Sony India — Sony tv w80d redemo

Address:

Nagpur, Maharashtra, 440034

I have purchased sony tv from fair deal and requested for a re-demo. I am not able to understand a feature in the TV. I want to use my mobile phone as a tv remote. I was able to connect it to tv but unable to change tv vhannels using mobile phone so requested a re-demo. Might be I am not able to understand it or there is an issue with the TV hardware/software.
I was notified to have re-demo on 4/14/2017 @9.00 am but I did not get a single call from anyone for a re-demo. So I called up customer service to look into this. They suggested that you will get the call soon.

How come an organization like SONY is taking it so lightly?
Need a clarification on this first and re-demo.

Thanks