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Grievance Redressal
Grievance Redressal
Comprehensive grievance resolution process for customer complaints
Our Grievance Redressal Policy
At Mega Mobile, we are committed to providing excellent customer service and resolving any grievances promptly and efficiently. We have established a comprehensive grievance redressal mechanism to address your concerns and ensure your satisfaction.
Grievance Redressal Process
1
Lodge Complaint
Submit your grievance through any of our available channels - phone, email, support tickets, or in-person at our store.
2
Complaint Registration
Your complaint will be registered with a unique ticket number and assigned to the appropriate department for resolution.
3
Initial Response
You will receive an acknowledgment within 24 hours with your complaint reference number and expected resolution timeline.
4
Investigation
Our team will investigate your complaint thoroughly and gather all necessary information to provide an appropriate solution.
5
Resolution
We will provide a resolution within the committed timeline and ensure your satisfaction with the outcome.
6
Follow-up
We will follow up to ensure the resolution is implemented and you are satisfied with the outcome.
Types of Grievances We Handle
Product Issues
- Defective products received
- Wrong products delivered
- Products not as described
- Quality issues
- Missing accessories
Delivery Issues
- Delayed delivery
- Damaged packages
- Wrong address delivery
- Delivery not attempted
- Courier service problems
Payment & Billing
- Payment processing issues
- Incorrect billing
- Refund not processed
- EMI problems
- Payment gateway errors
Return & Refund
- Return request denied
- Refund not processed
- Return pickup scheduling issues
- Partial refund issues
- Exchange problems
Account Issues
- Login problems
- Account access issues
- Profile update problems
- Password reset issues
- Account security concerns
Website Issues
- Website not loading
- Order placement problems
- Payment page errors
- Mobile app issues
- Technical glitches
Escalation Matrix
Level 1 - Initial Response
24 HoursResponse: Acknowledgment and complaint registration
Contact: Customer Support Team
Channels: Phone, Email, Support Tickets
Level 2 - Investigation
48-72 HoursResponse: Detailed investigation and initial resolution
Contact: Senior Support Executive
Channels: Email, Phone, Escalation Form
Level 3 - Management
5-7 DaysResponse: Management review and final resolution
Contact: Customer Service Manager
Channels: Email, Phone, Management Escalation
Level 4 - Senior Management
7-10 DaysResponse: Senior management intervention
Contact: Senior Management Team
Channels: Email, Direct Contact
Grievance Contact Channels
Phone Support
Number: +91-6396092854
Timing: Monday - Saturday, 9:00 AM - 6:00 PM IST
Response: Immediate assistance
Email Support
Email: grievance@megamobile.in
Response: Within 24 hours
Best for: Detailed complaints with attachments
Support Tickets
Platform: Online Ticket System
Response: Within 24 hours
Best for: Trackable complaints
In-Person
Location: Our store locations
Timing: Store hours
Best for: Immediate face-to-face resolution
Submit Your Grievance
Track Your Grievance
Frequently Asked Questions
How long does it take to resolve a grievance?
Most grievances are resolved within 24-72 hours. Complex issues may take 5-7 days. We will keep you updated throughout the process.
What information should I provide when lodging a grievance?
Please provide your order number (if applicable), detailed description of the issue, contact information, and any supporting documents or screenshots.
Can I escalate my grievance if I'm not satisfied?
Yes, you can escalate your grievance through our escalation matrix. Each level has specific response times and contact persons.
How can I track the status of my grievance?
You can track your grievance using the grievance number provided in our acknowledgment email, or contact our support team for updates.
Contact Information
�� Grievance Email
Response within 24 hours🏪 Store Address
Mega Mobile, 16A 639, Vasundhara
Ghaziabad, Uttar Pradesh 201012
India
�� Support Tickets
Track your grievance online
