I had a broken screen issue on my srt.phone and made a service request on 11th Oct. 2018 on tcare (somehow the request to firstname.lastname@example.org didnt work even though I tried it on 8th Oct and also the toll free number was not responded to).
After some initial emails, I was told to provide the initial invoice, proof of purchase etc and they gave an estimate of Rs 4520 which I was supposed to pay first and on forwarding my transaction receipt they will contact me for collection of the device.
In good trust I made payment in advance and forwarded the transaction receipt immediately in 12th Oct along with my address details.
To my disbelief they didn't contact me till the 21st Oct.
I then sent them a reminder on 21st Oct hoping a quick response.
I get a response late on 22nd Oct that the transaction amount in my bank given receipt matched but they also needed my bank statement for further proof! I was shocked to note that they wanted more details of my bank account as well.
One more day passed and on 23rd Oct late in the end of the evening I am told that they want my current address which was the same as on the invoice (By then I sent them a strong email on the 22nd Oct after my conversation with them seeking response as to why they are delaying service even after collecting money from me).
On the 23rd Oct with a heated exchange over phone where service issues were pointed out I was not given any satisfactory answer on why they are delaying further, they told me that someone higher up will call me.
CAN YOU BELIEVE IT, THAT A PROMISING DESIGNED AND ENGINEERED (not exactly MADE) IN INDIA PRODUCT BY OUR OWN BRIGHT MINDS (with promotion from Sachin Ramesh Tendulkar) COULD NOT SETUP A GOOD SERVICE SYSTEM WHILE THEIR CUSTOMERS CAN SUFFER.
With most other branded phones you can walk into a service centre and get the device fixed in a day or so (at max) and walk out after having repair done and payment made at the end of service. In this case, payment was taken almost 2 weeks in advance and no one yet collected the collected the phone and SMARTRON TCARE is further delaying its response.
Unfortunately, the good opinion I built of the phone and high quality bragging I did for their brand for more than 15 months (purchased in May 2017 within a week of launch) ) has all come to a nought!
Sad part is top management is aware and are shying away from responding while they are focusing on bringing out new IoT devices and E-Cycles! I think the company is either sinking or changing tracks - so users beware!! They don't seem to believe that customer is as important as the product.