Kohinoor Televideo — Tcl tv faulty delivery and staff behaviour complaint

Address:

Sierra Tower, Flat No: C-1203,, Lokhandwala Township, Kand East

Hi All,

I bought 2 products from your shop on 8th Jan (Order id - ktpl - ORD[protected] & 70) with a sales promise to be delivered and installed in next 24 hrs.

My frustration started when I started interacting with your team as Micro oven was delivered next day but did not get installed till next day noon and TV was not delivered by then also... beyond 36hrs.

I called up your team on 10th noon to check for Micro oven installation and for delivery of TCL TV. I was given to understand by a leady called - Ms.Firdosh that it is a standard norm that the installation will happen after 48 hrs and TCL product will be delivered next day. For which I was not updated while purchasing and was committed different.

Now the second issue started, on 11th evening when the engineer came and after installation of TV it was noticed that the screen is faulty one. This is the time when TCL engineer suggested to have a call log with kohinoor for replacement of TV. I spoke to Ms.Firdosh and it was told to me that Wednesday is off for go down and the product can be replaced only on Thursday (Today).

Upon enquiry on today with her around 12.10 pm, she advised that the exchange delivery will happen not before Saturday. This is where we had an argument and she was quite loud and aggressive on defending her communication that it was to be delivered on Thursday and even told me that it is all recorded whatever we have spoken. Upon, asking her to transfer the call to floor manager, she kept me on hold for 5 mins in the pretext of transfer. On my second call to her, she again argued without any apology stating her floor manager is busy attending other client calls and the discussion flared up.

My Concerns and complaint are :
Does Kohinoor treat clients like this...I had never experienced since last 10 years with Kohinoor as a valued client.
I am a respectable business man in Kandivali East and an NRI client. Do I deserve to hear like up country people treat.
In spite of repeated request to tone down on her voice, she kept on arguing with me and tried proving her point multiple times...I even had to tell her that I can step in to the store in next 10 mins to face her erratic talk personally.
Is this the way you handle client delivery escalation, where in the product delivered itself is a faulty one and should have been replaced immediate to avoid cancellation.
What is the meaning of client call recording - by this statement, do you mean we are abusive client and you record to afraid us to raise our voice on concerns?
I would request to know; do you have any police permission to record such conversation other than call center call. Which Indian Law allow Kohinoor to record such calls at store or any client calls for that matter?
if yes, can I be updated with permission details and I will get the police to check the permission to Kohinoor and recoding facility. I would want your senior management, Police and Ms.Firdosh to run my conversation and we listen together to understand better.
Finally, I was made to speak with Mr. Madnesh and he assured me to get back to us...we are awaiting to hear from him since last 1 hr.
I do not wish to call Kohinoor - Kandivali store any more for service delivery and would like my payment to be revered so that i can buy from some other store. I would like to cancel this TCL TV based on faulty product and unaccepted service standards.
With this note, I wish your business management and staffs all the very best for such a client service and would want some senior to speak to me now and reverse the transaction to my account or issue a cheque back to me by today afternoon.

Warm Regards,
Atish Das
M-[protected]