Sun Direct — replacing set top boxes with old ones yet taking value for new set top box

Address:	700031
Website:	www.sundirect.in

Sir,
This is to bring under your keen lenses that on 25th july 2017, a complaint against my deformed set top box showing “e-118” notification exclusively on all star channel networks; was lodged by me through your 24x7 consumer care number. My complaint was taken without providing me any job/rocket number, whatsoever. The next day your technician named mr. Subho arrived and replaced the above set top box with an old, repaired, unsealed one evident from its dull colour and scratches. He took rs. 350 as the price of new set-top box and rs. 150 as his service charges. However, he never gave us any invoice slip/ bill/ challan for this transaction of worth rs.500, in total. On being asked, he said that new set top boxes are “unavailable to existing customers” and “the office does not give them any such challan.” he added that i am entitled to receive “free services for coming three months for similar problems.” owing to necessity, i had to accept to his terms. However, i managed to note down his contact number which is [protected]. The very next day, the replaced box got defunct in midst of a tv show. When i called the kolkata office, it was busy. On calling mr. Subho, he said that he shall reach me the next day.
In this scenario, me and my family have the following queries for you to answer in legitimate grounds that might hold water if contested in consumer court.
1. In this era of consumer sovereignty and empowerment, how can a prestigious network like yours continue business so casually? Not giving job reference/ complaint numbers to consumers against their complaint and more importantly no challan/ transaction slip against monetary transaction, as in my case?
2. Why did a new, sealed set top box not provided to me, though i paid for the same in cash, and i paid full?
3. How can your employee dare to utter the above comments especially the one with “free services for the coming three months”. Is it so that they are running your company or this is your new market strategy to uplift your falling shares, and part of your scam?
4. How am i to claim for my data balance that i have not being able to watch /use due to your faulty set top box since it got defunct and shall remain defunct till your hands come in?
5. Why is it that your customer services are so poor and the so called “toll free numbers” are a show business. Even the chat service is useless as there is none to hear you from the other end.
I request you to provide me a satisfying explanation against the above queries in legitimate grounds and prior to that resolve my problem by altering your faulty set top box with a new, sealed, functional one, free of cost acknowledging my above transaction.
Regards.