[Resolved]  Videocon Industries Ltd — Faulty Refrigerator Sold

Address:

Bangalore, Karnataka

Below was the flow of events that has left me bewildered with the customer service of Videocon.
13-Aug-2012 – Bought Videocon Refrigerator (VCP314IBH) from Kundan Electronics ( Cox Town).
20-Aug-2012 – Noticed frost formation & assumed just that the temperature setting would have been high. Hence lowered the temperature setting. Apparently this refrigerator is supposed to be a “Frost Free”
29-Aug-2012 – Noticed a pool of water underneath the refrigerator. Just overlooked & assumed it must have been some water that had been spilled. Food stored was getting spoilt within 2 days of being refrigerated. The frost formation did not cease either.
01-Sep-2012 – We called the customer care service and booked a complain on the same . (Complain number –BAN [protected])
03-Sep-2012 – The service personnel Mr. Imran comes home and inspects the refrigerator. On inspection he found a piece of scrap stuck inside. Said that similar things could be inside stuck, that could be causing the current situation.
He said that further inspection / repair could be carried out only if the frost is melted. So he promised to come the next day and do the need full.
We empty all the contents of the refrigerator & switched it off. This has indeed caused a lot of inconvenience.
4-Sep-2012 – *Received an SMS that the case has been closed when in reality it has not been.
*Since the service guy had not come as yet when it was way past 2:00 pm.I had called Mr.Imran and he assured me a new personnel would attend the same on priority. Another technician had come. On inspection he conveyed that it was a manufacture defect hence would not be able to repair and would give a replacement of the same. He asked for a photocopy of the purchase bill, of which i had handed over the same to him.
This was indeed a shocker to us since it was less then a month since we purchased the refrigerator. This made me question the quality check at Videocon & its products. I did see the inspection check list on the reverse of the refrigerator and it’s all ticked. Wonder if it was actually physically checked?
*Spoke to Imran he assures me that a replacement would be arranged in another 23 days. This was a real shocker. I was left wondering what was my mistake that i deserve this sort of service from Videocon .We are currently running a household without a proper working refrigerator. However Mr. Imran said that he has given the Purchase bill to a person called Ms. Shruthi in the office who is taking care of the same. I requested for Ms. Shruthi’s number which i kept trying and was unable to reach her.He also said i would be informed on the application status the next day at 11:00 Am
5-Sep-2012 – Called Imran and said that i was unable to reach Shruthi.So he immediately gave the phone to Shruthi .She just told me that she has submitted the required documents for approval and it would take 23 days for a replacement. I said that i would like to talk to her manager if this process could be done faster.So she gave me Mr Balaji (Area Service Incharge ) phone number as usual the saga followed i had to call several time to get through this number too. At last i happen to speak to Mr Balaji who was upfront curt in his behaviour and informed me why do you call us contact Kundan Electronics.I was left dumb struck i expected some sort of remedy and not a volley of words hurled at me. So i just ended the conversation asking for who his manager was and he had directed me to Mr Unnikrishnan (Manager –Videocon)
The number i was given was just ringing the whole day, i must have at least made about 24 calls to this number and was till unable to reach Mr Unnikrishnan.

6-Sep-2012 – * Called the customer service and explained the problem and requested if i could speak to some one incharge.She said that she cannot transfer the call nor give it to any supervisor. But however said she can give me a new complain number which would be BAN -[protected].
I said that i need to talk to some one who could address my concern, and that i cannot possibly wait for 23 days to get a replacement. She gave me Mr. Hebbar phone number. Spoke to Mr.Hebbar he said it will take time to give the replacement and asked me to Speak to Mr Balaji ( Area Service Incharge) I could not even call again to be abused hence was left wondering what do so decide to kepp trying to get through Mr.Unnikrishnan (Manager-Videocon)
This whole rigmarole is really frustrating ,none is willing to understand my plight and show any empathy . Which has caused a lot of inconvience & frustration.
*Later in the day managed to speak to you Mr.Unnikrishnan (Manager – Videocon) .He assuring me that i would receive a phone call with an update in 30 min. I am yet to receive the same Hence this complain
I am left now without a working refrigerator and none from Videocon is able to give me a solution. The only fault of mine was to purchase a Videocon product & had to face the brunt of it.
Wish to withdraw the application for a replacement as i really cannot wait any longer. It has become a real burden to run a household without a working refrigerator. Thus it’s pressing me to buy a new one immediately.
Hence have request for a refund of my money.