Sansui India — Sansui Led TV JSW50ASUHD - Repair delays and wrong information from executives

purn134

from Noida, Uttar Pradesh

Jun 27, 2022

Address:

Noida, Uttar Pradesh

I have bought Sansui Led TV JSW50ASUHD on August 14, 2021 from Reliance Digital.
That TV had screen blackout issue, which came in October 2021, May 2022 and June 2022.
First two times, Reliance took care of it, as they said it was minor carbon problem.
In June 15 2022, the same blackout screen came, which made it irreparable. 3 times technician visited to check it since June 16 2022 from reliance and Sansui, made videos of it, said that panel will need to changed and they had raised a request for approval for panel and parts.

Service ID with Reliance ResQ: C[protected]
Service ID with Sansui : UPSL[protected]
There is a complaint number also generated with Reliance: [protected]

I am following up every other day, and they are just delaying saying 1 or 2 more days will take. Now, today June 27 I called Sansui customer care, they said my request for spares was registered on June 23 (though reliance and sansui technicians had visited way back) and it will take 16 to 18 days to get approval and spares from the date of request.
This made me feel I am getting wrong info from every other Sansui and reliance person who is I am following up.
Its 12 days already since my TV went off, and nobody of these are even providing a backup screen to go through. Though at the time of selling, they promised things like we will provide temporary tv in case of these issues, also sold me extra warranty telling we will give you good service. This is not good service, as a customer ( me and my wife on whose name tv is registered) are both following up every day and getting frustrated by delays caused.

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Sansui India customer support has been notified about the posted complaint.

Jul 11, 2022

Updated by purn134 This complaint is not resolved yet and giving mental stress.
Below is my comment over all portals over internet related to this complaint.
Pathetic service. Sansui 50inch television, still in warranty, having black screen since last 26 days. Request and complaints raised multiple times, but these people either try to delay or lie in your face about the status. Also do not understand their escalation matrix as they always tell we are escalating and gave false reasons but never got any response on these escalations. Being a customer, I am following up every day but no corrective action taken yet from these guys. Even coordination between Sansui and their service people is broken. Sansui executive says part is approved and dispatched, but service guys say they did not either get approval yet and sometimes they said part did not reach them. Below standard service and unpleasant experience. I do not recommend to go for these products and their services, as every other comment here I saw is similar to what I faced. Sansui seemed a big brand to me, but to be honest I even got better services from small companies like VU for my previous televisions. I was sold this television by Reliance digital with high recommendation and paid for extra warranty but it seems even their ResQ service team is not bothered about it, as a complaint is raised with them also.
Reputation of Sansui, Reliance digital and Jain India (who handles service for Sansui) is ruined now for me and my contacts.