Sansui TV — Fault rectification/1 year delay so far
1.1 One year is over from the date of the original complaint ie Oct 2007,
but the fault is still not rectified.
1.2 Sansui TV 29” purchased on 1/6/2006, with 3 years warranty.
Model CTV HR 29 GD
1.3 Fault : We hear crackers with in-between black-outs/ blue screens, intermittently many times every day causing irritation and nuisance.
1.4 Maintanence / Service Centre:
Millenium Business Park, Sector No 1, Mhape, Navi Mumbai.
In charge – Mr. Umesh Malekar, Mobile – [protected]
1.5 Your Maintenance/ Service centre people have not been able to rectify
The fault although one year period is over from Oct, 2007, till date.
2.1 I have contacted your Maintenance/ Service centre people ( Mr. Malekar
Mainly and some times, technicians under him) during this period almost 2/3 times a week (with gaps when fed up or when went out of station) i.e.
totally 30-35 times.
They all give dates but neither turned up on these dates (except on 2 dates)
nor informed us that they won’t be coming and kept us waiting whole day
and wasting our time. It seems that they do not keep proper follow up records nor do they value our time.
They turned up 5-6 times on different dates unannounced (came on 2 given dates – an exception). Two times the house was locked when they came unannounced and left the intimation card without date, time, telephone no and in one case no Name also.
(They are of course very courteous while talking on the telephone or in person.)
2.2 They attended the TV fault
a) 4 times at our place.
b) Once, the technician visited, saw the TV, asked questions and went back.
c) Once the TV was taken away for 3/4 weeks at their centre.
d) Once electronic cards/ board/ kit was taken out, repaired and brought back (after one week), in Oct 2008.
2.3 All these repairs had no effect and the fault still remains although its one
Year now since the problem originally surfaced in Oct. 2007.
2.4 In between, your people frequently advised me (after every repair and obtaining my signatures – they do not leave any records with me of dates/repairs, etc) to register again / afresh whenever I complained of no effect of earlier repairs.
I resisted majority of the times but I had to register the complaint 2 times in between:
This was being done. You know better why.
2.5 My dealer had informed us when 1st complaint was lodged through him (on 24/10/07) that just telephone them and they will attend within 24 hours). Nobody attended for a long time probably because no proper records are kept by the Service centre.
2.6 After the 1st time help in lodging the complaint, the dealer refused to help and said we should contact the Service centre directly as their role was over as soon as the TV was sold.
3.0 Now, one year of warranty ( out of 3 years) has already been wasted apart from the agony we have suffered due to inefficient and undependable quality of service from Videocon ( now MNC), who profess to give international standard of services and who are expanding globally, but lack of quality service is the ground reality which is not supportive, but rather disruptive of their plans.
4.1 These facts show that:
a) Either this TV is defective and unrepairable or
b) Your Service centres are not technically upto mark
atleast for this brand.
4.2 My new found loyalty to Videocon has been shattered.
5.0 a) Could I expect some positive solution of this problem or
b) I should get it repaired privately from any technician and forget the warranty? or
c) I should look for some other companies brand and forget this TV considering it a bad decision on my part to purchase a Videocon brand.
6.0 I know your legal experts can easily and adroitly refuse these facts but
our hopes in the changed management which is transparent and customer friendly.
7.0 An early response or a solution will be highly appreciated.
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