Hello Team,
This complain is against the Xolo mobile phone handset service.
I have been wandering around the Xolo service centres from around 4 months to get our phone repaired. Its warranty has been expired just now but still it’s in service centre.
Following are the problems we are facing from starting:
1. Initially the handset went to service centre (Kalra associates, Gurgaon) to get the new screen setup since the screen was broken by us. So we paid for that.
2. After few days the new screen was set, the phone started hanging. We again sent to service centre (Kalra associates).
3. The service centre guy said that the problem was with battery, & we got it replaced after paying him around Rs. 1000/-.
4. Problem still not resolved. We again sent it to service centre (Kalra associates), then he told that mother board needed to be replaced & that would be without any cost being in warranty period. But it will take time to get the part i.e. motherboard. Hence the battery was replaced without any reason.
5. The phone remained in service centre (Kalra associates) for around a month & then they gave it back saying that motherboard has been replaced.
6. Problem still not resolved. We went to anther service centre (Luxmi Services, Gurgaon) & got the mother board exchanged again in warranty period.
7. We saw that there was a crack on side of the phone which we didn’t check while taking the phone back from service centre. So next day when I showed them they were not agreeing for this damage since it was not checked at the time of taking back.
8. Problem was still not resolved. We sent it again to service centre (Luxmi Services), they told that new motherboard they received as faulty & they will exchange it again.
9. After getting the motherboard exchanged again, while taking it back from the service centre, we saw that there was a spot on the screen of the phone. As I showed them, they said that they will get the screen exchanged since it was their fault and it will take around 15 days.
10. I called Xolo customer care to get the issue escalated & highlighted such that it should get resolved within 7 days instead of 15 days. They said that they will take care.
11. The issue was not escalated and highlighted, since there was no response from service centre as they said that part was not yet delivered.
12. I called at least 5 times till now to customer care to get it escalated & highlighted again & again. It was made sure to me that it’s being highlighted/escalated, but actually it was not.
13. It’s more than 15 days now after my last complaint. The last call I received from customer care was to inform that handset would definitely get delivered to me on 12th Sep (Saturday). But it wasn’t delivered since service centre (Luxmi services) told that part delivered was faulty & they have sent their request further to get it exchanged with another one & told me to wait till next week.
The service centre guy was not talking properly & refused to talk to customer care when I asked him to talk.
14. I asked customer care to get my handset replaced now, & arrange a call back to me with supervisor & they told that I would receive a call within 6 hours. But I did not receive any call.

– The service centre prepares a work order no. each time we submit the handset to repair. After getting it repaired, they take back the work order sheet. So customer doesn’t have any proof that how many times the set was submitted. But I hope it should be stored in their system as customer’s history & could get retrieved from there.
– The phone numbers provided on work order sheet are never picked up. Event the phone number provided on visiting card of service centre (Luxmi services) is out of service. They only verbally provided me the new service centre number.

Now after getting frustrated so much due to all above problems, I am filing a case in consumer court.
It would be very thankful to consumer court if I get my handset replaced by Xolo due to all above issues.
Kindly help us tackling the issue.

Following are few required details:-
Handset:
Xolo 8X-1000
IMEI: 911387600413230

Current work order no: 510005486683

Service centre ‘Kalra associates’ address:
635/17, Shivaji Nagar, Khansa Road, Gurgaon, Gurgaon – 122001, Near State Bank Of India

Service centre ‘Luxmi services’ address:
Plot No. 27/4, Ground Floor & Basement, Mehrauli Road, Gurgaon Sector 14, Gurgaon – 122001, Near DEV Cinema. +(91)-8882228331, 9555344415

Xolo head office address:
A-56, Sector – 64,
Noida-201301,
Uttar Pradesh, India.
Phone Number: 0120-4637333
Toll No 1860-30-100-104

Regards,
Rajesh
9971375888