Philips India — Product within warranty not repairing

Address:	Mumbai City, Maharashtra
Website:	www.philips.co.in

I had bought a hand mixer from snap-deal on the Feb 27, 15 which I have hardly used for 6 to 7 times. On the Sep 23, 15 it suddenly went off and i called their customer care[protected] to complain, they sent a person to my place to check the appliance on the Sep 24, 15. That person took a copy of the invoice and said it is under warranty, so it will be repaired. Also as Sep 25 was a holiday and the next 2 days were weekend, their car will come on Monday / Tuesday and will pick it up to be repaired and will return within 10 days. I agreed to him and he left. On Monday i.e. Sep 28, a person calls[protected] when I was at work and says he is calling from Philips and that he is "COMING TO PICK THE APPLIANCE AND REPLACE IT WITH A NEW HAND MIXER AS THE COMPANY HAS STOP PRODUCTION OF THIS MODEL AND THE MOTOR IS NOT AVAILABLE AND THAT THE MOTOR OF THE APPLIANCE IS SPOIL" I told him to pick it from home as my mother in law will be there. How do Philips person know that my appliance's motor is spoilt without even seeing or opening the product. That person came to my place and my husband was also there, hence, he said that this is the new hand mixer ad that the company is replacing it as they have stopped production of that particular model. He gave it to my husband and picked my appliance and also took my husband's signature and left. When I came home in the evening and saw the piece, I immediately called the customer care[protected] and informed that the replacement left at my place is not a new one and that it is a second hand repaired one as there was grease and scratches all over and was a very dirty one. They said that they will log the complain and within 8 working hrs someone will call back. On the Sep 30, at 9.51am I called them again[protected] and the guy told me that he is placing the complaint again and that within 24 hrs (this time 24 hrs) someone will call, I said since 28th night I'm waiting for your 8 hrs to get over and now your telling me another 24 hrs? I asked for a supervisor / manager on the floor, the guy upfront said no and that there is no manager on the floor. I was so frustrated, I said still I'll wait and see. I get a call from a senior technician (+[protected] and he says that the appliance delivered is a new one and that it will not be replaced (jo hai, yehi hai. woh change nahi hoga) I told him if the motor is that same then you replace the motor and give me, he said that it cannot be done. Then I told him you give me my piece and give me in writing that you don't have this model motor as the production has stopped and that you can't replace with a packed box piece. He says i can't give you anything in writing and that this is all that I will get and that it will not be replaced and cut the call. I call customer care[protected] immediately and told them about the conversation, they told me that the complaint is raised and that it is still not 24hrs and that someone senior will call me. So I tried calling on that number again for a couple of hours but no one answered my call. AND I'M STILL WAITING FOR THE CALL BACK (Oct 02 11.05pm) I'm very frustrated with this kind of customer service after sale. I want my piece back or a new piece as the hand mixer is under 2 yrs warranty. Find below all the details of the same: product: Philips Daily collection HR1459 300-watt hand mixer (white and beige) X0008C8SLL invoice no: MH-SBOA[protected] Please help me fight against these people and get my hand mixer back. Frustrated Customer, Jennifer Fernandes, Arunodaya CHSL, 503, bldg no 34, Azad nagar, veera desai rd, andheri west [protected]