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सफलता की कहानी / Success Story #2001691

NCH Docket No.: 2001691 Dated: 2020-05-03 Sector: Electronics Products
Problem Reported: Consumer had given his out of warranty Mobile handset to the company’s authorized service center for repairs on 26th November 2019 as the display was not responding, there were sensor and software problems. After keeping the handset for close to two months, the service center informed that the handset cannot be repaired. This phone was replaced during the warranty period for the same problems and thereafter he had never given it for any repairs. On receiving the unrepaired handset, he saw that the display was not in the condition in which the handset was submitted for repairs, it was much worse. Now the company claims they cannot repair the mobile.
Escalation by NCH: As the company is a convergence partner of the National Consumer Helpline, the company responded to the grievance that “the company had offered to exchange his handset with another model at a special price OR 40% refund of handset purchased value, which the consumer accepted and the same amount was transferred to his account. Customer confirmed to the Regional Service Team that he had received the amount in his account.”
Consumer Remark in INGRAM: Received satisfactory resolution. Thank you, consumer helpline. Without your intervention, this wouldn’t have been possible.
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