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FLast year, I had purchased a laptop from Croma (first time buying from Croma), and at the time of purchase, we were offered Croma’s extended warranty for around seven thousand rupees.
In November, while my laptop was still under the manufacturer’s warranty, the hinges came loose and broke. I got them replaced from Dell without any hassle. However, a few days ago in April, the hinges came loose again after normal, everyday use. I’ve been trying to get it repaired under the Zipcare warranty since the laptop is no longer under warranty from Dell, but my service request has been repeatedly rejected by Croma.
After reviewing the official terms and conditions of the extended warranty plan, I found the following two clauses which clearly indicate that this should be covered under the plan:
2.6 – Zipcare Protect – Advanced replicates the terms of the Manufacturer Warranty/Guarantee against Covered Breakdowns for the duration of the program opted by the Customer. Breakdowns and/or parts not covered under the Manufacturer Warranty / Guarantee will not be covered under the Zipcare Protect – Advanced.
4.1.1 – Zipcare Protect – Advanced covers Breakdowns of the Covered Product, to the extent such Breakdown is covered under the Manufacturer’s Warranty.
[Warranty Document](https://media.croma.com/image/upload/v1720085997/Croma%20Assets/ZipCarePlans/ZipCare_Protect_Advanced_qddh67.pdf)
Croma has rejected my service request, stating that hinge damage is not covered under warranty—even though it was previously replaced by Dell, while it was under warranty.
After not finding anything under the list of exclusions regarding hinge damage in the official terms and conditions, I emailed Croma again and told this very thing to the assigned technician as well. I was told to visit the Croma store from where I had originally purchased my laptop. At the store, even the lady at the service desk said that hinges are usually covered under warranty. However, when she contacted her backend team regarding my service request(as it had been stuck without any updates), they rejected the service request, stating that hinges are not covered under the Zipcare Advanced Protect Plan.
I would like to know if there is anything more I can do to get my laptop repaired through Croma, or if filing a consumer complaint would be helpful (Please also explain how to file a consumer complaint, if applicable.) I’ve also provided the link to the official terms and conditions PDF (if allowed) in case anyone wants to review them.
Thank you in advance for any suggestions or advice.
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ACroma is the worse. I am facing a similar issue with my AC. And I bought a caravan as well with the box in months condition but the product did not have a barcode on it. It was a gift for my uncle. New products wasn’t working… they refused to repair it. After fighting with them for days and going and yelling in the store made them send someone to fix it.
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