I bought a Realme 43 inches smart TV in June 2021 & after some time, the display of the TV started having issues. Black spots & lines occured on the display for which I filed a complaint (Complaint ID: C[protected]-01) with the service centre in January 2022. An executive came & inspected the device, therafter, an executive came again & changed the display panel of the TV but that was of no use because the display still had black spots & lines. I again called the service centre & the executives came again & changed the display panel but again, the display had black spots & lines & the display was not working properly even in front of the executive. I had to raise a concern again & the whole process was repeated just as it was done previously. All in all, the display panel was changed thrice but the problem still persisted.
All this took up a lot of time & efforts & I again got a complaint registered (Complaint ID: C[protected]-05) in June 2023 & the executives came & again changed the panel but the problem still persisted. I talked to an executive, Sandeep from Nangloi Service Centre (as he mentioned). He did not provide me any solution & was also way too rude & spoke to me in an inappropriate manner. No technician was sent to inspect & repair the device & the service centre closed my service request without taking my consent. I mailed the grievance officer of the organization, Dilip Parmar on the mail id grievance.[protected]@realme.com & received a reply from him asking to fill a satisfaction survey form. Why should I fill up the form when my concern has not even been addressed? I again filed a complaint (Complaint ID: C[protected]-06) after which I received a call & the executive asked me to pay an amount to get my device fixed. I asked them that my warranty period for the display panel was still active while I filed the complaint so why do I need to pay for getting the display repaired? They again cancelled my complaint giving the reason of denial of payment. I received a call from an executive, Shubham (from the Escalation dept as he mentioned) who again was not patient enough to talk properly and wasn’t listening to my issue & was adamant on proving himself & his organization right.
To sum up, its been around one & a half year since I filed my first complaint and the issue with my device is still persisting. The service centre has intentionally not provided a concrete solution & has elongated the duration of providing services while trying to complete my device’s warranty period so that they can charge me for further issues. Also, the service executives have been really unprofessional & have no empathy towards their customers. This whole process has caused me a loss of my precious time & other resources as well while also the service executives’ behaviour has been mentally harassing. I request members of the Consumer Forum to look into the matter & provide me a credible solution ASAP.
Note: I am attaching a picture of the TV showing a dark square in the middle of the screen which is the issue in the TV display, invoice of the product, messages of complaint ID, screenshot of the mail received from the grievance officer & a video which contains my conversation with one of the executives of the organization.
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