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A majority of India's 600 million cellphone users appear to be dissatisfied with the services provided by handset and telecom service providers.
They have lodged hundreds of complaints against players including majors like Nokia, Reliance Communications, Airtel, Vodafone, Aircel and Samsung.
Take the case of Gopal Arjyal who regrets the day he bought his Samsung Corby handset for Rs 9,048. He has posted his complaints on several online consumer forums including www.consumercourtforum.in.
His problems started when, soon after purchasing the handset, he realised the phone had a faulty incoming call alert. But to his dismay, even after visits to an authorised dealer centre in Pune, the call alert issue persists.
"Now, the incoming call and vibrating alert are not working on my Corby and on checking the official website, my device warranty is being shown as claimed. Moreover, there is no clear procedure to modify my complaint," Arjyal rues.
Sunil Cutina, head of customer satisfaction at Samsung, counters: "We have over 700 service centres across the country where customers can walk in. We register complaints immediately and our minimum service time is 15 minutes. Around 90 per cent of the calls get resolved the same day."
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