| Address: 700051 |
| Website: www.reliancedigital.in |
Respected sir,
I shri. Bhabani pada bhattacharjee, bought a lenovo yoga laptop (Product serial number mp16y09c) for my daughter bijoya (Bhattacharjee) mukherjee’s official use from reliance digital store, axis mall, kolkata on 7th may 2017 by paying rs. 51, 751.79/- including 2 years of extended warranty and theft and accidental insurance (Scan copy of invoice attached). It is a shocking and painful matter that when i selected the item (Lenovo) there were no other set except demo set according to them. And they convinced me that it is absolutely working fine and is fresh only and sold me the demo set on which they gave me sales demonstration. Accordingly i bought same trusting reliance digital as a brand and their salesman's words. When i casted my doubt on demo set, then sales manager was called, who has assured me that nothing will happen and if anything takes place they will rectify it even to a replacement assured. But within a week of purchase of set, technical faults started showing up. Screen was blinking and turning red repeatedly; continuous dialogue box of dll file errors showed up, system started getting heated up a lot and also took very long time to switch on. Switching it off was also a problem as it took long to switch off. Working in ms office became critical. And also sometimes in between work system used to get automatically switch off.
I along with my daughter bijoya mukherjee took the set immediately to reliance digital store axis mall and they kept the device for 2 days for inspection and necessary compliance. But nothing happened. They gave us customer care numbers ([protected]) and[protected] for further contact and lodging the complaint. They also tried to lodge the complaint but it did not happen and they said since the route is busy so same will happen after some time. We have been trying to lodge complaint numerous times since beginning but all effort turns in vain as there is no complain register segment in customer care. However called up warranty card's customer care toll free number [protected] again to confirm them that complaint is not getting registered at[protected], upon which they said it is used for home appliances and not covering laptops and mobiles (Documents attached). We kept in touch with reliance digital for so many months in spite of my daughter’s hectic schedule and travelling but no positive approach in sorting out the matter has been initiated.
In this alarming situation neither we got any support from customer care nor from reliance digital store, axis mall, kolkata. Finally when we lodged a mailer complaint under the threat of legal action through consumer’s court, then they responded to mails and sent lenovo service official to our home towards repairing the device on 22nd dec 2017 (Supporting attached). Upon his arrival, the official confirmed of hard disk issues which he later replaced and also of other technical faults that was leading to flickering and reddening of screen (Supporting attached). Lenovo official also confirmed that our product warranty was going to expire in another 38 days that means warranty was going to expire on 29th jan 2018 (Point to note - our product was purchased on 7th may 2017 and warranty period as per warranty card given by reliance digital was of 6th may 2018). This shows that we were sold an old refurbished product. (Screenshot of supporting attached). When this fraudulent activity was informed to reliance digital, they rectified it.
The service personnel then changed the hard disk and repaired temporarily few other technical parts.
After usage of few days, again gradually problems started resurfacing as usual. I sent the video footage of problem to reliance digital person too as a proof via whatsapp. (Screenshot of chat attached). We sent a mail stating issues to reliance digital officials named arijit ghosh, amit bera and crm department. Upon which they asked me to go to any reliance digital store as lenovo warranty was already expired by that time and we can get it repaired under purchased extended warranty of reliance digital. We took the system to kaikhali branch of reliance digital as this place has been nearby to our residence. Upon receiving our laptop they kept it for repairing and then after 2 months of follow up they gave our laptop on 14th july 2018. While checking it in front of them itself the same problem arises as of flickering and reddening of screen. We then refused to take the product back and resubmitted along with adaptor to get it repaired completely (Job sheet attached along with their receiving signature). Later on 9th aug we received a mail from ms. Sahana banerjee's email id that laptop is working fine and then trusting their words again we collected it back. But in reality there was no possibility of getting it repaired as problem was persistent.
My daughter ms. Bijoya mukherjee is holding a responsible position in govt. Of india funded project and remains busy on tour to cities all over india for which she requires a laptop as to carryout data base work round the clock. She had to hire a laptop on rent @ rs. 2100/- per month for 19 months and still continues.
After spending more than half a lakh rupees if we receive this service, which is not at all acceptable and it seems to be a deliberate action of reliance digital store to sell the defective items. My daughter’s work is badly affected due to understandable inconvenience with a rented laptop/ storage device.
By the process we were harassed mentally, physically, financially and workwise. Under these circumstances we do not have any faith and trust in reliance digitals as well as lenovo manufacturer. Hence we want a compensatory refund of amount rs. 1, 26, 652/- as follows –
1. Laptop purchase charges +theft insurance charges +extended warranty charges + emi interest charges = rs. 51, 751.79/- (Invoice attached)
2. Rental charges = rs. 2100/- for 19 months (Till date plus upcoming days) = rs. 39, 900/- + (Document can be produced on demand).
3. Financial loss compensation
4. Conveyance charges = 15, 000/-
5. Mental and physical harassment charges = rs. 2, 00, 00/-
The machine is lying with us as a useless piece.
Necessary supporting documents in the form of screen shot of defects (As much possible) and invoices attached for your reference.
In case of further requirement of supporting documents, could be provided as far as possible.
Jan 19, 2019
Complaint marked as Resolved Reliance Digital customer support has been notified about the posted complaint.
Verified Support
Dec 17, 2018
Reliance Digital Customer Care's response Dear Valued Customer,
We regret the inconvenience caused. We have forwarded your complaint to the concerned team and they will soon get back to you.
At Your Service,
Reliance Digital
Verified Support
Dec 17, 2018
Reliance Digital Customer Care's response Dear Valued Customer,
Your complaint has been registered with us and here is the complaint number[protected] for future reference.
At Your Service,
Reliance Digital
Verified Support
Dec 19, 2018
Reliance Digital Customer Care's response Dear Valued Customer,
Greetings from Reliance Digital!!
This communication is being made with regards to your Lenovo laptop. As you have purchase product on 07.05.2017 hence as per the policy product is out of replacement warranty. Also you have opted for resQ care plan so your product is under repair warranty. We regret to inform you that replacement will not be possible for your product. We request you to please submit your product in store or service center so we can repair your product and make it functional for regular use.
At Your Service,
Reliance Digital
Jan 03, 2019
Updated by BHABANI PADA BHATTACHARJEE Respected Sir / Madam,
At the outset I beg your pardon for not replying in time as we were out of station and were constraint to limited internet access.
In response to your communication regarding our complaint, we received response from Reliance digital that since our laptop's warranty is over and now only our purchased Resq repair warranty is there, so they will not replace our product, instead they asked us to take the product AGAIN to one of their store for repairing. By the process they have expired our Lenovo warranty still repair of laptop could not be done by them and in no time they have intimated us that the two years extended warranty would not cover the replacement of a defective demo set sold by them. Even before we took our laptop several times to their stores but they just killed the time and could do nothing with the laptop even in their Resq repair warranty too. The images and proofs of same has already been shared during registering our complaint in this forum. Under no circumstances we are going to step in their trap again as we have suffered mentally, physically, work wise and financially. I would request to your lordship to deliver the justice in favour o[censored]s and help us to get our compensatory refund as stated in my complaint to your courtship.
