Naaptol.com had placed an advertisement in Mumbai Mirror Deal code 1053 VOX IE7 Full touch screen slider mobile with Qwerty keypad for Rs 3999 + 199 = Rs 4198. The features stated 6 months manufacturer warranty, facebook, games, manual etc. I called their listed phone # 9223451000 / 9223452000. On the call I asked the executive to confirm each detail. The executive tried to force me to confirm the sale to which I refused. Then he confirmed each & every detail including warranty, replacement if product received is damaged, facebook, internet & games, IMEI number, manual alongwith other details. I even informed him that we do get Chinese phones of the same type for Rs 1200 to 1500 but without IMEI number. The executive told me that this is not a Chinese phone & that the phone is manufactured by Naptol company. He also stated that I can ring up the customer care number 24/7 9223516148 / 9223526148. To this I told him that if the mobile is faulty I will not have to go any far away shop to get it replaced. The executive confirmed that a technical person will come to my house in case of any problem. He assured me there is an easy to read manual & that I will not have any problem & there wouldn’t be even a need to call the call center. 3 times during the call he confirmed about the 6 months manufacturer warranty & that a person will come to my house in case of a problem & that the phone is manufactured by naptol. I specified that I want an invoice. He gave me an order # 9496775. I even stated repeatedly that I want a call about the delivery time because I personally want to check the product. To which the executive agreed. Only then I agreed to the sale.
The product came in the evening in a sealed plastic envelop through Amex couriers without any phone call of delivery time or day. I was not allowed to open it & check until I make the payment. I brought Rs 4200 in my hand. The delivery boy seemed educated & gave me Rs 2 and spoke a lot about his & the company’s honesty. I paid Rs 4200 to him. The delivery refused to wait for me to open the parcel saying he had many parcels to deliver. Only when I opened the box I realized that I was cheated. The phone looks cheap with low quality plastic more like a Chinese phone & the photograph in the newspaper is of a very sleek expensive latest model phone. The warranty card has no dealer’s stamp & is just an ordinary printed card with no company name written. The whole card is blank with my details not even written not even my order #. The space where IMEI # has to be written is blank. There is no manual. One small paper is there with the features written in a complicated manner. Nothing about how to insert the battery & simcard or how to use the features is given e.g. Internet connectivity, adding phone #s etc. The slider slides a keyboard which is very small & your fingers also cannot fit on it & it looks more like a toy. The back panel of the mobile does not open. There is no button or any slider to open it. The top part opened slightly but wouldn’t budge further. The entire mobile is of a very cheap plastic & any slight pull you give the entire mobile will break into pieces & so will the warranty. Naptol will then get an excuse that the person opening it has broken it. At around 7:00 PM I repeatedly tried ringing up customer care. All I got was a message stating that the customer care timing is between 7:00 AM to 10:00 PM. I rang up the sales # in the advertisement. The executive again assured me that it is not a Chinese cheap mobile & that Naptol manufactures the mobiles. He said that it might have been a mistake that the warranty card is empty. He transferred my call to customer care. I heard the same message of the timing. Early morning I rang up customer care, I heard the executive’s breathing sound & then the executive hung up on me. I rang up sales & informed the executive who gave me the same customer care # & also gave me my order # saying the call cannot be transferred. Again I called customer care to get a very rude and arrogant executive who told me that this mobile is sold to many customers & nobody has complained to us. He even insulted me & told me that I am the only customer who does not know how to use a mobile. I forcibly told him all my problems again about not being able to open the compartment to insert my simcard & battery, no IMEI #, the invalid warranty card, no manual. The executive rudely told me that I can go to any mobile dealer shop & ask them how to open the mobile & how to find out the IMEI #. I informed him that I had approached a nearby mobile shop & the salesman said that since the product was not purchased from their shop nor was it from the companies they are dealing with they are not authorized to guide the customer on another company’s mobile. However, since they knew me they still tried opening the back panel. None of the salesmen were able to open it. To this the executive rudely said that go to a mobile gallery or read the manual. I fruitlessly tried informing him that there is no manual & that why will another mobile gallery person help me if I have not purchased the product from them. He refused to address my issue on the 6 months warranty not given. I told him that naptol has given me a toy in place of a mobile. To this he said you should have checked your product. I told him that delivery boy ran away before I could open it. When I told him I am going to approach consumer forum he told me that I can do what I like. I kept telling him to return my money. He said that he will give me an address where I can return the product & that I will have to pay the delivery charges. I was shocked but I agreed. It was better to lose Rs 200 compared to Rs 4200. I kept asking him to give me the address but he didn’t give me the address. He gave me dead air & then stopped speaking in his rude arrogant tone. He said that a technical executive will come to your house & check your mobile within 48 hours. He kept assuring me repeatedly that within 48 hours my mobile will be replaced. After 48 hours since nobody came I tried calling customer care again fruitlessly. Later on the same day I got a call from another executive thanking me for being their customer & stating that he had no idea that I had any problems with the product. Everytime I spoke to anyone from naptol my landline #, name, address & product details came automatically on their screen & they would confirm the same. I told the executive surely my problem with the product is written on your screen & that I was given an assurance of replacement of the product within 48 hours which are already over. To this he said he doesn’t even know what I am talking about. He then said that since it was told me that since I was assured that somebody from naptol will be coming to your house so that person will surely come. Then he said thank you for contacting naptol & hung up whereas he was the one who had called me. The product was delivered to me on 23/09/11. I had made the calls on the same day. The assurance of an executive coming to my place within 48 hours was given to me on 24/09/11. Today is 14/10/11 no one from naptol has come to my house nor has the product been replaced.
tina11
creative_tina@yahoo.co.in
p/w: Jaidevi1
brownie

Naatol customer service has refused to pay my amount of Rs 4200 back nor are they replacing the faulty mobile phone. Naaptol.com had placed an advertisement in Mumbai Mirror Deal code 1053 VOX IE7 Full touch screen slider mobile with Qwerty keypad for Rs 3999 + 199 = Rs 4198. The features stated 6 months manufacturer warranty, facebook, games, manual etc. The phone looks cheap with low quality plastic more like a Chinese phone & the photograph in the newspaper is of a very sleek expensive latest model phone. The warranty card has no dealer’s stamp & is just an ordinary printed card with no company name written. The whole card is blank with my details not even written not even my order #. The space where IMEI # has to be written is blank. There is no manual. One small paper is there with the features written in a complicated manner.

NAAPTOL MOBILE FRAUD
Order #9496775
1. Cannot open the back panel to inset simcard & battery.
2. No IMEI #.
3. False claims in the advertisement & by the sales representatives: Naaptol states that manual is sent with the mobile, Naaptol manufactures the mobile (It is written made in China inside the package), customer service help is provided in case of problems. The advertising pamplet sent with the mobile doesn't state that games can be played on the internet. So unsure whether the internet connectivity will even work. 2 1/2 fingers cover up the entire keyboard unlike the sleek mobile in the advert.
4. Warranty card has no dealer's stamp. Hence, warranty is invalid.


An executive from Naaptol contact me on 5th Jan, 2012 & requested me to call customer care. Whence reminding him about the rude agents who hang up on you, the executive politely assured me that my call will be handled courteously & my issue will be resolved. However, he didn't offer me a solution. I tried contacting customer care several times fruitlessly. I then contacted the sales department. Mary answered my call. Mary was outright rude when she came to know that I don't want to buy something, she refused to even listen to my query & transferred my call. I had informed her that whenever the call is transferred the call gets cut off. After this as usual I tried the customer care # & I got through. First person in Naaptol who wasn't curt spoke, however he stated that I have made only 2 calls. I told him that I had made 7 calls in total. The notes showed only 2 calls. He heard only 2 of my complaints & stated that he is going to send me a manual with the instructions written in it & that it will take 7 days. He refused to listen to my remaining 3 complaints. However, he was still polite & said that my warranty of the mobile had started the day it was delivered. I told him that it didn't work from the day it was given to me. The warranty period of 6 months is getting over. I even told him that the last agent had told me to return the mobile to the head office & that Naaptol will return my entire amount with the loss of postage of Rs 200 on me plus the charges on the courier to be sent by me. However, he didn't give me the address. This cusotmer service executive also didn't give me the address. I repeatedly told him that I want to speak to the manager. I told him that I wanted a resolution & that I will not complain about him. He still refused to call a supervisor or a manager. He stated that he will arrange a callback from me within the next 48 hours. I reminded him that my phone # is 022 28237013. I sat at home for 2 days waiting for the callback. Nobody from Naaptol has called nor has the manual been sent.

Dear Customer,

We regret for the inconvenience caused to you.

You had provided wrong order id.

We would surely help you,kindly help us with your correct order id so that we can assist you further.

Please be assured of complete resolution.



Thanks & Regards,

Customer Service.
Naaptol Online Shopping Pvt.Ltd.

Finally managed to get a shopkeeper to help me in inserting the battery & simcard. It was a complicated method which no one would be able to guess. Only one sim slot is working, the second is defective. People are not able to hear my voice though I can hear them clearly. Mike is totally dead. Battery takes more than 4 hours to get charged. Immediately after that if the phone is used only for 20 min to 30 min the battery level goes to zero. GPRS facility for India is not compatible. I have informed Naaptol of the same yesterday i,e. Naaptol has promised that I will receive a callback in 48 hours & that my entire amount will be refunded.

Dear Ms.Tina,

We regret for the inconvenience caused to you.

We would surely help you,kindly help us with your order id so that we can assist you further.

Please be assured of complete resolution.



Thanks & Regards,

Customer Service.
Naaptol Online Shopping Pvt.Ltd.

Dear Naaptol Online Shopping Pvt.Ltd.
The order # is 2496775. (The first customer care advisor had given me the wrong order #). On 26th Jan, 2012 one agent hung up on me after listening to my query & speaking gibberish & formulating his own query. The second agent promised me a callback in 48 hours. The manager assured me that either the mobile will be replaced or cash will be sent back & that I will be given an address to send the mobile back. I do not want a refurbished one. I have not received any callback. Today 3rd Feb, 2012 I spoke to another agent who informed me that the previous advisors have only stated that the customer does not know how to use a phone, customer cannot open the cover and that the mobile is faulty. I have made nearly a dozen calls explaining all the six complaints. However, no notes have been left by previous advisors. I requested this advisor to write my complaint in detail & then asked him to read it. He had written "Customer is angry.. " & nothing about my complaint. I repeatedly asked him to call either a manager or a Team leader or a supervisor or any tenured advisor since this fellow was struggling with English words & was unable to understand the query. He repeatedly kept apologizing & saying the statement " Is there anything else I can do for you? & not calling the supervisor and not writing what I am saying & not even giving me a resolution. He kept trying to end the call. He kept giving me long dead air. I had to keep calling him back. There was a girl's voice in the background who was advising him with negative statements. Whence I informed him that I will not hang up until I speak to a supervisor he gave me dead air & hung up on me.
Following is my complaint:-
1. Speaker problem, my friends cannot hear my voice at all. Only I can hear their voice.
2. Battery charging takes up 4 hours. With only 20 minutes usage the battery goes to zero again.
3. Sim 1 does not work, only Sim 2 works. So, I will have to purchase another cell phone to use the second sim card.
4. GPRS cannot be used on the phone.
5. Whilst placing the order I had informed the sales agent that the main purpose for purchasing this model was that I would be able to log onto Facebook & play Farmville & Indiana Jones Adventure. To this the sales representative repeated assured me that I will be able to play all Facebook game including Farmville & Indiana Jones Adventures. He also promised me that 2 simcards can be used. He even spoke about a manual which was not sent at all. The opening of the back cover was complicated & a shopkeeper guided me how to open it only when I agreed to buy beauty products from him.
6. The warranty card has no stamp.
7. There is no IMEI # , which I was assured by the sales agent before I placed the call.

I have that sales call recorded & some of the customer service calls if you want to hear them.
In one of the calls the agent also stated "...since you didn't call within 48 hours we cannot do anything". I informed him that I called within 1 hour of receiving the mobile. I received the mobile at 5:00 pm in the evening. The delivery boy did not allow me to open it & showed me that the parcel was sealed. I made the payment of Rs 4200 and then sat to open the package. Exactly at 5:50 pm I have given a call to Naaptol & a extremely rude agent had answered the call stating that you are the only customer who is complaining about our phone. He even stated that I should go to any Vodaphone or Airtel showroom to get the phone fixed.
Naaptol has given me pathetic customer service.
My landline # is 022 - 28237013. Since the mobile isn't working naturally both my simcards are not working.
Thanks & Regards,
Miss Rashmi Lulla

Please accept our sincere apologies for the inconvenience caused to you. We have every desire to address your needs and provide the best solution available to resolve your issue as soon as possible.

Your complaint Id 2345246 & we have escalated this case to concerned vendor they will get back to you within 48 to 72 working hours. We request your patience in the interim.

You can also directly write to the vendor at care1@voxmobiles.com & care2@voxmobiles.com.

Please be assured of complete & satisfactory resolution.



Thanks & Regards,

Customer Care
Naaptol Online Shopping Pvt.Ltd.

Dear Ms.Tina,

Please accept our sincere apologies for the inconvenience caused to you. We have every desire to address your needs and provide the best solution available to resolve your issue as soon as possible.

Your complaint Id 2345246 & we have escalated this case to concerned vendor they will get back to you within 48 to 72 working hours. We request your patience in the interim.

You can also directly write to the vendor at care1@voxmobiles.com & care2@voxmobiles.com.

Please be assured of complete & satisfactory resolution.



Thanks & Regards,

Customer Care
Naaptol Online Shopping Pvt.Ltd.

Dear Customer Care
Naaptol Online Shopping Pvt.Ltd.

Thank you. I have read your message & I will wait till 72 working hours.
Thank you. I have read your message & I will wait till 72 working hours.
Thank you. I have read your message & I will wait till 72 working hours.
Thank you. I have read your message & I will wait till 72 working hours.


Thanks & Regards,
Tina (Rashmi Lulla)

Customer Care of Naaptol has given me false promises. The vendor rang me up & told me that a person will come to collect the faulty mobile from my house within 48 working hours & a replacement mobile will be given to me. However, no one has come to my house. It has been more than a week & nobody has turned up. Initially Naaptol vendor told me to pay the postage charges for the replacement mobile. I told him that it is not my fault that you sent me a faulty mobile. The agent was giving me a Delhi address. Even if it is delivered later they could tell me that they didn't receive it. Hence, I insisted that I want to speak to the supervisor. After pleading with him 6 times only then he called his supervisor who agreed to send a person to collect the faulty mobile within 48 working hours. This call was taken on 4th of February.

Dear Ms.Tina,

As per our telephonic conversation, you said that vendor have made the reverse pick from your home.

It would take 2-3 working days for the product to reach us, & once the product reaches us we would dispatched the replacement and a same would be couriered to you within 10-15 working days.

Request your patience in the interim.

Please be assured of complete & satisfactory resolution.



Thanks & Regards,

Customer Care
Naaptol Online Shopping Pvt.Ltd.

Dear Ms.Tina,

We acknowledge the receipt of your order. Would like to inform, we have initiated a complete refund for the said order.

Cheque Favoring : RASHMI LULLA Amount : 4198.00/-

Please be informed it takes 3 working days for us to prepare the refund cheque and the same will be couriered to you at your mailing address, we expect you to receive the cheque within 7-10 working days.

Do write us back at feedback@naaptol.com if the cheque is not delivered in 7 to 10 working days or call us at 09223516148 for further assistance.

Request your patience in the interim.



Thanks & regards,

customer care
naaptol online shopping pvt.Ltd.