Toshiba — Regarding Shoddy Product Quality and Poor Customer Service

Address:

Thane, Maharashtra

Dear Sir / Madam, I wish to bring to your notice certain issues that I have been facing with my Toshiba TV. I shall present the entire case to you and request you to redress the issue at the earliest. I had purchased Toshiba LED TV (39inches) from Vijay Sales, Near Tip Top Plaza, Thane (W) on 19-Dec-2013 (photocopy of receipt attached) (Model No.:- 39P2305ZE, Unique Serial No.:- D44X15H01492C1). I had specifically chosen a model which had provision for connecting to Set-Top box, DVD player and external speaker; all at the same time. The said model had several connection points at its rear from where the 3 devices could be connected simultaneously as we desired. The TV worked well for more than a year. However, since May, 2015 a black horizontal line started appearing at the centre of the screen which obstructed our viewing. A complaint was registered with Toshiba after which company technicians inspected the TV and told us that the TV would have to be replaced and the same would be done free of cost since it was within warranty period. They replaced the faulty Television set with a new set (Model No.:- 40L2400ZE Unique Serial No.:- F116D4J00178V1) on 5-Jun-15. However, the new set which was provided to us did not have provision for simultaneous plugging in of several devices as mentioned above. The installation happened when I wasn't at home. On returning home from office, I noticed the same and reported it to Toshiba people the very next day. I requested them to provide me with an identical model as replacement since simultaneous connecting of multiple devices to the TV was one of my major criteria at the time of purchase. However, the service persons from Toshiba flatly refused to provide me with an identical set. In fact, they replied quite rudely saying that come what may I shall not get the desired set as replacement. I have been trying to get this issue addressed by getting in touch with persons from Toshiba. The most shocking part is that the over the past 2 - 3 days, even the new set that I received as replacement has been suffering from the same fault that the earlier set had – appearance of black horizontal line. Hence, I have decided to write this letter to you. Given the good reputation that Toshiba enjoys in India, it is really unfortunate that I had to go through the experiences that I mentioned above. I request you to address my issue at the earliest and provide me with a TV set which is NON-FAULTY and has provision for connecting multiple devices to it since that was a major driver for my purchase. I am also taken aback with the kind of rude behavior that I faced from Toshiba service personnel. In addition, I have spoken numerous times to several customer support employees. However, their behaviour has ranged from being unhelpful to rude to lying about certain things. The last time I spoke to an executive, I was made to hold the telephone for about 10-15 minutes and made to speak to 3 different people (Mr. Anurag, Mr. Manish and lastly Mr. Deependra Singh, who claimed to be an Area Sales Manager). A Service Request Number was generated (TIPLSRG=6G0056137). However, there has been no redressal of my query. PS: Please find attached scanned copies of the following: 1. Original TV Receipt 2. Original TV Manual 3. Replaced TV Delivery Challan 4. Replaced TV Manual Kindly open the attachments using “Microsoft Office Picture Manager” Thanks & Regards, Aditya Anand Bapat +91 [protected] aditya.a.[protected]@gmail.com