Toshiba India — Toshiba india not honoring their lcd tv warranty

Address:	560076
Website:	toshiba-india.com

Hi,

I had purchased a toshiba cricket series led tv (Model # 39p2305ze | serial #d44x15h01963c1) on 01/03/2014 from pai international electronics, situated on bannerghatta road. The tv is supposed to be under warranty for a period of 3 years.

On the 16th of august 2016, my tv’s display stopped working – the tv switched on, the sound worked perfectly fine and upon flashing light directly onto the tv screen, i could see the picture in the background. Only that the tv display was completely black. From all of this i deduced that this must be a led panel issue. I called pai customer care first and they promised that somebody would come look at the tv for a fee, but nobody showed up.

On the 17th of august 2016, is when i first registered a complaint with the toshiba customer care. The complaint # was tiplsr8h0029055. I went out of town for a week, between the 20th and 27th of that month. On the 22nd i had received a call from their engineer asking if he could come visit my place, and i informed him i was out of town and that i would contact him once i was back. I contacted him on the 29th of august and he asked me to send him a picture of the serial and model # printed on the back of the tv, with a video of the dark tv screen. I sent this to him via whatsapp. On the 30th of august i received a call from the engineer’s manager (Srinivas) informing that since i had gone out of town, the engineer had cancelled the ticket. He asked me to raise a new complaint, which i did immediately and shared the new complaint # (Tiplsr8h0051209) with srinivas and the engineer.

I followed up with them constantly after this and they kept telling me that they’re waiting for the replacement part to arrive (To fix the backlight display problem). On the 10th of september, i’m not sure how, but another complaint # was generated (Tiplsr9h0015134) and sent to me via sms. After a point srinivas told me that the parts are out of stock and that they will replace my television set. During this time, i had also called up customer care multiple times and they didn’t help, except for the false reassurance that they’ve escalated the request. But i managed to get the number of the person responsible for replacements and refunds from them – his name is vijay.

I spoke to vijay on the 19th of september, after multiple attempts. He told me that they would not be able to replace the part nor provide a replacement tv, instead they will only be able to refund the amount i paid for purchasing the tv. I agreed to that. He said he’s waiting for couple of approvals and that the whole process will take a month’s time, but that i would receive a conformation in 10 days’ time. He asked me to call him back in 10 days. Coincidentally, the very next day i got a call from someone asking what name should be mentioned on the refund cheque (Called this number on 3rd october but it turn out this was a different toshiba division altogether).

I went out of town again for a week and during this time there was no communication from anyone at toshiba. I tried calling vijay again on the 3rd of october, but he didn’t pick up. Called customer care, the same lady who was unhelpful on earlier calls attended to me and put me on hold for over 5 mins. I disconnected the call and called back, but all i could hear was the hold music; nobody picked up. I called srnivas and he told me that my request has been escalated and that it will take time, so and so forth. But he promised to check the status and let me know the next day.

I tried calling vijay again on the 4th of october, and this time he picked up. He informed me that he had left the company and that i need to call customer care. Post which i immediately called customer care, but again, no response. I then called srinivas who confirmed that vijay had left, but failed to be of any further help. I asked him for vijay’s replacement’s number. He gave me the number of the new guy, called vatsan. I tried calling vatsan a couple of times, but the call was being disconnected.

I’m tired of wasting my money on all these follow-up calls and i have lost hope that i will receive any service from toshiba. They don’t even have a social media account; to which i could post my grievance. And they customer care is absolutely unhelpful, with maybe one lady manning the phone. Fyi, i’ve recording of all these calls and transcripts of my whatsapp conversations as well.

I’m writing this mail hoping that my grievance will be resolved, because it is absolutely unfair that i’ve to let go of the rs. 40, 000 that i paid for this tv, in just 2 years. When i purchased this tv, i didn’t realize that toshiba would discontinue their tv business and that the company was a sinking ship.
Thank you in advance, for your time and help with this matter.

Best,
Ragesh nair