Have you ever purchased Micromax mobile and are you satisfied with their after sales service?

Have you ever purchased Micromax mobile and are you satisfied with their after sales service?

One of the consumer has purchased a Micromax mobile model A78 through e-shopping during July 2012. The consumer has a problem from the day one. The charger was defective on its receiving the box. Nothing done by the service provider despite several complaints.

His woes did not end here. After few days, the mobile instrument itself stopped functioning. He went to a service centre at Lajpat Nagar, Delhi after taking details of service centres from their website. The service centre informed him that they do not repair smart phone. Now first question is why the company web-site do not have such details. Anyhow he was diverted to a service centre at Kalkaji, New Delhi who created a job sheet No. SALDL003R3794 dtd. 20/11/2011. The mobile phone is yet to be made functional. The service centre says a part has to come from the company. The complaint was escalated to the company three times and their responses are reproduced below:

on 30th November 2012:

"Thank you for your Email, We would like to apologize for the inconvenience caused to you, and we are escalating your details to the Escalation team and they will revert to you as soon as possible.     

For any further Assistance and Query you can contact us on the Customer Support & number given below:

01144770044

You can also log onto our website for information www.micromaxinfo.com

Assuring you with best of our services and we value your association with us."

on 3rd December 2012:

"Thank you for your Email, We would like to apologize for the inconvenience caused to you, due to the delay in servicing your product.

  We have escalated your case to the concerned team on priority basis , so we request you to kindly cooperate with us in this matter and you will be receiving resolution from us soon.

For any further Assistance you can log onto our website www.micromaxinfo.com and contact us on customer care number:011-44770044

Assuring you with best of our services and we value your association with us."

on 5th December 2012:

"Dear Valued Customer,

"Thank you for your Email, we apologize for the delay in updating the service support status of your Case. Please be assured that our team is working on the same. We would get back to you with the exact status shortly.

We thank you for your patience.

For any further Assistance you can log onto our website www.micromaxinfo.com and contact us on customer care number:011-44770044

Assuring you with best of our services and we value your association with us."

These responses did not come on their own through any pro-active approach of their staff but have been responded to the complaint escalations three times. The company telephone number given above does not gets picked up. Now the question is if the company has such a poor after sales service why the customer should think of buying such a product.  The number of days that have elapsed from the date of handing over the set to the service centre is already 18 days. The service centre still do not have any commitment as to when the set would be ready for delivery. The email responses are stereotype and the content seems to be not reflecting the service policy. The set could not function even for a month from the date of its purchase which was purchased during July 2012 i.e one month out of 5 months ownership.  Is that the company's benchmark of service standard? Or the company is irresponsible towards the consumers after selling their product. The non-availability of the part can not be excuse for such a poor service.

While I am assisting the consumer to get redressal to the complaint and even if any assistance is required to take up his case with the consumer forum will be done, meanwhile the perspective consumers who wish to buy Micromax brand mobile phone may please consider their decision in the light of the experience and specially if I go through the facebook find many consumers suffering from their after sales service. We equally believe that Consumer forum is not the solution to get the redressal and we in the first instance believe to get a redrssal from the company itself. However, if need is there one should not hesitate in taking up legal remedies.