I purchased a Karbonn Mobile model no. K9 Smart 4G from Dhanlaxmi Mobile, Karve Road, Pune, on 22/01/2017. After about a month's use, some water spilled over the handset due to which its display went off. When we checked the phone a little while later, the display was not working but it was getting charged and one could hear the ring tone when called on that particular number. Since it was in warranty, my wife went to their authorized service center, Universal Enterprises, located at Patil Plaza, Near Mitra Mandal Chowk, Pune, on 07/02/2017 where she showed the handset. She was told that the repair will be chargeable and Rs. 2500-00 will be the cost to which we agreed. The person across the counter told her that you will get the handset within a week's time. They issued a jobsheet with all the details. After about a week we received a call from them that it will need to be sent to 'company' for repair as it can't be done here and will require another week's time. To this too we agreed. Meanwhile, I sent an email to their customer service from their site on 07/03/2017 and got a reply that my jobsheet has been closed on 14/02/2017 and that I need to go to the service center and collect my handset. About a week after this, I again visited the service center and made enquiries about the status of my handset and I was told that they had ordered for a spare part, details unknown of exactly what spare part, from the 'company' which was received but was defective and so the same was returned back and had ordered a new one and that is the reason, the service center person told me, that on the 'company's' system it is showing as case closed. To keep the communication documented, I again sent them a mail on 10/03/2017 stating that I had contacted their service center and was told the same reply that my phone is not ready yet to which they replied that your case has been escalated and soon you will receive a reply from us. I again sent them a mail on 13/03/2017 which was replied on 16/03/2017 mentioning the same that that you will soon hear from us. On 15/03/2017, my wife received a call from the service center that your handset cannot be repaired as the spare part which they were looking for is not available with the 'company' and so it cannot be repaired and you can take it back. The next day my wife took the handset to a nearby shop to get it repaired. The mechanic there told her that it is not getting charged nor is the display working. It does mean that the service center persons damaged it more from the earlier condition when it was getting charged, though the display was not working. The handset was with them for almost one and a half months during which it seems instead of repairing it, more damage was done to it. Again on 20/03/2017, my wife received a call from the same service center asking her to please bring the handset to them so that they will again look into it and try to get it fixed. When she replied that I am no longer interested in coming to your office, the person asked that he can arrange to get it picked up from her but wont be in a position to give any acknowledgement of receipt of handset. So he requested her to please visit their center one last time. When she went their and informed them that we had sent a mail to your customer care regarding this, he told her that he received it just yesterday and that's why he had called her. When my wife informed him that because you had returned the handset stating that it cant be repaired, I had gone to another shop to get it done, but because you demanded to check the handset once more, so I brought it to you. To which he replied that since you had given it to a non-authorized center, we wont be in a position to repair it and returned the handset forthwith. Throughout all these days I have been making phone calls to their customer service, but I have been getting standard reply that my complaint is being looked into and soon I will get a call from their end. Even when I warned them that I will approach consumer court and file a case, there has been lukewarm response. Now the present condition is that we got the handset with us in totally non-repairable condition. My demand is either Karbonn Mobiles repair the handset and make it fully functional in the earliest possible time or pay me the full purchase price without any deduction. I am totally frustrated about this and its giving me mental agony.

Could the members of this community give any advise? Can consumer complaint be made online? more