0116-21227971 dated 8th Jan 16.

Till today I have not received my mobile from company and whenever I call service center number (18602122122) get the same answer again and again that I will receive my mobile soon. No one is giving me the exact date of delivery of my mobile since last 4 months.

Below is the summary of the complaint.



8th Jan 16:- I have submitted the mobile to Service Center in Pune. I was made aware that Company will take max 45 days from 8th Jan to repair mobile or get me an replacement. I need to contact Customer care for any clarification from that point. A Job Sheet W030439-0116-21227971 was handed over to me on 8th Jan 16.

~ 20 Feb 16:- When I called Customer care I was made aware my device is awaiting dispatch and I shall receive the device before 28 Feb 16.

11 Mar 16 :- When I called Customer care I was made aware my device is awaiting dispatch and I shall receive the device within next 7-8 working day. This is the first day I requested escalation point on the call however it was turned down as the executive was not able to transfer the call to escalation point.

19 Mar 16:- When I called Customer care I was made aware my mobile is awaiting dispatch and I shall receive he device within next 7-8 working days. On the same day I again requested escalation point to convey my dissatisfaction however executive mentioned that Escalation point/ supervisor is busy on other call so he is not able to transfer the call. Executive ensured me that I shall receive a callback from Escalation point within next 72 working hours.

25 Mar 16:- 1:00 pm When I called Customer care I was made aware that my device is awaiting dispatch and I shall receive the device within next 7-8 working day. At around 1:15 pm executive suddenly mentioned that company has received the device under warranty repair on 9th Mar 16 and it will take another 15 working days from 9th Mar to dispatch the device to me. When I requested a escalation, executive given me the same answer that Escalation points/ supervisors are busy with other customers so I shall get a callback from escalation point with in next 4 working hours.

25 Mar 16 :- 5:30 pm When I called customer care for checking why I have not received a callback from Escalation point executive told me that you have not received the callback as Escalations points may be busy with the other customers and they are still busy with other customers so he will not be able to transfer the call. I may receive a callback from escalation point before evening and if not then before 12pm tomorrow morning. Executive suggested me to check with Service center where I submitted my mobile as why they took 2 months just to dispatch the mobile and why there was a delay. He accepted that once I receive the jobsheet its Company's responsibility to handover me the mobile within next 45 calendar day. He said company is responsible but they will not check with service center.

4 Apr 16:- I have called on 4th April and the call center agent is still not able to give me exact date of delivery for my mobile. Status is same under maintenance/ testing since last 4 months.

I have tried all the options (like call center number, Email) to reach company officials however no luck.

I am struggling to get answers for following queryies:-

1) When I will receive my mobile???
2) Why I am not able to speak to Escalation points since 11 Mar 16 till 4th April 16???
3) Who can help me to do management level escalation to get an update on why it took 87 days where as it should take max 45 days to close the loop???
4) Who will take the responsibility of investigating the delay of 60 days??? (Whether it was due to service center or due to company???)
5) How company will compensate me with for such a pathetic service and such a huge huge delay????

It was impossible for me to live without mobile after 4 months of delay hence I was forced to purchase a new mobile of cost Rs. 6,999 (Rs. Six Thousand Nine Hundred and Ninty nine only). Now I need Yu Yuphoria to compensate me for Rs 6,999 + Rs 10,000 for my mental harassment which I am under since last 4 months.

Can someone please help me.

My Details:-

Name:- Sachin Kollure
Mobile:- 9922448988
Complaint Company:- YU Yuphoria(Micromax)
Company Contact No:- (18602122122)
Complaint Number:- 2267276

Thanks & Regards,

Sachin Kollure.

9922448988