[Resolved]  Sansui DVD Player / DVR - 515 — Inefficiency in Service

I had purchased Sansui DVD Player, product code:S-DVR-515 from M/s. Hazrat's Vision, 19, Lalita Park, Vikas Marg, Delhi-110 092 vide Bill No.10764 dated 12-Jan-2008 for Rs.7, 000.00. The dealer informed that a service engineer of Sansui India would visit our place to provide a demo of the product. We waited for about a fortnight but nobody turned up for this purpose. The product was made operational by ourselves. After about a month, the supply of DVD Player just snapped and it never came to life. A complaint was registered with the local service center of Sansui at phone number 65296240 under the Complaint No. 400SE08B23266. A Service Engineer named Lokesh came to attend the complaint on 27.02.2008 after about a week of the complaint. After examining the DVD Player, he took out a plate from the player and told that this supply plate needs to be replaced and he will carry it with him. I asked him to issue a receipt in this respect but he said that it is not there practice. When asked how long will it take to get the replacement, he replied that it will be done in a couple of days. After waiting for about 10 days, I enquired from the service centre the status of the complaint on 08.03.2008. Sh. Kapil of the service centre attended my call and informed that the requisite plate of our DVD Player has been received from Aurangabad and the job will be attended to on Monday, the 10th of March, 2008. Iwaited the whole day on Monday, but no one turned up. I again called the Service Centre on Tuesday, the 11th March. Sh. Kapil again attended the phone and informed that the Service Engineer has taken the part with him and my complaint would definitely be attended that day. Waited again the whole day, but it was not different from the previous day. Again called the service centre on Wednesday, the 13th March, 2008. As Sh. Kapil was not in a position to respond satisfactorily, he handed over the phone to another employee named Hirendra. He informed that he would look into the matter and call me back on my mobile but he did not. The service centre was again approached this afternoon. To my surprise, Sh. Hirendra informed me that my caomlaint will be attended on next Monday, the 17th March, 2008. When asked for the reason, Sh. Hirendra replied that the requisite part to be replaced has not come so far and it is expected by Monday. On enquiring about the earlier confirmation about the receipt of the said part, he said that it was not the one as required for my job.
The location of the Service Centre given by Sh. Hirendra is A-12, Ganesh Nagar Complex, Pandav Nagar, Delhi-110 092.

This is to bring to your kind notice that the total warranty of the product is for 6 months. The company has already waisted more than a month. Besides none has turned up yet to demonstrate the product. Actually speaking, we have not been able to utilise the product for the purpose we had bought it. We needed urgent recordings of the Live Shows of our daughter on TV. The job had to be assigned outside for which we had to pay a good amount of money.

Will the ICCF will take up the matter with the company and let me know what it can do for me.

Yours truly,

Parvesh K. Ankar