Reliance Resq — Worst service and false commitments to sell resq plan

Address:	560067
Website:	www.reliancedigital.in/resq_careplan.html

This is naresh kumar. S, i purchased lg front loading washing machine on 16/09/2013 in reliance digital, whitefiled, bangalore. During the time of purchase, marketing representatives advised me to purchase the resq plan along with the product which will help to fix any damage in free of cost after the brand warrenty. So i purchased the resq plan along with the product.

Three weeks before, i observed the machine was not running and i called up the lg customer care executive to have a look. One of the service engineer inspected and he advised that due to rat bite some of the wire kit and pcb got damaged and advised me to contact resq team to get it fixed as it is still under the resq warrenty period.

So i contacted resq team on 8th may 2016 and explained all the issues (Includig rat bite) which was inspected by lg engineer. From resq team, they raised a complaint against this issue and shared me the request number [protected] and informed me that within 24 to 48 hrs my issue will get fixed. I waited for more than 48 hrs and no engineer turned up or called me to inquire about the issue.

After rmultiple follow ups, on 12th may, one of the customer care executive told that since the part was damaged, they ordered the product with lg brand to replace which it will take minimum 4 to 5 working days. And they told that engineer will call me on 18th or 19th for fixing the issue.
Since i was out of station on 18th & 19th, i informed the engineer to come on 20th may for replacing the damaged parts.

As requested, the engineer called me today and said that, it is chargeable to replace the damaged parts. Though i said it is under resq plan warrenty period, he was not agreeing to come and fix for free of cost and advised me to reach out resq team.

When i called resq team, they are saying that rat bite is not coming under warrenty period and it is chargeable as per the terms and conditions of resq.

Now my concerns and frustrations about the service.

- terms and conditions were not properly explained during the purchase of resq plan and false commitments were given like any damages can be fixed for free of cost highlighting the difference of brand warrenty and resq warrenty. This is the main reason for purchasing resq plan. Now i become the victim.

- no resq customer care executive highlighted that rat bite is not coming under warrenty when i raised the initial complaint. I. E on 8th may or even after that.

- within 24 to 48 hrs, no engineer turned up or called me to inquire about the issue as told by the customer care executive.

- during every follow up call, it was informed me that an engineer will be visiting to my home for inspection. Due to this i need to ignore all other my work and make myself availability, but at last no engineer turned up or visited home or even contacted me. Like this i wasted three days.

- after multiple follow ups, customer care executive informed me that, the damaged product has been ordered and asked me to wait for 3 to 5 days, so that my issue will get fixed.

-atlast the worst thing is, after 15 days, it was informed me that rat bite is not covered under resq plan and told me that it is chargable for replacing any damaged parts as per the terms and conditions.

- now i totally wasted 15 days without using the product and the resq service which i paid for false commitments.


I am writing this mail to highlight the concerns and frustrations where most of the customers were trapped and being trapped like me and i don't know as a compensation whether my concerns will be resolved by realising the worst service provided by the resq team.