[Resolved]  Naaptol — Substandard product without user manual

Ms. Savita,
Manager,
Naaptol,
Millennium Business Park,
Sector-3, Building No.5, III floor,
Gala No.308, Mahape,
Navi Mumbai - 400 710

I have been complaining on phone as also through your website for supply of defective 'Spy Pen Video Camera' against Order No.115128. The details are as under:

1. On 16.12.2009 I informed that 'Instruction Manual' was not received and hence I am unable to activate the pen. I talked to Ms. Pushpa and complaint No. 17677 was registered. I was assured that I will get it within a three working days.

2. On 20.12.2009, I talked to Ms. Varsha who advised me to send the product back only by Bule Dart or First Flight. The complaint No.19404 was noted. I was assured to send a specific mail confirming that the expenses for courier will be reimbursed. No mail is received.

3. On 23.12.2009 I reminded by calling the call centre and I was assured that instruction manual will be sent shortly.

4. On 29.12.2009 I talked to Ms. Divya, who again assured to send the mail and also to send the soft copy of instructions manual.

5. On 30.12.2009, I talked to Ms. Priya, who informed that there is no employee named as Pushpa (who talked to me on 16.12.2009) and also Ms. Divya (who talked to me on 29.12.2009 evening) and further informed that though normally every conversation is recorded, the teletalk on 29.12.2009 is not recorded. Apart from above, I had sent mail through your website, which is not responded till date and also couple of other calls of which I have not kept record, since initially I was hopeful of my redressal of grievance.

In the circumstances, I would like to have response from you on the following points:

(A) Why instructions manual was not sent alongwith the product?
(B) If the soft copy of it could be sent by email, why it was not suggested in the first call itself and sent the copy to me?
(C) Why the complaint is not attended for such a long period?
(D) Whether recording of complaints is checked by any authority or not ? If yes, how is that my complaints are not properly recorded? For example, I have been requesting for a mail forwarding the soft copy of instructions manual and a confirmation that courier expenses will be reimbursed and noting has been made that the complaint is for replacement. In fact, on getting the instructions manual, I would like to follow them and try for using it properly to avoid replacement. If after receipt of the same, still it does not work, I would consider returning it for replacement.
(E) Since I am not satisfied with the product, whether you would consider refund of amount I have paid? If not, please provide me full details such as name of company, Name and designation of concerned official to enable me to take appropriate action in the matter.

Hope to receive reply within couple of days, or else I will presume that your company does not wish to reply to any of my querries.

With best wishes for new year.

R.K. Kulkarni,

I have received 16 GB Spy pen drive Order No. 110410 by First Flight Courier. But some days after is not working ON / OFF switch properly. I complain to your customer service no. [protected] dt. 23.12.2009. She said this product send our address Mumbai.
I have resend on dt. 01.01.2010 by First Flight Courier, C.No. P04263493.
My Delivery Address:
Satish Singh Chauhan
MIG- 139, Phase- II
Vishwakarma Nagar,
Karond, Berasia Road,
Bhopal (M.P.) Pin- 462038
Cont. No. [protected]
[protected]

i was send you cheq on[protected]. but my product have not come.
my order no-122950. plz reply me why my product is not come.

I Have received 4GB Spy Pen Video Camera Order No. 80189 by First flight Courier But its Videos recording not working properly it saved only five minutes only.