Dear Sir/Mam,
We purchased a Thomson Android Smart TV on 17th Jan, the installation happened infront of parents who were shown a working TV.
This was bought from Flipkart.com (invoice attached) for Rs 11999.
Since no one was using HDMI and bluetooth features the problem went undetected for around 13-14 days. When we tried to connect HDMI, it didnt work, the remote started giving issues and the bluetooth, casting were not working on the TV. Let me elaborate that it is a smart TV and these features were part of the specifications else wouldnt have been bought.
An email was shared with Thomson as the 10 days return window of Flipkart was over. They took their own sweet time to send the engineer. The engineer came and said that the motherboard is faulty (report attached).
This was an uttar shock for us and we told him that we will speak to Thomson Customer care. A new device that also of the likes of TV is not supposed to have these defects within 15 days of purchase. This is one of the incident that we are witnessing.
We requested them to give us a replacement as the repair wont let the TV last long. They have given a standard response, we will look into your problem.
We contacted Flipkart to escalate the matter and they did. We again got a standard reply from Thomson for Engineer visit and repair. We said yes to the visit on 22nd Feb 2022. Today is 02nd March and no visit has been done inspite of a reminder. Thomson has again sent a standard reply Yesterday. Flipkart team again gave us a date which was due on 26th Feb and today also they asked for another 6 days to escalate further.
I am attaching the entire conversation with Thomson.
The tv is not getting used to get the Smart TV experience honestly. After having spent Rs 11999, its is like we have bought a box, which we would have done has we known the state of Thomson's products.
Reaching out to consumer forum to either get us a refund or replacement as the repaired TV will surely not last. The warranty will get over and we will keep getting it repaired and the kind of after-sales-support we are experiencing for a new TV, we are sure that no one will attend to our calls from Thomson after the warranty is over.
Havent seen such customer service from other brands so far. We have sent reminders and they are sitting on the matter of the new TV. And, Flipkart should be reached out too for this as they have given us timelines but nothing has happened. They should mention about the brands after-sales than accepting fake reviews on their portal.
It is the hard earned money that has been spent on this TV and as a customer we are being made to suffer after having paid for it.
Please help.
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