Reliance Digital — Repair of my panasonic-led-32e5d

Address:

Raigad, Maharashtra, 410218

Dear sir,

This is to bring to your kind notice that i had purchased 2 led tv (32 inches & 24 inches) from reliance digital retail limited, maithili signet, vashi, navi mumbai on 22nd aug'16. The copy of invoice is enclosed herewith for your kind perusal. I had also purchased extended warranty for 2 years for both the television from reliance resq. The warranty of 1+2 years on the said tvs expired on 21st aug'15.

I came across some problem with my tv in the month of feb'16 wherein i called the resq helpline and the technician was send to check & fix the issue on paid basis. The technician visited my place & fixed the issue the very next day & also informed about extended warranty for tvs and other electronic product from reliance resq. As i was not available at home that day, my wife asked the technician to come after calling me for extending the warranty.

I called the technician on 27th feb as it was a holiday for me. The technician visited my place & updated me about the extended warranty concept. He convinced me to extend the warranty of the 2 tvs by 2 years (1+1) and for the 3 acs installed at my place for 1 year. I agreed & issued him a cheque for the total amount that he calculated.

After a month or so i again faced a problem with my tv for which i registered complaint with reliance resq and a technician visited my place and informed that some parts need to be ordered for getting the same repaired. He said the customer care department will call you with details about the availability of spare parts and accordingly the technician will visit again to fix the problem.

Since, i did not get any feedback from the customer care desk, i called the resq team once again to check the status of the spare parts, i was informed that the tv needs to be brought to reliance resq office for carrying out repairs as it would need to be kept under observation for a day or two after repairs. However, no one turned up again & once again i called the resq team who updated me that the collection person will be there to collect the tv tomorrow. On 27th / 28th mar mr. Rajesh from the resq team came and collected my tv and handed me a copy of the receipt (Copy enclosed). On enquiring as to when will it get repaired, he said within a day or two, however, the customer care department will update you on the same.

I kept on waiting for one week but there was no feedback, so i called the resq team again who informed me that they are waiting for the required parts and once it is there they will repair & update me. I again waited for a week & still i got no response, so i called the resq team again which connected me to the technical team who informed me that the part has come & the tv will be under observation for next 48-72 hours and will be delivered thereafter.

After 3 days, i received a call that it might take a few more days as the tv was running ok for 2-3 hours and again started malfunctioning, they have called for some more parts to check & repair it.

After some days i got a call from ms. Minakshi of reliance resq team who informed me that the tv cannot be repaired due to non availability of some parts and you can either get a compensation of 30% of the original value as offered by the brand after considering depreciation of 70%, however, there was a clause that i will have to go for the same brand only. The lady also suggested another option of 20% compensation from reliance wherein the amount will be paid through cheque.

I was not convinced with either of the option given to me as if at all i had to go for a new tv i will have to shell out minimum inr 15000/- to 20000/- more out of my pocket without any fault of mine & after having a valid extended warranty for the said product. I went to reliance resq office at vashi to meet ms. Minakshi on 18th apr who introduced me to mr. Rangnath who assured me to take up the matter with his higher ups and respond within a day or two about it. However, after receiving no response, i called him on 20th to check what was the decision wherein he informed me that his boss is on leave and he will update me as soon as he gets in touch with his boss. Today i called him again, but he did not respond to my call which made me write this mail to you.

I belong to a middle class family and cannot afford to pay out of my pocket for purchasing a new product. I hereby request you to please look into the matter & advise what best can be done from your end so that my trust on the reliance brand does not break.

My apology for writing such detailed mail as i felt that the said information would be required by a person like you to conclude the said case.

In anticipation of a favorable response from your end.

Regards,

Ashish jhunjhunwala
+91-[protected]