Philips India — new led tv - panel failure in 2yrs 10 months after purchase

Address:

Mumbai City, Maharashtra

I purchased a new led tv (Model 32pfl3738) on 14-nov-2015 from philips. The tv stopped functioning properly giving double images on 01-sept-2018.. A complaint was registered with philips service on 05/sep/2018. The service engineer from philips service centre came on 07/sep/2018 to attend. He said that the panel has failed and it has to be replaced. He said that he will bring a new panel and install it. I was informed that the panel is out of stock and it can be replaced only when new stock arrives. He charged rs.800/- for the visit and said that since the panel has a 3 year warranty, he will install it free of cost as and when the stock comes and no charges will be levied for the visit to install the panel. After waiting for more than two months, i contacted philips service for information on 22-nov-2018. Since they operate through call centres, i did not get a proper reply about the status. A typical prepared reply like "the matter has been sent to the concerned department etc." only is sent. Since there is no proper channel to communicate, the matter is pending without resolution till now even after my repeated attempts to contact philips. Now i understand that the above model tv has been replaced in the market by new models and the spare parts may not be available.in case the part is not going to be available, the company should take a decision either to replace my tv with a new model tv or take back my existing tv for any suitable compensation. I request the company to take a customer friendly magnanimous decision commensurate with their brand reputation and alleviate my problem at the earliest since i am unable to view tv programmes for the past three months. A reply from the company will be highly appreciated. Thanks.