[Resolved] Sun Direct — "hd to hevc upgrade free" pending due to non-availability of setup box. no channels working now.

Reshma Surendran

from Bengaluru, Karnataka

Address:

Chennai, Tamil Nadu, 600054

This is regarding the complaint raised for hd to hevc upgrade free.

We regularly subscribe 'hd ultra malayalam world pack' and we had recharged on 23rd sept 2017 for 'hd ultra malayalam world pack subscription package 3 months'.

From last week we observed that none of the hd channels are working i. E there was only audio and no video.

When contacted customer care on 21st oct 2017 (Saturday), we were informed that it is due to upgrading audio and video quality and it will be fixed once the box is replaced with new one, free of cost. Hence a complaint sr[protected] was registered on 21st oct 2017 for 'hd to hevc upgrade free'. However technician informed us the same day that there are no free-cost box available and he would replace it once it is available, most probably after monday. Instead of keeping the sr open till the box is replaced, the sr was closed on the next morning i. E 22nd oct 2017 (Sunday).

A complaint sr[protected] was again made on the same day (22nd oct 2017) for the same and it was assured that the problem would be fixed within 48 hours but
There was no response from technician till 24th oct 2017.

All the channels stopped working from 24th oct 2017 midnight and when contacted technician on 25th oct 2017, it was again informed that free-cost box is still not
Available and they are not aware when it will be availabe. Currently we are not able to watch tv since the box is not working and technician looks helpless since
He is not able to replace it since there are no boxes availabe.

Since we have made an advance payment for 3 months and not able to use the service since 21st oct 2017, we would want you to either refund the money
Or fix the problem at the earliest (Not more than 48 hours).

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Oct 26, 2017

Complaint marked as Resolved

Nodal officer was also notified (via [email protected]) about the issue on Oct 25, 2017. Received a phone call in the evening and they assured that they would replace the setup box today. As promised, the setup box was replaced with the new one and the issue is fixed.

Sun Direct customer support has been notified about the posted complaint.

Oct 26, 2017

Updated by Reshma Surendran Nodal officer was also notified about the issue on Oct 25, 2017. The setup box is replaced today and the issue is fixed. Appreciate the quick response !