[Resolved]  Naaptol — Faulty and used product delivered

Address:

Maharashtra

I had booked a Blackberry storm 9530 through NAAPTOL. My Order Id is 1332192. I was shocked after opening the parcel, reason being -

1. The packing was done in a local box and looked as if done by a 10 yr old boy, Products were not kept properly in it's place.
2. I was told by the call center person before booking the order that the product will be an unused Blackberry Boxed product, On getting this confirmation only i had booked the order, this didn't happened though, the product sent to me was a refurbished product(Used).
3. The touch screen of the product is loose and can fall any minute.
4. Software CD was not provided.
5. The charger provided will need additional adapter to connect in Indian sockets.
6. I tried making calls also, the call got connected but the other party is not able to hear my voice.


I spoke with following people in the call center and received my 2nd shocker with their response, I was told to either courier the Product back or personally deliver the product at their Lower Parel office. I mean i either have to waste my money or time to deliver the product back to them and for whose fault... theirs...

Call center guys-

1. Javed - Was co operative with no Authority to take decisions.I Insisted on speaking with somebody senior,he tried connecting me to Mr. Mahendra who i was told is a Senior Executive.Call got disconnected or was purposely disconnected(not sure)
2. Shrikumar - Picked my call the 2nd time.Needless to say i had to repeat the whole story to him again,He had to say nothing but sorry, Insisted on speaking with some body senior.He tried connecting me to Mr Mahendra, this time he is a Team Leader (fastest promotion from Sr Executive to TL i have ever seen)Mr Mahendra was too busy to pick my call. I told Shri kumar that i am ready to wait for 10 hrs also but need some body responsible to listen to my problem.
3. Mahendra -(Ironically the least responsible person of the 3) Now a Team Coach as told to me by him, i literally had to wait for 30 min for him to come on line.Least empathetic of all,stuck to his scripted lines of being sorry,company police,ethics,values...blah..blah... and he is the guy who gave me the option to visit personally at the Lower Parel office. I was not satisfied with his problem handling methods, insisted on speaking to some body senior.3rd shocker - he told me that he is the senior most guy in the NAAPTOL call center.i thought he might be speaking in the context of current time i.e evening shift, but he told me that he is the senior most guy in the entire NAAPTOL call center to look into my issue, irrespective of any time.

Now what can i expect from a company where the senior most guy handling the entire Call center operations is at Sr Executive/Team Lead/Team Coach level.