[Resolved]  Bajaj Allianz — False Replacement & Faulty Service by Service Center - Samsung Smart TV

Address:

Chennai, Tamil Nadu, 600029

I purchased a Samsung Smart TV Model no. UA32f5500AR on 30/06/2014 from Samsung Plaza Chennai, financed by Bajaj Allianz.

I registered a complaint on 09/08/2016, complaint no.: OC [protected] on my Samsung Smart TV regarding disruptive picture, and automatic turn on and off of the TV by itself.

Below is a timeline of the complaint and the consequent actions.

09/08/2016: Complaint no.: OC [protected] registered.

26/08/2016: Mr. S.R. Jaganathan from the respective service center picked up the TV for service.

28/08/2016: The service center informed me that the front panel would need to be replaced, and promised to install a new panel for the TV, and that it was already ordered within an expected delivery of 7 days.

05/09/2016: The service manager, Mr. Felix conveyed to me that the front panel was replaced, and the TV must be kept in observation for two days in order to verify the functioning.

However, I did not receive the TV within the two days. Despite my calls to check on the status of the TV, the service center failed to deliver the repaired TV within the promised time.

15/09/2016: The "repaired" TV was delivered to my residence around 7 PM. During the time it was delivered, I found the TV was delivered with only 4 screws in the back cover, instead of 12 screws. I showed this immediately to the delivery person who said that they would bring the remaining screws as soon as possible, but still hasn't returned with the screws as of today, 09/30/2016. I was charged Rs. 13, 500 for the replaced panel under insurance. Additionally, I paid Rs. 1, 950 for deductible and transport charges.

16/09/2016: The next morning, I also discovered that the panel was in fact not replaced. I emailed Mr. Mallika Arjun of Bajaj Allianz regarding this false replacement. Mr. Mallika assured that he would sort out the issue but did not get back to me.

19/09/2016: The TV was completely dead, and did not even turn ON. Until today, the TV continues to remain non-functional. I immediately logged this complaint to Mr. Felix who then said that the motherboard had to be replaced.

24/09/2016: Mr. Felix along with his service technician inspected the TV at my residence, and agreed that the front panel was in fact not replaced, and the authorities at the service center agreed to provide me with a new TV.

Following the last correspondence with Mr. Felix at my residence, I have not received any information regarding the status of this registered complaint. We have photo proofs of the above listed, and can send them to you per request.

Please bear in mind that this is not the first instance of a falsification in the repair by the service center. I faced the similar situation in June 2015 for the same TV where the exact repairs were identified but the service center did not replace the front panel nor the motherboard. After being confronted, the service center replaced the TV with a new motherboard and front panel at my presence, and refunded my paid charges and the insurance cost of my complaint.

This situation has been deeply disappointing and agonizing as a consumer and customer, especially when we have been with Bajaj Allianz for over 15 years. We have been without a TV for over a month, and been accommodating to the repeated wait and service quality during this time.

Per your personnel advice, I also sent an email to Pratibha Lole but haven't heard from her either.

I kindly request you to take immediate action regarding this complaint, and would appreciate a quick resolution to this problem.