On the 2nd of July i visit their store located at Indira circle where Mr. Nikunj is managing the store, i hand over my phone Lenovo K900 which was not charging for some reason despite of several attempts and was not starting along with a Nokia old model which fell in to water for repair. we discussed the cost involved and with a commitment of calling me if there is any extra cost for extra work i kept both my phones there to be sent to service center.
On the 4th of July i receive a call from the service center for the password of Lenovo K900 which i provided to the gentelman on the other side, i tried asking him if its working and if itcan be repaired but he said we have just switched it on and we will keep u posted if need be, i was at least happy that the phone is alive, no news on Nokia yet.
On 8th of July after i followed up at the service center to know the status they said we have already sent both the device back to the store, i asked if the phones are repaired ? he said no its not and the reason is mentioned in the job card which you will know at the store, i said fine.
On the 9th i visit the store to collect my phones, Mr. Nikunj who collected the phones was busy with customers so another gentleman Mr. Kunal (i guess that was the name) attended and i gave them the slips i had for collection of my phones, he hand me over both the phones saying it could not be repaired and upon my asking for reason he read something on the piece of paper (apparently the job card they say) scribbled in blue ink and says sir this device could not be repaired at all, referring to Lenovo, i asked why is that? he said the motherboard of the device which is the heart of the smartphone is dead, i did not want to buy that as an answer so i asked if it could be replaced? he said no sir there is nothing tat could be done with the phone, its dead! i did not even bother to argue for Nokia and i collected both the dead bodies and decided to take it to the authorized service center.
i visited the Lenovo authorized service center who diagnosed the phone with in 15 min and came to me with the problem, solution and cost, adding that who ever has opened this device before me have damaged a part, the problem was the charging socket of the device, solution was replacement of it and my phone was up and running in less then 1 hour 45 min without any data loss or any kind of extra cost, isn't that wow?? now i decide to go back to Poojara store to get a clarification on the diagnose and the nervous team directed me to service center which is located just above the head office a bit far from there.
as i was curious to know if there was something written on my forehead which they have seen to give me such a lame excuse not to repair my phone or was it that i had not shaved that day!
i visit the service center and met Mr. Rana who was the customer service head there and called out for Mr. Gopal Chawada who seemed to be the head of service center, initially as expected the heated argument went on for some time but after making few phone calls Mr. Chawada agreed that even tho there is no damage done to device from our end but surely there is wrong information and reason was given to you which is false and unacceptable.
i said fine now that you have realized your mistake i do not need a compensation or money from you but i need an apology letter from you for the misleading information and careless customer support of yours, he conveniently took down my details and said it will be done and we are sorry for the inconvenience, we departed on a positive note and i was happy that i positively pointed out a loophole in the system which they could repair as our favorite brand.
on the 10th of July the disappointment continues when i receive a call and a lady on the other side asked for my name saying she is calling from Poojara Tel and wanted to apologize for the inconvenience caused to me but we can not issue an apology letter to you as our head is not ready to issue one. ( I hope they know what an apology letter is as the lady did not even know how to pronounce it)so i have called to apologize she said, i asked who are you as in designation and she was not sure i suppose, i just left the conversation there as i was busy hoping for some positive response which has not appeared so far.