Is Virgin Mobile a fraudulent Company ?

[sudha_mrig]

I have purchased a mobile phone of Virgin Mobile (referred to VM in this hereafter), from a retailer in Delhi (Priya Electronics A6/2 Jawahar Park, Devli Road, New Delhi 110 062. Cash memo no. 2032, TIN no. 07050257349) on December 4th, 2008. The model is called vKewl by the VM. Upon using the handset, I found following problems.
1. The manual says as well as checked on net, it should have memory for 1000 contacts in Phone book memory on phone and 250 on RUIM card. However, it has only 500 on phone and 150 on RUIM card.
2. The Phone cannot be used as USB disk; therefore, data transfer is not possible. When data cable is attached, the ‘activate’ button appears on modem mode but not on USB mode.
3. The net setting for using it as modem also not available anywhere. Not even on so-called ‘gyan’ on internet.
4. I should get 499 minutes of free calls and 499 free sms, but there is no way of checking the same. Balance does get reduced whenever a call is made.
5. I should have got a gift voucher from Reebok with the purchase, but the dealer did not have it.
6. The disk that is bundled with it had only a driver. When I asked could I transfer contacts and edit them on a computer, I did not get any answers.

When contacted the retailer he says dial 125555 and talk to VM, they alone can help. This number is extremely difficult to get as it is busy most of the time. However, on repeated trying, they suggest to go to service centre. Interestingly, even they find hard to locate one in south Delhi. Different time, different addresses were given. One was of Redington (India) Limited, S-3 Green Park Extn, New Delhi 110016.
I visited the place. Apprised them of the problem. They took time to appreciate, and were rude. They treated me as if another one has come to disturb their peaceful life. Anyway, they suggested leaving the handset as it is the problem of motherboard. They asked me to leave it for a week. I ask what about recharges for the month, that week will go waste, for no fault of mine. They had no answers and suggested me to talk to VM, as they are Huawei service center. I asked them How do redirect my calls to another number as I have given this number a lots of people, they did not know. VM call center says it is difficult for them to suggest anything as they sit in Hyderabad. They were not able to give any Delhi address and not been able to redress the issue. They also told that redirect facility does not exist as of now.
I contacted VM again. I again asked some address of Delhi and told them that I wish to move to consume forum. He conveniently says the It was handset of Huawei and VM is nothing to do with it. (Interestedly the use Tata Network, so on issue of service they will pass the buck on Tata) This time I was given an address of RT Outsourcing Services Ltd. 7 L.S.C. Okhla Industrial Area Phase II New Delhi 110020. I went there. Some Mr. Saurabh attended. He says it is a problem of software, if updated it will work. However, they cannot take the backup of data. Therefore, He suggested copying all. Now, without data cable, how does one take backup? Any way he told go back write and then come again. Thoroughly disgusted, I went next time and now the person attended was Ravi (If I remember correctly, I may be wrong in the name). I asked him why such things happens in a brand new handset and what is the address of Huawei as I am disgusted enough to go to consumer court. They could not provide the address of Huawei and lady on reception suggested to talk to Huawei call centre.
Anyway, now Mr. Ravi came with third and innovative explanation that data cable and charger slot is damaged! May be save the company some embarrassment in consumer court!! In these circumstances, I left the handset with them and asked name of senior person. They gave a number of some Mr. Raghav. When contacted on phone, He refused to converse saying he is busy and told I will take the details from service center. This is great. Even without knowing what I am talking about, which handset, who am I etc. he will have intuition to get all the details. Whose details will he take and how? He also told me that he will callback. Which of course he did not. Moreover, when I again tried to contact him he refused to pick the phone.

I have left the handset on December 20th, 2008. After ten days, i.e. on 30th of December, 2008at about 3 pm I got a call from the service centre that handset is fine and I could collect it. I went there at about 5 pm. I discovered that memory issue was same. I asked the counter and they could not answer. Then I made a bit of noise then, a senior person (probably Farah) turns up and told that this issue they can not resolve as they updated the software, and it is a manufacturing problem to be resolve by manufacturer. The other issue is resolved. He also got me talked to Mr. Raghva there, who reiterated the stand. Disgusted as it is, I then insisted to check the cable, which they claimed was working fine. Mr. Saurabh confidently took me, and miserably failed to demonstrate the same. For USB disk – he told one needs a memory card (nowhere mentioned in literature). He claimed it works fine as modem. However, just could not demonstrate it. First, he told you need serial (like RS232type cable for that). Then he went downstairs and told that it working. Again, he failed to demonstrate. I asked if you need software, he says no, you can just synchronize it and contacts will be text format. Any way, he told may be the PC is at fault so take the handset and try at home. At 6:30 pm (i.e. after spending one and a half hours there (after being called by them), I left the place – back at square one. It did not work at home as well. Next day I called up, and they issued a DOA and handset was replaced. Bu even with new handset, the problem remained same.
All this while, I have also apprised both VM and Huawei via e-mail. Now VM started talking as I told them that I intent to go to consumer forum. After prolonged talks, they gave an additional recharge I lieu of ten days that were wasted at service centre. Meanwhile, I also did some research on net. I found out the solution for using phone as modem. However, other issue remained unresolved. VM sent Mr. Arvind to my home to demonstrate. He could demonstrate only internet (which I found out and then Ms. Khushboo of VM sent a mail too about it by the time he visited). He old a card is needed for the rest. I asked him if any software is required o PC, he was clueless. He told hen knew only about Sony or Samsung, the set he is using)
I purchased Micro SD card. I could use only card data for to and fro transfer. I told arvind the same. Now they have stopped responding. I dug the net deeper and found out a software called ‘mobile partner’ is needed. I downloaded the same. Now it worked partially. I could transfer certain fields of contacts, but not all (notes, group). SMSs can be displayed but not backed up. Schedule, Memos cannot be. However, the manual says it can be. I
I have written to both via e-mail. Though delayed- because of severe backache, which made me immobile for a while.



I have some serious issues to be addressed to. A few are:
1.Why VM has different thing on publicity, on the box and manual and different thing as product. Does this not amount to cheating?
2.Should not the service centre people be more friendly, and respect the customers?
3.Why three persons (one in Redington (India) Limited and two in RT Outsourcing Services Ltd have three different reasons for the problem? Then Mr. Saurabh’s innovative explanations at RT Outsourcing Services Ltd regarding USB cable, none of them actually turned out to be true.
4.Why should, if it was the case, a brand new handset have pins broken? Who pays for and is responsible for the same. See, one does not come to know of this till one uses and moment you uses it may be called ‘physical damage’.
5.Why, again the manual of the software and it feature differ?
6.Why no mention of ‘having to buy, a micro SD card? Is it not cheating and misguiding.
7.Who is responsible for the harassment caused in the process?
8.What about gift vouchers?

Dr. Sudha Sriavstava/Dr. Mrigank
E-29 Krishna Park, Devli Road
New Delhi 110062.

[m-jeri]

Never

[Pat]

Lol! Essay writing competition ?

[shaunak]

Why VM has different thing on publicity, on the box and manual and different thing as product. Does this not amount to cheating?

Yes it does. Unfortunately there is nothing you can do about it. Consumer rights are not really considered worthwhile in India. You can go on fighting, but the chance of a legal redress is very slim.

I asked him if any software is required o PC, he was clueless.

Most of them are. This is a common observation among all computer/electronics vendors.
And the worst part is, they think they know more than you do, just 'coz they hang round phones(or what ever they are selling) all day long. They refuse to listen to what you have to say and are in no position to answer any technical queries. Again there is nothing you can do about it.



I'm really sorry to hear of you plight. Unfortunately our laws aren't.

If you are going to take the complaint forward, and initiate legal processes, I can only wish you all the best.

[Ecstasy]

Wow, long rant plus the font waa bhai waah. Sorry i didn't read anything except for the starting 2 lines. Anyway about your query on virgin mobile, i haven't heard about any comments from my friends cause they are all too confused about it. They are not sure to take it or not. Still i will try to ask some of my other friends and post back.

[k4ce]

really sad to hear ur case ... unfortunately , such things are rampant in our country ... Its not a FRAUD , but they are certainly misguiding ppl ... i've heard a cas e similar to this (of course , not in such great detail) ... i say, don get caught in this CDMA web ... buy an unlocked GSM fone and sim ... even in case the network provider does some funny business , u can switch over wid the loss of a few hundred rupees only ... In ur case , i dono know wat u can do as everybody seems to be clueless ... go to virgin mobile centre and sort it ... best of luck

[Coool]

Originally Posted by Pat

Essay writing competition ?

[confused!!]

I read somewhere a few days ago that Virgin Mobile got the highest point among all mobile networks regarding Customer Satisfaction

[victor_rambo]

^And you believe that?
Awards, ratings, media coverage and reviews can be 'bought'. If customer was really such an important person in our country, we would we never be cribbing about our service providers.

[confused!!]

^^It was released by TRAI. But TRAI cannot be trusted either

[victor_rambo]

Originally Posted by confused!!

^^It was released by TRAI. But TRAI cannot be trusted either

If TRAI could really accomplish tasks honestly, we would have many revolutionary reforms in our telecommunication and internet sector.

[techani]

I asked him if any software is required o PC, he was clueless.

Originally Posted by shaunak

Most of them are. This is a common observation among all computer/electronics vendors.
And the worst part is, they think they know more than you do, just 'coz they hang round phones(or what ever they are selling) all day long. They refuse to listen to what you have to say and are in no position to answer any technical queries. Again there is nothing you can do about it.

I had a very similar experience with Reliance Web World. Nor will they listen to the customer neither will they bother to admit their mistake.

As far as the problem is concerned u can first send a mail with the problem to a higher official of the company, maybe the circle manager or regional manager or above that.

Then with or with out their response u can move local consumer forum or court. Search for the local forum address.
Its worth the effort if proofs are available. They come down on the company heavily.
Few months back Tata Indicom was asked to pay up rs.50000 plus the court expense plus the damage to a customer for not giving his award which he had won through an sms contest. It was there in the newspaper. Search for it u may get it.

[vista__n00b]

You are just not dealing with the whole issue properly. Even after so many days (? months) of torture you still don't have the most basic thing that you will require in your legal battle...and that is...the complaint number vide which you registered your complaint with VM Customer Care.

IMHO here is how you should go about it:
1) Write this whole issue (which you have mentioned here) to customer care of VM at care@virginmobile.in. Also, call on 125999 (That's there CC number...not 125555). Just get hold of a complaint number or docket number as they call it.
|
| Wait for 7 Days for them to act. If no action
|
2) Write to your nearest Nodal Officer. Details here
http://www.virginmobile.in/downloads...0Authority.pdf
|
| Wait for 10 Days for Nodal Officer to act. If no action
|
3) Write to the Appellate Authority in PROPER FORMAT.
Format:
http://www.tataindicom.com/download/...ity_Appeal.pdf
Address of Appellate Authority
http://www.tataindicom.com/popups/cu...authority.html
|
| Wait 10 Days for Appellate Authority to act. If no action
|
4) Go to consumer court.

Here I must say that you HAVE TO stick to this heirarchy of making contacts and must have proof of the contacts/letters/claims you are making at every step. Example: Get printouts of the details of vKewl from VM's website...take screenshots with your computers calendar in front. Keep detailed notes of the people you are talking to on phone along with the time at which you are talking (If they are precise to the minutes...like 6:11PM better it is). If you can make recordings of the conversation...do it...but inform the other person prior to doing it. When appealing to appealate authority...STICK TO THE FORMAT given. It is a must.

I can assure you that if you keep the legal fight on in a proper way...you will get much more than a new phone and lots of recharge coupons towards mental harassment.

[R2K]

the advertisements of virgin mobile are really sexy....lol......

[victor_rambo]

^yep.
One day I found their handout(pamplet?) in a newspaper. It showed a man in a bath tub with two uber hot girls in lingerlies....I was shocked...how could something so obscene be used

[sandeepkochhar]

No Vkewl doesn't have 1000 contacts. It has 500 only. There website shows vkewl specification as 1000 contacts though. On the other hand they are showing message capacity as 100 but in truth it is 1000 message storage. I don't know how they messed up.

http://virginmobile.in/phone_Vkewl.php

Though it is perfectly OK wid me as I have only 100 contacts.

You can use this as modem. There is a setting>Phone Mode> Set up Modem Mode instead of USB Mode.

Net settings are #777 usernmae: internet password: internet and use can browse easily on PC.

Every company has quirks. It is a matter of chossing lesser evil. Anyways I am more than satisfied than Virgin. I wish they add better handsets in their portfolio else Virgin is gud.

[a_k_s_h_a_y]

huh ! Why so formal.
Just write it casually. Else it will be confused as SPAM

[sudha_mrig]

Thanks. It worked. I wrote to Nodal Officer. Both Huaweie and Virgin started calling. Huawie man asked to update SW. Virgin Guy came and picked the handset.Bu even after updating he said it will not work. Fearing a future course of action they replaced the handset (now third) and it has 1000 contacts. Let me see about other issues.