Reliance Digital — [protected] No Action is been taken for this complaint

Address:

Pune, Maharashtra

Hi Team, Please read the complete email carefully and reach me out with a solution. Actual complaint: on 6th of May ********************************************************************************...⇄ Hi Team/Manager, I am Vivek Kothakonda who purchased a HP G6 1201tx laptop from your store in hyderbad on 27th May 2012 which costed 42000 Rs along with a resQ plan paying around Rs 3667 for 2 Years of extended warrenty. As i observed that my laptop performance is degraded where the laptop is producing tremondous heat in stanby mode too and also the processing was very slow and some time automatically restarts by giving a blue screen i approached Reliance digital- Amanora mall branch to submit my laptop for servicing on 06th April 2015. I have submitted the laptop and waited for 10 days and then again stepped into the store and came to know that the laptop is done with the servicing. Here i have raised 2 concerns. 1.There is no call from the service center to check and understand the existing problem. 2.There was no communication from neither the service center nor the store where i submitted my laptop. 3.On receiving my laptop i open the laptop to check the performance and kept the laptop working for 10-15 mins to realise that the heating problem still exists. 4.Also observed that there are hell lot of scratches on the lid (outer silver panel) which was not there at the time of submittion of my laptop. 5.Processing time is also taking much time and upon check at this point of time they even did not format my laptop. Then i approached store manager (Mr. Kunal) and explained about these issues. In our conversation he told me that 1.They are not responsible for the delay and they are not the point of contact for the aftersale service (resQ) plan. They are just the commutors between customer and the service center. 2.They just sell the resQ product and they are no where in the picture to serve the customers. After a long talk he agreed to take the laptop back and check with the service center guys to check for the heating problem and the scratches. I waited for 1 week after the laptop submission for an update and then called myself to the store and found that it will still take time. After that i got a call from the store saying that the part (panel) is not available and they have an option to cover the scratches with some stickers (laptop skins) and asked me to select one from online and forward them to buy it and then stick it which i denied. I again walked down to store for 4th time to talk with the manager and manager was that rude this time that he is doing me a favor that he is giving a free service to change the panel.I tried to make my patience and asked him 3 question where he has answered with out any meaning. 1. Is it my mistake to get the scratches on the panel? 2. Its one month since i submitted my laptop and i need the lost days to be added to extend my warrenty which he denied and questioned me that : show me the clause in the resq book which mentions that the service will be done in N number of days. So its been more than a month since i submitted my laptop and still there is no progress. Now got to know that RESQ service center I would need someone to action this concern in priority. Concerns: To get my scratched panel to be changed To extend my warrenty for the period where the laptop is with the service center. To get the job sheet where the trouble shooting is done and what part is replaced. Store Engineers: 1. Amar Kuthe This guy also talked very rudely where he demanded me to take my lapop back if am not happy with the service and if am not intrested in waiting more which is not at all acceptable. 2. Pravin Store Manager: 1. Kunal (if memeory is not wrong) If you are not the concerned team please let me know the escalation matrix to raise my concern. Vivek Kothakonda [protected] ********************************************************************************...⇄ Complaint i raised with your desk: on 9th of May From: "vivek Kothakonda" <[protected]@gmail.com> To: "cshead reliancedigital" <cshead.[protected]@ril.com> Sent: Saturday, May 9, 2015 12:30:27 PM Subject:[protected] Please Escalate Hi Team, I have raised a complaint with number[protected] couple of days back. I haved mentioned the complete story regarding the issue. Now am really frustrated and wanted to take this issue to notice of higher management. I have raised this complaint with 3 concerns and none of it has been satisfied.Yesterday I got a message saying that the complaint is resolved. Now that i have called the call center and found that the complaint is still open but closed from service center. Now am really fed up fllowing up and talking to n number of people wasting time and money on calls.I would like to know if there is anyone from this team who will be taking this complaint in high priority and assist me in getting a solution. If not i would be approaching consumer forum and i think you know the consequences would be serious. I demand you to go through my complaint where i have explained everything in detail and get back to me at the earliest with a solution to all the concerns i have mentioned in the complaint. Thanks, Vivek ********************************************************************************...⇄ In continuation of this complaint[protected] here i demand an explanation for below. Today i have collected my laptop from the store where i submitted the laptop on 06/04/2015. IE., after 36 days. In my above complaint i am still waiting for Concerns: To get my scratched panel to be changed. ISSUE FIXED To extend my warranty for the period where the laptop is with the service center. STILL WAITING To get the job sheet where the trouble shooting is done and what part is replaced. STILL WAITING Apart from above concerns, after taking back my laptop to my home and further working on it i realized that the keypad became loose and the keypad panel became uneven to type. As per the communication in the store (Amanora store) the manager warned me not to approach them for any reason. So i would like to know whom to be contacted and what would be the point of action you are taking to resolve the above concerns? I am really frustrated now and i want my concerns to be noticed and fixed asap. PFA the condition of the keyboard Regards, Vivek