I am writing to you to express my despair with Xolo and your customer service centre. I am sorting you as my last resort with the hope that my issue will be resolved because for the last 87 days I am been going through nightmare with your irresponsible customer service agents and so called supervisors. I have never came across such a poorly managed customer service centre and being is customer service myself I find that your team is very appalling. Please find the email below from your highly dedicated team on 16th November 2013 and for the last 87 days I am patiently waiting for my phone to be fixed however it looks like my issue is never going be to fixed. My original issue started in October 2013 when there was a defect on the mic of my Xolo Q800 I send it for repair and the when phone returned without being repaired. 2 days after the phone was delivered I had an issue with the mic again and the phone was home picked for repair.

Ever since 16th November 2013 I have made multiple calls to your call centre but all my hope to get a good news was in vain. Mr Ajit Joshi, let me share my grievance I went through with your team, every time I call in the standard reply I would get from your team is “WE ARE WAITING FOR PARTS AND YOU HAVE TO WAIT” and I ask them for the tentative time for my issue to be fixed yet again the reply from your dedicated agents would be “WE ARE NOT ABLE TO CONFIRM THE TIME FOR YOU”. What is very appalling is even your so called supervisors cannot be any help either. I came never came across such a poor service from a supervisor and what further upsetting is that your supervisors does not seems to have boss and they act as if they are the god sent. I myself being a customer service manager in a call centre find this totally flabbergasted by the attitude of your team. I would suggest you to play the calls to rate the service being provide to our customers like me by your team specifically please retrieve the call I made on 27th January 2014 which was attended Richika and your supervisor named Sarvesh. You promise a TAT of 12 working days but waiting for 87 days and calling in to a customer care centre which has got no empathy towards the customer and no sense of urgency DO YOU THINK ITS FAIR TO TREAT ME THIS WAY. Here I am a poor customer who bought your phone and yet being treated like a trash by your team. Your are answerable to me Mr Joshi on behalf of your team, I would like to know if your are importing the parts from Timbuktu or outer space and what is so discreet about giving a tentative timeframe to a customer.

This is my final attempt to get by phone before I take a legal action against your organization. With all the bad experience that I have gone through with your team I demand a new phone to be sent to me latest by 20th February 2014. Mr. Joshi, I sincerely hope that I would get an immediate response from you with regards to my complaint and I seriously hope this is not going to go the drains.

Thank you P.Vanchinathan
vaanchi16@gmail