| Name of Complainant | |
| Date of Complaint | May 31, 2023 |
| Name(s) of companies complained against | Poco |
| Category of complaint | Mobile Phone |
| Permanent link of complaint | Right click to copy link |
| Share your complaint on social media for wider reach | |
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I am writing this to lodge a formal complaint against Poco regarding a defective mobile phone that I recently purchased from Flipkart. I believe I have been sold a faulty product and have experienced numerous issues with the Poco X5 mobile I received. Despite contacting poco’s customer support, I have not received a satisfactory resolution, which has left me no choice but to seek your intervention.
The details of the purchase and subsequent issues are as follows:
1. Order Details:
– Order ID: OD427911985354657100
– Date of Purchase: 23-04-2023
– Seller: Flipkart
2. Product Details:
– Product: Poco
– Model: X5
– IMEI Number: 866559061205132
3. Issues Encountered:
a) Hanging: Approximately 5-6 days after receiving the mobile, it started to hang frequently. The device would freeze, making it impossible to operate or use any applications effectively. This issue severely hampered my ability to use the phone for its intended purposes and caused significant inconvenience.
b) Display Failure: On the 9th day after receiving the mobile, the display suddenly stopped working entirely. There was no physical damage or Liquid damage to the phone, and the issue seemed to be internal. Since then, the phone has become unusable, as the screen remains black, and I cannot access any of its features or functions.
4. Customer Support Interaction:
I immediately contacted Poco’s customer support and service centre regarding these issues and sought their assistance in resolving the matter. However, despite several interactions, their response has been unsatisfactory.
I must commend the initial responsiveness and willingness of the customer service center representative who assisted me in submitting the mobile for repair. They provided clear instructions and assured me that they would contact me the following day with an update.
However, despite their initial promise, I was disappointed to find that I did not receive any communication from Poco’s customer service center for three consecutive days. This lack of contact left me feeling concerned and uncertain about the status of my complaint. As a result, on the fifth day, I attempted to contact the customer service center myself, only to find that my calls went unanswered.
Thankfully, on the sixth day, a representative finally answered my call and assured me that they would resolve the issue promptly. They also promised to provide an update the following day. Regrettably, once again, their commitment went unfulfilled, as I did not receive any further communication from Poco.
This series of events has left me deeply dissatisfied with Poco’s customer service centre and their failure to fulfill their promises. The lack of timely updates and the unavailability of customer service representatives has caused significant inconvenience and frustration.
While I understand that resolving technical issues can take time, it is essential for a company to maintain clear and consistent communication with its customers. It is disappointing that Poco has failed to uphold this standard in my case.
5. Purchase Expectations:
As a consumer, I had reasonable expectations that the mobile phone I purchased from Flipkart would be in proper working condition. However, it is evident that I have received a defective product that has caused immense inconvenience and frustration. I firmly believe that I am entitled to a resolution that is in line with consumer rights and protects my interests.
6. Requested Action:
I kindly request the Consumer Court to intervene in this matter and ensure that my rights as a consumer are upheld. I am seeking the following resolutions:
a) A full refund of the purchase amount, as the product received is defective and unfit for its intended purpose.
b) Compensation for the inconvenience, mental distress, and wasted time spent on troubleshooting and dealing with Poco’s unsatisfactory customer support.
c) Proper investigation into the matter to prevent other consumers from facing similar issues and holding Flipkart accountable for selling faulty products.
