Amplifon — Being charged for repair during the warranty period

Address:

GN Hearing Aid India Pvt.Ltd, #1201-03,12th Floor, V Times Square,Plot #3,Sector 15, Palm Beach Road,Navi Mumbai- 400614.Ph:+912227524700/20-24

Sir/Madam,
My mother had purchased an ear phone in May 2018 as she is hard of hearing from the Amplifon outlet inside Columbia Asia Whitefield with a warranty period of 2years for an amount of approximately INR 90, 000 for both the ears. As instructed by them, it is being serviced every year and was done so in 2019 as well through Columbia Asia Mysore as my aged parents reside in Kodagu with no Amplofon centers there.
During February 2020, when I called Columbia Asia Mysore, was informed that the service centers were closed with absolutely no entry for senior citizens due to the pandemic.
Approached Columbia Asia Bangalore and was informed there as well that with restricted access to public at the hospital, the hearing aid centre was not operational at all.
On calling Amplifon contact person – Mr. Mahendra ([protected]) who, his mobile was not reachable.
As public access to all the hospitals were restricted due to COVID, we had no way of contacting anyone in person as well.
In February 2021, I visited Columbia Asia Whitefield in person and was able to handover the phone to Ms.Suprabha who is newly appointed by Amplifon for the Columbia Asia Centre at Bangalore.
Was informed that she would check on the possibility of servicing and then after two weeks, was informed that the ear phone is serviceable at cost and also the technology for the existing one was redundant hence might not work for long and calls for replacement. The servicing cost quoted per ear phone is as follows:
• Minimum Cost: INR. 6824 for Amplifier, Housing, Battery door & without Receiver.
• Maximum Cost: INR. 9449 for Amplifier, Housing, Battery door With Receiver
• 1 year repair warranty will be applicable in both cases for the parts mentioned. Any kind of damage inside or outside, mishandling ( in inner or outer parts), battery leakage & other wear and tear will not be considered under warranty).
• Handling charges Rs.500 is applicable for two hearing aids, Please ignore if already paid during submitting machines at clinic.

Was offered a new ear phone at INR 84, 000 claiming that they are offering it at a discount when the original price is INR 115, 000.
On raising a complaint on the Warranty period not being available, I got a rude call back saying that they were not operational only for two months due to COVID. Though the Company was operational, with absolutely no physical access to the centers and no information was available from the Company on how the ear phones could get sent to them through any other modes.
• How is senior citizen aged 75 expected to get the earphones serviced with no access to any centers?
• Why is the Company not considering warranty which never got extended?
• Is it fair for the Company to promote disposing off the existing phone and promoting a replacement in the name of technology?
• Why are the customers being taken for a ride by offering sub standard product in the first place and then when called for servicing asked to replace it as it is of no great quality?
• When hearing impairment, why are the senior citizens being
I have all the call recording of all the conversation which was had with each of the person at Amplifon which can be shared.
Requesting you to please help with getting this servicing considered under warranty as there has been no way for a Senior Citizen of contacting Amplifon for resolution during the COVID 19 pandemic