Dear Sir

This is second time I am putting up a complaint for the same reference to Consumer Portal. This is with reference to the Xolo phone purchased on 26th November 2013. After using for few months, suddenly the lines started to reflect on screen. I visited the Customer Care on 22nd July and they took my phone to send it to Delhi for repairing under notification number 310000600209 for IMEI number 9113378300024048. After a month, the service centre quoted through message and call that they are out-of-stock of spare parts for the Q2000 model phone and therefore they gave me an option of replacement of new phone Q2500 against my phone Q2000. I denied accepting it as the phone offered was of the lower standards and value against my existing phone Q2000 and further asked either to provide me my same phone after repairing it or should provide better or equivalent new phone. This query was again sent back to Delhi Service Centre Care and after more than 10 days I was again asked to visit Customer Care saying that I am offered a new Q2000 model phone. On visiting Customer Care on 10thSeptember, I was handed over a Q2000 model Xolo phone. On checking the phone, I derived that it is a used phone with Volume Key not working concluding finally it being a defective piece in replacement. The matter is sent back to Xolo Care vide Work order no 310000737937.
Now once again after kind intervene of Consumer Portal, they assured be to provide a new Q2000 but when I received, it was again used and defective handset. I have again denied accepting it and have been again provided a new Work Order no 310000782050. On putting up an email to Customer Care, the Auto generated reply is received asking to visit customer service center and the service centre people are advising to talk on helpline number or contact via mail.

This service from Service Centre is highly disappointing and I have been facing lots of problems since more than one and half month without a phone or any replacements with better or equivalent. I request to kindly do the need full to help me get an appropriate justice under law of Warranty/Guarantee Service offered from the Company. I requested Xolo team to provide me equivalent or better phone but they are offering me lower grade phone which I can’t accept. I have also given an option of providing me Q3000 which is having specifications equivalent to my original phone. The company shall provide an option of either equivalent or better phone than only it can be accepted. The submitted complaint has taking too long causing waste of time, energy and money to process all this to customer care. I request Consumer Court to help me guide to file a legal complaint as I shall now be claiming compensation for wastage of my 2 months time, energy, visiting charges and mental stress which I am going through. Kindly do the needful. I can be reached via mail and mobile number 99251021687.