[Resolved]  Videocon Converted Colour TV — VERY POOR WORKMANSHIP & UNRESPONSIVE STAFF

The following complaint was repeated sent to Videocon last year but no response is there:

I purchased a color TV of VIDEOCON MAKE model No 5303 R way back in 1991. The set was excellect and gave excellect performance. With time, of course, its performance declined and it went for repairs a few times at various authorised centres of Videocon (it was never repaired at any local repair shop).

Last October it was given to an authorised Service Centre designated for our locality at Curewell Electronics at Shakarpur, Laxmi Nagar, Delhi, which the Company one fine day later denotified from its list of "authorised centres". This Centre charged us Rs 1500/- for some repairs which it promised it will execute in Rs 1000/- (approx). The work done, to use a euphimism, was utterly shoddy, and old troubles kept on recurring till the set totally stopped functioning. I had been drawing the attention of the Company officials to the unscrupulous dealings of the Centre - they (the Centre) attempted to sell me a remote for the set in which many functions did not work and the ones that worked were not related to my model. The repair work did not last for even 3/4 months and the Set was back to ICU in another 'clinic'. I had paid Rs 1, 500/- for NO JOB DONE AT ALL. The Company's area officials did not help either. The Centre did not even issue a proper receipt!!!

In the second 'authorised Clinic' at Swasthya Vihar, where I had to carry the Set personally, as they said that my residential area did not come in their purview, after examination they advised me to go in for a 'conversion' (not religious, of course) of the set whereby they will replace everything inside except the picture tube for around Rs 4, 000/-. And the work will be over in 2/3 days.

I agreed for the conversion and understood that I will collect the CONVERTED SET in 2/3 days. I stressed on this since I was scheduled to proceed for official work out of Delhi for a month and I will not be able to come to collect the set if the Centre took more than more than that period. The Centre assured me that 2/3 days is all it will take to complete the job failing which they will undertake to transport the set at my residence without any cost to me.

However, here again, as things go with these Centres (& tailors too), after 2/3 days they told me that the conversion kit was in short supply and it will take a week more.

To cut a long story short, the final delivery was done after 3/4 weeks and I was NOT IN DELHI AND THEY DID DELIVER THE SET BUT CHARGED AROUND Rs 250/-.

Now for the quality of the converted set:

- The Cabinet is of very poor quality - the power switch really needs to be pressed hard to on/off the TV.
- The picture quality is poor
- After switching on initially for 3/4 seconds there is a reddish/blue tint which vanishes after sometime
- The remote is not of a good quality, it appears that an old one was fobbed off
- The panel buttons get jammed sometimes
- There is reddish tinge on horizontal lines
- The picture size is defective, and some more...

When told of the problems their service engineers made a visit but could not rectify them & the Clinic coolly informed me that the set would have to be brought to the Centre again.

The complaint which was registered has not been closed by ME till date though I understand the 'clinics' close the files UNILATERELLY if they find themselves unable to deal with cases.

Well this is SOMETHING!

Imagine, the Centre made me spend Rs 4, 000/- and then again Rs 250/- for transportation... (THIS IS IN ADDITION TO THE EARLIER Rs 1, 500 SPENT BY ME WHICH THE COMPANY SHOULD REFUND TO ME) Now again I must take time off from my office & spend on petrol to deliver the set again for a rotten work done by them for which they should take full responsibility. When they should have ensured that a defectless new converted set is delivered, they have no compunction in demanding that I should bring the Set.

If there are defects relating to THAT work done it should be their responsibility and the consumer should not be put to inconvenience.

What I would like to know is if this is the official position of VIDEOCON or their "CLINICS" are taking us for a ride.

And charging us for it.

Sir, the Organisation mission expression “To delight and deliver beyond expectation…”, excites when one reads the words, but the step motherly treatment given to ordinary customers like me is indeed quite disheartening and when we talk to our acquaintances & other circle and the talk veers around to gizmos we own, brands like Sony, LG, Panasonic, HP etc are mentioned as a matter of pride. But (we own two CTVs of Videocon make) it becomes difficult to mention VIDEOCON in the same genre and one generally tends to keep quiet...

Sir, I am constrained to send the CC to the CEO as I have frankly reached a point of no return with the local service centre which handled my problem as it just refuses to own up any responsibility for the poor work done by them. I also do not have the time to spare for pursuing the matter with the local office as the Centre refuses to divulge the address and I have office to attend to. My complaint is still pending (as I have not put my signatures on the "satisfactory column") I would like to request VIDEOCON TO ADVISE THE CENTRE TO PUT A SATISFACTORY CLOSURE TO MY GRIEVANCE/COMPLAINT.