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| MSI service center is demanding rupees 10k for repairing my under warranty notebook |
| By: nitin jain | Jun 6, 2011 |
| View other complaints of : msi Laptop |
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Question : Dear Sir/Madam,
On 19 Dec. 2009 I bought a MSI Notebook whose Details are as follows :
Model: MSI Laptop CR 400
serial number : CR400X-0761NK0908000205
Vendor: Aryan IT Store ,(Aunit of ACP Distributors),
Address : LG-31,Somdatt Plaza ,The Mall,Kanpur 208001.
Tel: 0512-3248686 & 0512-2538801
Email: aryancom@vsnl.net
Booking Slip No. 168
Sale invoice no. : AIS/328
Book no.: 7
Unfortunately, your Notebook has not performed well & the service was inadequate because instead of resolving the hardware issues with Audio & Battery my laptop came back with a cracked LCD .I am disappointed because the product does not work properly, the service was not performed correctly & Moreover I was asked to pay rs.10000 for getting the laptop fixed under warranty .
Firstly,In response to my query i did not receive any adequate response .I have already replied to your representative about the technical problem i was facing and the model no. of course on 19 jun 2010 from my email id : tech4rnd@gmail.com .In spite of replying about 11 months ago from now no response was received from representative in charge or any other representative have responded to my queries sent via email .
I don't think so that after providing such a detailed description of problem along with the illustration, system information & Notebook model, there was need to question it again and again .still i replied to email id: lalit@msi.com about notebook model.
I mentioned exactly & clearly what problem i was facing .Any newbie can provide you the information after reading the email sent for very first time. I am sure your customer support rep did not bother to go through the email & such negligence is not expected from technical support of reputed Company like MSI .it is clearly visible that no ownership was taken for the issue concern by the department, which is a mandatory requirement for running customer support & rapport building . You people must be a part of solution rather than problems.
Since my problem was not taken care of i handed my notebook to your service center at:
Digit Computronics, 14/76-L, Civil lines, kanpur-208001.
Ph.: 2557804, 3291393
Receipt no. 640
Date: 2/07/2010
The problem i was facing with the battery and sound hardware on 2nd july 2010 as it was under warranty . My issues were not resolved and instead the notebook with cracked LCD was offered back to me after two months from date received, which obviously i did not accept.
The screen snapshots taken on the same very netbook on 14/06/2010 at 21:07 for posting on the online support service makes it evident that it was handed to the service center based at Kanpur with undamaged LCD Screen. Moreover the receipt given by Digit Computronics, 14/76-L, Civil lines, kanpur-208001 has clearly mentioned that problem was with audio and battery and LCD was nowhere in question .The service/collection center employees were rude, arrogant ,uncooperative & inhospitable .
Service station at Kanpur held the services center at lucknow responsible for it and agreed that the notebook was sent to service center at lucknow with LCD in good & working condition by courier .They had me talk with the supervisor in charge at lucknow whose name i cannot recall and the Area manager in lucknow service center namely : kamlesh (cell:09793136777).
Firstly they did not accept the fact & completely denied ,after long conversation with them they considered the case as a matter of mishandling on their part & assured me that the breakage happened because of the mishandling and that they have wrote to their delhi branch office regarding this issue and demanded the LCD for replacement . I followed them in anticipation of getting my notebook back in proper working condition as it should be, with no fault of mine.
I followed them for eleven months now & was told to wait as they are waiting for the LCD to be delivered to them in Lucknow from Delhi service center as soon as they arrange for one and your problem would be sorted out then. Week after weeks i was told to wait as it was going to take some time according to area manager Kamlesh (Lucknow service center),about a month before on cell phone he stated that nothing could be done for this breakage and that you have to pay rs. 10000 to get it fixed which was broken coz of the mishandling of our staff or team whatever or to forget your notebook forever.
The area manager Kamlesh (Lucknow service center) himself gave me an excuse few months ago that a different customer with same Notebook model as mine had got LCD damaged just like mine coz of mishandling & it was replaced thinking that it’s your notebook free of charge though he handed his laptop after a month from the date i handed my notebook .as explained by area manager kamlesh there shouldn’t be any cost involved in replacement of My LCD as well then why am I asked for money .It Doesn't make any sense to me, all lies. Such craps should be certainly kicked out.
Moreover both the service centers at Lucknow & Kanpur are not sure where my notebook is? That’s disgusting & so frustrating.
Anticipating that whosoever is reading this letter probably is not responsible for problem but may be very helpful in resolving it.I look forward to your reply and a resolution to my problem, and will wait until a week before seeking help from a consumer protection forum. Please contact me at my
Home Address: 43/88 ,Chowk ,Kanpur -208001
Cell Phone : 8005387676
Enclosed are copies of receipts, bill challan, model, forum post, system info, snapshots of troubleshooting results and other relevant information’s.
Sincerely,
Nitin Jain
Answer : Dear Nitin,
Thanks for sharing your inputs about the product. It is good that you are aware of your valuable consumer rights. It is duty of all concerned to give back product duly repaired with in a reasonable time. You can file a consumer complaint against company and service centre for deficiency in services. It is not unusual that companies are running away from giving proper consumer support. When it comes to post sale service, they come up with such lame excuses like it was physical damage due to consumer own negligence. In the first instance serve them a legal notice detailing your problems giving them a final chance of redressing disputed issues. Hopefully it will move them. If it does not work then you can immediately move a complaint before consumer forum. It is good that you have all the receipts and relevant documents. Do not forget to attach all the documents with your complaint it will certainly strengthen your case.
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