Complaint Details

Status	:	Closed
Complaint No	:	0037844/2014
Category	:	Consumer Goods
Date	:	26-12-2014
Subject Line	:	Refusal to repair fault of mobile under extended warranty
Complainant	:	praful r naik
Address	:	d-101, 10 kasturkunj, ics colony, bhosale nagar
Complainee	:	Mobile store limited
Address	:	Niyshoi park 2, sanghvi nagar, bremain chowk, aundh

Complaint Details
I had bought a Blackberry Z10 mobile from the Mobile store Aundh, Pune on the 03rd march 2013 @ Rs 42790/-. I also took an extended warranty for this mobile by paying Rs 870/-. On the 26th Oct 2014 morning, while trying to make a call from the mobile, it suddenly went dead and I could not restart it. I was in transit and out of Pune and returned to pune on 28th Oct night. I took the mobile to the mobile store where I had purchased on the 29th Oct 14 and the store after finding that the mobile was covered under extended warranty, asked me to give it at the Blackberry service center. The blackberry service center informed that the original warranty had expired in sept 2014 and they are not responsible for the extended warranty. I wnet to mobile store again and they accepted the handset and issued a repairs job sheet (enclosed). I went to the store on 23rd Nov after being informed that the same has come back from repairs. I tried switching on the phone and could not do it. After informing this to the store manager, he started looking into the mails and showed me a mial dated 04 Nov that the repairs was not taken up as the phone had a damaged body (copy of mail dated 04 Nov 2014 with photo enclosed).When the store in-charge showed me the damage photo, I was surprised that the repair division did not even know that what they claimed as damage was actually original design of the phone. Realizing the doubtful intention of the Repairs division to put some fictious excuse and not honour the warranty, I wrote a complaint on the reapirs job sheet and gave back the handset for addressing the problem. I went again to the store on the 28 Nov 2014 after receiving their call and on that day I was told that the repairs division had further investigated and now they have found that their was internal damage due to water seepage and the extended warranty does not cover any liquid damage. I was completely taken by surprise and I asked the sotre to give me a print out of both the mails. I was shoked to onitce that the second mail was dated 5th Nov 2014 and it showcased a photo showing some damage resulting from liquid. I now realized that the store had no intent to honor the warranty and therefore demanded the print out of both communications. The store in-charge reluctantly handed me the print outs after defacing the mail addresses of the responsible people who may have given the decision to send such a mail. Enclosed is the 2nd mail dated 05th Nov 2014 with the photo depicting damage. The entire manner in which the store and its repair division handled my complaint was a sham with no intention of rectifying the problem which was and is still under the warranty for which money was collected from me at the time of purchase of the mobile set. The mobile never came in contact with any liquid or water and it was functioning okay till 26th Oct night. The mobile handset was using the number 9822477789 and it can be very easily confirmed that the mobile was functioning and in use. It suddenly went dead on the 28th morning because of some internal fault and now the repairs division is conveniently stating that the fault is because of liquid damage. How can liquid damage happen if the mobile never came in contact with any liquid. Moreover, when I bought the phone, I had asked for the extended warranty. I was told that the extended warranty will cover any repairs occurring due to fault in the handset. I was never told that the faults happening from specific reasons or body damage are not covered. This is clearly a case of cheating and intention of not honoring the warranty. There is a complete lack of clarity at the stores which led them to direct me to the Blackberry service center. I wasted the whole day in going to the black berry service center and then returning to the mobile store to make them accept their mistake and take over the handset for repairs. Apart from the agony and time wastage, I think the aspect of warranty and paying for it has no meaning if such kind of tactics are used to fleece money out of customers. I request CFBP to take this matter up strongly with the owners of Mobile Store chain and get suitable compensation along with the replacement of the faulty handset. I also request CFBP to take this matter strongly with the mobile manufacturer - Blackberry who have conveniently shunned away from the responsibility of faulty product provided by them.

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