Philips / LCD TV — Poor Services

Address:

Mumbai Suburban, Maharashtra

From: "Sunil Medge"<[protected]@rediffmail.com>
Sent: Mon, 17 Sep 2012 20:33:32
To: "Philips Consumer Care"<[protected]@philips-customercare.com>
Subject: Re: Confirmation

Dear Sir/ Madam,

I am one of your regular customers and had brought LCD TV few year back. There was small problem as sometime picture go off and we have slightly to hit back site of TV, so that picture get appeared. Though this is not major problem, but I had thought to get my LCD TV serviced from your service centre. I have accordingly lodged complaints on 31/08/2012 (complaint no PMUM [protected]). After few days, your service engineer Mr. Vijayshankar Rai had come to us for servicing our TV. We had narrated him problem but he was found very non technical as he did not know what is to be done. He told us that he can only perform his services after going picture off. We told him that is not regular problem which is happening some times. It was surprise for me to understand from him that if picture go off, then he would do some R&D, if picture get appeared then work is completed. This was very funny for us we had confirmed that he is having very little technical knowledge and was not safe! to hand over TV to him. WE asked him to send other person since he was not able to repair TV. But he kept us calling on regular basis, after few days he again came to us and we had finally agreed and he had done some minor soldering work on circuit where cable is connected. I could observe and brought to his notice that whatever he was doing was completely irrelevant and not going to solve problem. He had just done some soldering work and finished and started asking money. After unsatisfactory work, I was so reluctant to pay him fees as I was 100% sure that he has done nothing. But since I was dealing with company like Philips and based on this trust I had paid fees of Rs.787/- to him. Immediately after his departure, problem was started coming. I had spoken to him and thereafter contacted to customer care center and complained about service engineer and asked to send another engineer. After this complaints dated 8/9/2012, after one hours I got message from service centr! e saying that complaint has been closed, it was shocking to know that previous complaint was not yet closed and I had again complaint second time and I was receiving this message.
On the same day, I had again called customer care centre and lodged my grievances about services (no PMUM[protected] dated 8/9/2012). I had specifically told customer care that we don’t want Mr. Rai as engineer and customer care executive had accordingly assured me that they would be sending another engineer. Despite of this I have again received sms saying that Mr. Rai would be visiting for whom I had denied. I think this completely mockery of system.
Despite of this, today is 15/09/2012, so far your engineer has not come to repair our TV. I don’t know how are you monitoring your services specially TAT (Turn Around Time) and what is your criteria for selection of engineers. How do ensure that right person goes from your appointed service centers who are working on franchise basis.
Can you tell us what we should do for such services if your non technical engineer comes and take fees without doing anything? I feel it is completely cheating and harassment of customers.
I would also like to bring your notice he (Mr. Rai) was suggesting us to pay him unofficially Rs. 400/- so that we can save Rs 387/- and we would not inform to Philips service centre. It is really tempting offer they are offering, which may change mind of customer if customer saves 50% amount. But I was not got lured on his offer as I knew that TV would not be repaired from him.
I have wasted my valuable time for writing such big mail. But it was required i have still got trust on Philips company for best services.
I am waiting for positive reply for repairing of my TV on time and you would also send person who is actually engineer / technician.

Regards
Sunil Medge
[protected]@rediffmail.com






From: "Philips Consumer Care" <[protected]@philips-customercare.com>
Sent: Sat, 15 Sep 2012 18:35:51
To: <[protected]@rediffmail.com>
Subject: Confirmation



Confirmation
Dear Mr. / Mrs. Sunil,

We have received your inquiry and will answer your question within 24 hours.

With kind regards,
Philips consumer care

You submitted following inquiry:
Dated 15/09/2012

Dear Sir/ Madam,
I am one of your regular customers and had brought LCD TV few year back. There was small problem as sometime picture go off and we have slightly to hit back site of TV, so that picture get appeared. Though this is not major problem, but I had thought to get my LCD TV serviced from your service centre. I have accordingly lodged complaints on 31/08/2012 (complaint no PMUM [protected]). After few days, your service engineer Mr. Vijayshankar Rai had come to us for servicing our TV. We had narrated him problem but he was found very non technical as he did not know what is to be done. He told us that he can only perform his services after going picture off. We told him that is not regular problem which is happening some times. It was surprise for me to understand from him that if picture go off, then he would do some R&D, if picture get appeared then work is completed. This was very funny for us we had confirmed that he is having very little technical knowledge and was not safe! to hand over TV to him. WE asked him to send other person since he was not able to repair TV. But he kept us calling on regular basis, after few days he again came to us and we had finally agreed and he had done some minor soldering work on circuit where cable is connected. I could observe and brought to his notice that whatever he was doing was completely irrelevant and not going to solve problem. He had just done some soldering work and finished and started asking money. After unsatisfactory work, I was so reluctant to pay him fees as I was 100% sure that he has done nothing. But since I was dealing with company like Philips and based on this trust I had paid fees of Rs.787/- to him. Immediately after his departure, problem was started coming. I had spoken to him and thereafter contacted to customer care center and complained about service engineer and asked to send another engineer. After this complaints dated 8/9/2012, after one hours I got message from service centr! e saying that complaint has been closed, it was shocking to know that previous complaint was not yet closed and I had again complaint second time and I was receiving this message.
On the same day, I had again called customer care centre and lodged my grievances about services (no PMUM[protected] dated 8/9/2012). I had specifically told customer care that we don’t want Mr. Rai as engineer and customer care executive had accordingly assured me that they would be sending another engineer. Despite of this I have again received sms saying that Mr. Rai would be visiting for whom I had denied. I think this completely mockery of system.
Despite of this, today is 15/09/2012, so far your engineer has not come to repair our TV. I don’t know how are you monitoring your services specially TAT (Turn Around Time) and what is your criteria for selection of engineers. How do ensure that right person goes from your appointed service centers who are working on franchise basis.
Can you tell us what we should do for such services if your non technical engineer comes and take fees without doing anything? I feel it is completely cheating and harassment of customers.
I would also like to bring your notice he (Mr. Rai) was suggesting us to pay him unofficially Rs. 400/- so that we can save Rs 387/- and we would not inform to Philips service centre. It is really tempting offer they are offering, which may change mind of customer if customer saves 50% amount. But I was not got lured on his offer as I knew that TV would not be repaired from him.
I have wasted my valuable time for writing such big mail. But it was required i have still got trust on Philips company for best services.
I am waiting for positive reply for repairing of my TV on time and you would also send person who is actually engineer / technician.

Regards
Sunil Medge
[protected]@rediffmail.com