| Address: | PE6, Palacia, Utopia Housing Society, Wanawadi, Pune, Maharashtra, 411040 |
Dear sir / madam,
I have purchased bose sound bar 500 along with woffer 700 ; from tata croma store at seasons mall, hadapsar, pune. On 21st sept. 2019 at 5:30 pm with invoice no. As sla[protected] for the total amount of rs. 1, 11700 (One lac eleven thousand seven hundred) in the name of vinay hastak. This product was delivered to me on next day i. E. 22nd sept. 2019 and croma store bose representative mr. Rupesh had come to my home for its demo and explaining about alexa controls of the product on 24th sept. 2019.
I have bought this costly product out of my passion as one time long term investment to listen good quality music from a trusted branded product. I started used this sound bar regularly thereafter for 2 to 3 hrs a day till 6th oct. 2019 morning i. E. Effectively for 12 days. While i switched it on for listening it again on 6th oct. 2019 evening, i found that it was not getting started. I found that it was not getting switched on at all which was a surprise. I checked and confirmed that power supply at my home is on. All electrical appliances were working at my home and there was no power break down.
I tried plugging bose 500 sound bar to other electrical sockets at my home by unplugging the other running electrical appliance and found that the sound bar is not switching on while the other appliances were perfectly working. I also operated remote control buttons of bose 500 sound bar and manual buttons on sound bar and tried to switch on the sound bar but it was completely dead and was not switching on at all.
I immediately informed about this incidence to croma season mall pune store. Croma store asked me to bring the sound bar with all accessories to their store as soon as possible.
I rushed to croma season mall pune store immediately on 6th oct. 2019 evening by leaving all my other work behind and handed over bose 500 sound bar with all its accessories and carton in which it was delivered to me along with this product. Croma representative checked the sound bar and fond it was not getting switched on. He also checked it at his end by putting another electric cable of bose sound bar which they were playing at store to check whether there is any cable fault. He also tried using remote and pressing the buttons on sound bar but it did not work. Thus croma person confirmed that this bose sound bar 500 is not working and there is some issue. He asked me to deposit the sound bar and all accessories and provided me a formal document mep no. 1696473 mentioning clearly “totally dead"i was told that i will get a response on next day 7th oct. 2019 by evening about status and if not then latest by 9th oct. This will be resolved considering 8th oct. As dussehra festive day and bose office may not be working on this day.
I did not receive any feed back on 7th oct. 2019 and hence personally followed with croma season mall pune store customer cell during evening. I got a response that work is under progress and croma would revert back to me by 9th oct. Only. I found the same experience on 9th as well i. E. No response and had called croma store and understood that bose is checking sound bar 500 product till that time. During evening of 9th oct. 2019 i received a call from croma season mall pune store customer cell representative which was a big surprise and unbelievable. After more than 2 days of holding the product “bose 500 sound bar” at their end; croma representative said that product has working again while plugged in and there is nothing wrong with it. I should take the same sound bar back.
While i asked that how come the sound bar which was confirmed dead by you as well has suddenly and miraculously started working again, there was no concrete answer. I refused to buy their response. I expressed my concern and apprehension of providing me a faulty product after repairing and hence had demanded a replacement of the sound bar with another brand new piece of bose 500 sound bar.
I was told by croma that they would discuss this and respond back to me soon but there was no response till 11th oct. 2019 i. E. For almost next 48 hrs. During afternoon of 11th oct. 2019 croma representative called me and started selling the same story and trying to push me to take the same sound bar back. I again refused to buy the story, expressed my concern about delayed response and asked me to connect to their senior manager. I was not connected and was told that senior manger from croma would call me at the earliest. Since i did not receive a call i personally rushed to store again 11th oct. Night to meet the manager of croma season mall pune store to enquire about complaint and no response from manager. Croma customer care representative and manager both did not answer me about this but were trying to convince me and pushing to take back the deposited sound bar back stating there was no any issue about the sound bar and it was perfectly working. I denied this logic of croma, reiterated my point that" there was a confirmed defect in product and which could have been now repaired. I have put my hard earned money and stretched my affordability to buy a costly bose product just because of brand's reliability and assuming that i am buying the best brand product as a life time asset and that too from trusted selling house croma. I do not want a defective piece and i want an another brand new piece as a replacement” and " croma season mall pune customer cell rep. As well as manger showed me their internal correspondence with bose company and asked me to speak to bose company representative. I refused to speak to bose company as i had bought product from croma and paid money to croma. After my push back now croma season mall pune store has told me that they are escalating this complaint to their next level of customer cell representative and i would get a response in 48 hrs.
I have a simple request that: a) i do not want a replacement of product “ bose sound bar 500” with another brand new piece of product because existing which was purchased and has stopped working in just 12 days of operation and there is certainly an inherent defect in this product. Since this is an electronic item and if it is behaving with such uncertainty, this defect could reoccur again. I bought this product with intent of one-time long-term investment in music gazette and i do not want to undergo same frustration again by getting toggled between croma and bose company. B) else refund my entire money back so that i will buy the same product from bose company directly.
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