LAVA International Ltd. - Xolo Care service is very poor. Not giving me a proper resolution since a month.
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Complaint by: saipavan on August 27, 2013, 4:53 pm in Mobile and Cell Phones

Dear Sir,

This is regarding my mobile handset Xolo X900 bought on 23rd August 2012 for Rs. 20999/-. IMEI Num:********0211693.

Problem Description : My Mobile Xolo X900 has a touch screen problem and hence given it at the following collection point "Gems Court, bs#27,no.14,Khadar navas khan road, nungambakkam Chennai" for service as per the customer care executive instructions on 16th of July 2013. It should be noted that it has 1 year manufacturer warranty.

Resolution Offered:Either they will refund me an amount of Rs.8200/- or a new hand set of Xolo Q700 worth around Rs.10000/- will be given as a replacement because Xolo's X900 production is stopped and my mobile is non repairable.

My Decision: I am demanding for Xolo X1000 mobile. My point of concern is Q700 has less features when compared to Xolo x900. X900 has intel processor , 8 MP rear and 1.3 MP front cam whereas Q700 has quadcore processor(not an Intel one), 5MP rear and VGA front CAM and hence i am demanding for Xolo x1000. Also, when i bought a mobile for 20999/- and when it is still under warranty why i should get convinced for a refund of 8200/- or a new mobile Q700 that has less features.

Other concerns:

1. Whenever i call them for a status update there will be an answer saying our service team will get back to you in 24 hours but never i got a call back without an escalation from my side.

2. As per the latest conversation on 17th of august, an executive named Harminder told me that he will escalate the issue to his senior but till now there is no response from them.

3. Service is not at all customer centric,very very poor and i am getting frustrated doing repetitive calls getting neither a call back nor any improvement in status if at all i get a call back to my luck.

4. I am literally begging for some contact to escalate but they are denying saying that it is against the policy. All the time i have only one answer "we will call you once we have some update".

Could you please look into this and help me in getting a new mobile Xolo X1000 as a replacement to my non repairable handset Xolo X900 as it has warranty when i submitted the same at the collection point.

Thanks in Advance and i request you to help me in this.

Thanks&Regards,
Saipavan
+91-********69.

Complainant's Goal: New mobile Xolo X1000 as a replacement to my non repairable handset Xolo X900
Complainant's Target: LAVA International Ltd.,
Complaint Location: IndiaTamil NaduChennai
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Recent Comments
8.
Mon, 06 Jul 2015  Harish Kumar

Sir,
I bought this mobile on 26th June, 2015 and gift to my wife, as she went out for holiday. We bought mobile late night 10.00PM and her train was at 3.00AM. She was very happy to see fantastic mobile. But after few hours, phone went off automatic and behave weirdly. She came back on 5th July and we went to dealer. Bansal Electronics Sec-22 Chandigarh, He said he cannot do any thing, and said go to service center . So today 6th July, I went service center in Sec-47C, in Sec 47-C Mr. Mukesh Bhandari incharge refused to replace the defective piece and said to left the mobile for atleast 10 days and they will repair the same. I feel, , they clearly cheat me. I got defective piece and it can happen, but now instead of replacement of the same, they will repair it and take 10 days..its unacceptable. Please resolve my issue ASAP.
Regards,
Harish Kumar
********40

7.
Mon, 20 Oct 2014  mayank

my last post on 9-oct-2014 but still m not get any revert from xolo care,,,

I purchased a new handset deliverd on 20-aug-2014, from flipkart online, on cash payment, in the begging my handset got hang with in a 1 week, handset is XOLO QT 1000 OPUS 2 in black, now m facing problem is using handset, my start power button working so hard, even i change my back cover case, but still m facing this problem,, i

6.
Thu, 25 Sep 2014 - Business Reply from - XOLOCARE (LAVA International Ltd.,)

Dear Mr. Saipavan,

Greetings of the Day!

Thank you for addressing your grievance to us.

This is in reference to your email dated 27/08/2013 regarding XOLO Smartphone X900 .We trust your complain has been resolved and no further issues at your end.

For any further query or feedback, please contact us at care@xolo.in

Warm Regard’s

Bharti Singh Rawat
XOLO Care
www.xolo.in

5.
Mon, 03 Mar 2014  velmurugan

I have suggest to all my friends for not use of Xolo smart phone, because Xolo services is very very poor and no body can proper answer of any mail.
We had sent my hand set for resolving xolo Q2000 touch, phone heating, camera & other issue from 08/02/14 but after 20 days no received any satisfied answer about my phone as per XOLO care committed repairing time was only 5 days but they are wrong commitment.
so i have request to my friend please don't purchased xolo phone for future problem

thanks
velmurugan
+********2244

4.
Sun, 10 Nov 2013  saurav

very poor poor bad service

3.
Mon, 21 Oct 2013  karan rathod

I have sam problame and my cell has all time througt network problem and i vesit at xoli service center but they dedn't give me proper resolution and their sevice is thirdclass.......so dont perchase xolo handaet.......

2.
Mon, 23 Sep 2013  Navin Carpenter

I have suggest to all my friends for not use of Xolo smart phone, because Xolo services is very very poor and no body can proper answer of any mail.
We had sent my hand set for resolving xolo A 500 camera & other issue from 13/9/13 but after 14 days no received any satisfied answer about my phone as per XOLO care committed repairing time was only 5 days but they are wrong commitment.
so i have request to my friend please don't purchased xolo phone for future problem.

Regards
Navin Carpenter
0********20

1.
Tue, 27 Aug 2013  saurabh

I have submitted (they didn't collected it from my door step) my xolo 1000 sixteen days back to collection point and i haven't received a word yet. they don't give u contact neither they call u .( they claim to get work done within 5 days ) . call centre people escalate ur complaint for every 48 hours and don't have status report. i have already visited there collection point three times (every time they call me). worst ever customer care , not at all customer friendly.