The Complainant purchased a 3-Year Extended Warranty (Policy No: PN_DF6386B6E255) from the Opposite Party for his Hisense 50-inch Television. On 19 July 2026, Service Request SR003927 was raised for "TV not powering on". As per company terms, resolution was mandatory within 30 days. The Opposite Party failed to honor this commitment. Before the National Consumer Helpline (NCH Grievance No:[protected], the Opposite Party admitted that the repaired unit was ready but withheld because its accounts section had not cleared the repair payment to the vendor. Despite written escalations and CEO intervention, followed by a formal written delivery commitment on 16 October 2026 assuring delivery "in next week", the television remains unlawfully withheld as of date (95+ days of delay), constituting gross deficiency in service and unfair trade practices.
LIST OF DATES AND EVENTS:
- 19-Jul-2026: Service Request SR003927 registered with GoWarranty for Hisense 50-inch TV.
- 10-Aug-2026: Repair estimate of Rs. 5, 500/- approved by GoWarranty.
- 18-Aug-2026: 30-day resolution timeline expired with no product delivery.
- 22-Sep-2026: Opposite Party committed to an "end of day update", which was never provided.
- 29-Sep-2026: In NCH Grievance 10249937, Opposite Party officially admitted withholding the unit due to pending internal accounts clearance to its service partner.
- 22-Sep to 08-Oct-2026: Multiple follow-up emails sent by Complainant completely ignored.
- 08-Oct-2026: CEO Sameer Shaikh intervened via email directing operations to resolve.
- 09-Oct-2026: Complainant's phone calls to Service Head Dinesh Kumar were abruptly disconnected.
- 16-Oct-2026: Opposite Party provided a formal written commitment via email stating the unit would be delivered "in next week".
- 21-Oct-2026: Complainant sent a reminder after the promised timeline expired; no reply or tracking details provided.
- 23-Oct-2026: More than 95 days elapsed. Television remains undelivered and unlawfully detained.
Was this information helpful?
Post your Comment