[Resolved]  Reliance Digital — Defective product Delivery and no resolution

Address:

Mumbai City, Maharashtra

I bought a microwave oven CE118 samsung from reliance digital (mulund west, mumbai) on 19 Jan 15. The product was a show room piece and got delivered to my house in poor condition (with some local carton) to me on 20 Jan 15. There after i didn't get any installation support and i raised compliant on customer care, and finally i recieved the installation support on 26 Jan 15. Shamsher Shaikh (mobile: [protected]/[protected]) - service engineer from reliance has attended the installation and when he opened the packing, he found the microwave ring was broken. He had taken photographs and told that he will submit it for replacement and his team will bring the new one and will hand over to us. So we accepted to proceed with demo. In the installation report we had written our comment on product defect and both the parties had signed also. However its been 5 days now and there is no update on it. When i called the customer care[protected] by 28 jan 14 (10:10 am), someone told me that the compliant is raised in system and it will be replaced. Same day from RESQ some one called and they told they will follow it up and if not will replace the product itself. I have raised the issue to cshead.[protected]@ril.com and [protected]@resq.in.. From there only sweet mails, saying we are sorry comes, but no resolution, Meanwhile an engineer from samsung came and he told, this is to be dealt by Reliance digital or as a customer i can pay and get new ring directly from samsung.. However there is no call from reliance. The wonderful part is, neither they follow any service level ( 4hrs mentioned in website) for any contact, nor they actuall take action when you send mail. So its waste of time for customer. Also they dont have any escalation matrix, so you cant contact thier higher authorities or mail them. so everywhere they protect themselevs and show no customer support. Good i never bought any additional care warranty from them. Imagine how bad it be! This is the Reference No.:[protected] of my contact.Remember they dont give any reference number in thier phone call, only on mail i got this number. Its been 13 days, i am waiting for the defective product to be replaced, and also its a show room piece came in some old box of other company...