[Resolved]  Videocon D2H — Videocon D2H - Incompetence and pathetic service in every aspect!

Address:

Chennai, Tamil Nadu

I am from Chennai and I have been using Videocon D2H for the last two years and have regretted every single time I reached out to the customer service base (Tamil). Customer ID – 19642080 I couldn’t take it anymore after today’s incident that happen last three days. Now I have decided to discontinue Videocon D2H and I will ensure no person in my known circle will choose D2H as I don’t want anyone to will ever experience such a cheap service. I would like to justify with the recent unpleasant and sick experience as in why I am taking a strong stand against Videocon D2H – Before getting in to it I have my validity till 30th of April 2014 and my TV works just fine when I play some movies through DVDs so that it cut out the option that anything being wrong from my end. On 17th April 2014 early morning the TV screen went blank and called up the customer care (TAMIL - [protected]) to report this incident and they instructed me to do something to the device (like turning off the device and removing and inserting the smart card again) and I did so. But nothing seems to be working and they said they will reset the device from their end and asked me to wait for three hours so that it gets fixed. I had been to office after that and returned back in the evening and found that the TV screen was still blank. I immediately called the customer service and asked told them the problem and they said again they would reset it (As the ritual) and again the same three hours. On 18th morning the problem was still there again I called the customer care but for 12 minutes nobody attended me. Again in the afternoon from my office I called and again for 15 minutes one answered and same state in the evening too. On 19th early morning around 7 AM I called up the customer care and asked them for a resolution on this issue immediately explaining the issue. The lady gave a damn and said we have registered a complaint (Complaint No:[protected] and ‘THERE WILL BE A SERVICE ENGINEER VISITING YOUR HOME TODAY’. I told her that I have been facing this issue for the last two days and I requested her to fix this so that I could watch the IPL at peace over the weekend. Nobody is at my home during this weekend and I didn’t have any idea when this service engineer would turn up. I call the customer care around 4 PM to check when the person would be coming. The lady who spoke to me said ‘The service engineer will be there in the EVENING’. I cancelled my plan of going out and sat back home just not to miss this person. Till 8 PM no one turned up and called up the customer care again and spoke to one of the meanest and arrogant and incompetent named ARJUN (I don’t even know if he gave me the real name). I told him that I have been waiting for the service engineer the whole day and he bluntly said your complaint is registered only by 7AM in the morning and we have 24 hours to solve this. I told him I have been telling this problem for the last 3 days and he said it doesn’t matter as the complaint is registered only in the morning. I asked him how come they didn’t consider this as a complaint when I told two days back, he simply said they would take time to decide if this is a complaint. I asked him again would the service engineer be coming today or not as committed. He hung up the phone saying that “we have 24 hours to solve this issue” – such person cannot work in a service industry I called up again and spoke to a customer service executive and explained the issue of being waiting the whole day for the service engineer and he was very rude too. I wanted to escalate this behaviour and asked him to put me through to his manager. I was forwarded to a person known as Deepak. Well I should say that this person was way better, he just hung up on me when I was explaining the issue. I again tried calling and as usual no one answered. On 20th Morning around 11 AM I was super annoyed as they have a 24 hour window to close the ticket. I have been waiting for this to be resolved for 76 hours and withstanding various rude and cheap treatments just for asking when the customer service executive will turn up. I called up a lady and forgot her name who annoyed me to the core. I explained her this issue and asked her two things 1) Why you failed on your commitment of sending the customer service executive till this morning 2) When will this person come so that I can plan accordingly She said this issue has gone to the escalation and it would get resolved on its own. She very easily said just wait for it. I went out of my mind and still controlled my temper and asked her to please provide me the details of the service engineer who is assigned so that I can check when he would coming. She again with an attitude said “we don’t possess those details and I cant help you getting that”. This is customer service at its worst. She said that there will definitely be a service engineer for sure but she can’t tell anything more. No one turned up till this Monday morning 22nd April!! Now see this people I had to wait without anyone at home and TV just for the service engineer to turn up for TWO days (Saturday and Sunday) I badly wanted to watch IPL and couldn’t for the last 4 days! On top of all these I had to listen to these arrogant customer service executives. Such a pathetic, poor and cheap service (Mr.Arjun & Lady I spoke to were the star of cheapness)!!