I purchased a Blackberry Curve 8900 Smartphone from PlanetM Pune (M.G. Road branch) on July 13, 2009 with 2 years warranty built-in. (I do not wish to post my IMEI number on a public forum for privacy purposes)

Unfortunately the handset developed a problem with the trackball, wherein the scroll down function was malfunctioning and I just couldn\'t scroll down as much as I tried. So all my browsing abilities or navigation abilities were restricted to my utmost frustration.

I called Redington in Pune and was instructed to approach the reseller from whom I bought the phone, ie. PlanetM (M.G. Road branch).

I called the PlanetM outlet on M.G. Road based on the numbers in my bill and warranty card and was told (I was connected to a store executive called Praveen) to backup all information and wipe my phone before bringing it in.

When I took the phone in, I was not provided a service request acknowledgment reference number / support reference number or for that matter any way in which I could use a process based system to track my service request.

Since this date, I have called the PlanetM outlet on a daily basis to assess the current status of my phone. The last time I was able to speak to the same executive, Praveen, I was informed that all support requests take 8 - 10 days as the phone is sent to Bangalore by Redington.

Even so, I have no means of assessing what the current status is as I\'m told by Praveen that he will go to the service centre and update me. I am still waiting to hear from him about my phone. He graciously informed me that he has kept my memory card with him, as the phone is to be handed over to Redington without it. I was not informed of this by the executive who took my phone (in the absence of Praveen) at the PlanetM outlet.

I am appalled that Redington and in turn RIM runs such a shoddy and unprofessional service mechanism for customers, especially as RIM attempts to penetrate the Indian market with new devices and to build its brand equity here.

I fully intend to lodge a case with the Consumer Forum within 48 hours and highlight the glaring lacunae in the support process of RIM, Redington India and its reseller partners to the media if I do not hear back directly from Redington or its chosen channel (in this case PlanetM), within the above mentioned period.

I consider this a serious lapse and a contradiction of the reputation that RIM attempts to perpetuate within the subcontinent.

After paying so much money for the phone and becoming dependent on the premium services that I am paying through my nose to subscribe to, a premium customer service process is the least that I should expect from RIM and its support partners in India.

Thoroughly disgusted!

Yours,

Srikiran