[Resolved]  Videocon D2H — Pathetic service quality and harassment and loot of loyal customers by videocon D2H

Address:

Mumbai City, Maharashtra

Customer ID 70554870 Name Mahesh Kothari ph no. [protected]
I have subscribed videocon d2h platinum HD plan since almost 2 years. Recently some time back the set top box automatically updated itself and all the problem started. Changing the channel became so irritating due to huge lag time from one channel to another. Sometimes as long as 3 to 4 minutes! Especially when i used to run through channels quickly. It was so frustating that all my family reduced waching tv drastically. Another problem is after initial startup i used to get message signal not available, usually in the morning hours. Only after switching STB off and on several times, its possible to watch tv.
initially i ignored these problems thinking that videocon might launch another update and solve it on its own. Since they do not seem to bother much i finally decided to lodge official complaint. 1st call to videocon d2h customer care went like this. some rowdy exec. picked up call. When i told these problems his 1st reply was that i will have to pay rs. 450 for STB. That dumb rowdy person didnt even paid attention to my complaints and continuosly asked me to pay rs. 450 for STB even after me telling him repeatedly that i have valid service warranty.Finally when i told him to kindly give me complaint no., He curtly told me that i will receive SMS containing complaint no. and it will be addressed within 24 hours. He abruptly cut the call. Not surprisingly, neither i got any SMS about complaint nor did i receive any call from videocon. of course no question of complaint getting addressed! Instead videocon used this opportunity to send me SMS containing some offer though i am registered for DND. Such a cheap and disgusting attitude towards customer complaint! Next i gave another call to videocon, had to repeat entire complaint again after which exec. told me that an engineer will visit in 24 hours and i will be charged rs. 150. Again i told him about my service warranty. To my horror, he plainly refused that i have any warranty! this is despite the fact that i posses a document stating service warranty of 3yrs valid currently. Finally i told him to send engineer to whom i will show warranty.
Engineer came next day. I narrated him all complaints again. He checked tv and acknowledged complaints. The way he tried to solve them was a complete let down. He tried solving problems by reducing the resolution of HD channels from 1080(full HD) to 480! My god! Why the hell am i paying videocon such a huge sum if i have to watch HD channels in low resolution??? As expected, it didnt solve any problem. The guy called up someone, possibly his EXPERT SENIOR, that it failed to solve problem. He was then probably asked to replace and check the STB. BUT the guy didnt even had one. Imagine you are troubleshooting STB complaints and you do not even care to bring one! Now in his attempt to fool me, he tried replacing power adapter to show me that he actually did something. After that showdown he took smart card out, rubbed it on his pants and placed it again. After all his moronic attempts, he finally tells me: Your smart card problem is solved. WHAT THE HELL!!! Who told you there was any problem with smart card. After i pointed him out this fact, he still repeated multiple times that how intelligently he solved smart card problem( by rubbing it on his pants). Must be some kind of magical pants!
When i confronted him repeatedly about actual problems, his reply was iconic. YE PROBLEM UPER SE HAI. MAI KUCHH NAHI KAR SAKTA. Ironically he was sent from UPERSE, form videocon itself.
Since i realised it was beyond his remedial power of magical pants, i asked him to go and thought of complaining again.
Next day he called me again and asked me if he can check by replacing STB, i told him ok but at particular time when i am home. He immidietly refused, told me that he wants to visit now and change it.
Later i got another call, from videocon coordinator Dinesh Prasad. He Asked me same thing. I told him clearly that whatever work you want to do, do ot in my presence. He then told me that my complaint will be closed and i will be charged rs 150. Again i had to narrate him about warranty. It was such a tormenting experience.
SO BASICALLY VIDEOCON DIDNT SOLVE ANY PROBLEMS AND CHARGED ME RS 150 FRO NOT DOING ANYTHING AND DESPITE HAVING VALID SERVICE WARRANTY.