[Resolved]  Reliance Digital Stores — Poor After Sales Service

Address:

Vadodara, Gujarat

On 24MAY2010, we purchased Samsung Split AC from Reliance Digital Stores, Vadodara. We were assured by the stores that the AC would be installed by 26MAY2010. Well, that was the last happy moment we had w.r.t. the purchase. Unexpectedly, on the evening of 25MAY2010, the installation engineer came home for installation. When the boxes were opened, we found that the Indoor unit was damaged. i.e. one of the plastic lock(hook) to hold the mounting bracket was broken. Thus the installation engineer asked me to get in touch with Reliance Digital. When I immediately visited the stores, I had shock of my life :
1) The sales executives were trying convince me that this was a common problem and the broken lock did not serve any purpose, and asked me to go ahead with the installation as it is. It was very evident that they were trying to cover up the issue. To top all these, one of the executives suggested to fix it up with a screw, going through the outer body and clamping the bracket.
2) When I asked them if they were ready to take the responsibility of the damages (if any) while executing their brilliant idea, they just stepped back.
Finally we were stubborn on registering the fault with the Samsung customer care for a replacement.
Next day we had the samsung engineer at our home for the inspection. He said that it was quiet common that the store executives failed to follow up the complaints with the company, and asked us to remind the executives at Reliance Digital to followup.
The next day, from morning to evening 1630hrs, I constantly tried to contact the store executives, but the phone line was busy throughout this time. I went to the stores directly from office and found out that they had not made any effort to follow up the complaint, For the phone line being busy, their justification was that they had only one phone dedicated for Customer care, which they use for registering their complaints and they also agreed that it is very tough to get in touch with them with their Customer Care telephone number.
After following up (by reliance Digital) with samsung, I was told that the AC would be replaced and installed either on 27th or 28th (May). When I asked them for a commitment for at least 28th, for which their reply was "We would try our best". On raising my voice, they spoke to their stores head on phone and promised to install by 28th for sure.
Its so frustrating when such big stores are so negligent about the after sales issues, when we did not think twice before making the full payment, being carried away by the Brand name.
My advice to consumers planning to purchase goods from Reliance Digital at Vadodara would be:
1) Think twice, and if you have a more convincing local dealer, please go ahead and do not get carried away by Brand Name.
2) Be prepared to take up the responsibilities of the stores on your shoulders and fall behind them for commitments.

This certainly was our First and Last purchase for Reliance Digital, Vadorara.

ALL THE BEST..........................

Regards
Vinay