Reliance Led (Re-Connect) — reliance reconnect tv fault complaint

Address:

Kozhikode, Kerala, 673008

I had purchased reconnect tv led 56"from reliance digital outlet at focus mall, kozhikode, kerala in april 2016. Now i am facing porblem with that tv. As a first point of contact i informed reliance digital kozhikode about this issue. As instructed by reliance calicut i had filed/registered a written complaint online on 11.10.18. I got a reply that reliance service engineers will attend the problem within 24 hours. But today on 12.10.18 the service person called and told me that it is"picture tube" problem and need to replace picture tube and it cost rs.20000/-. For your information this is through a telephonic conversation only.in reality they did not even come to my home for checking the tv!!!. What blunder is this? This is how you treat your customers?
I would request you to send your service engineers on site and investigate the problem and suggest a solution instead of telling the problem on telephone. Hope you will do the needful and give me reply for this. Awaiting yours.