Toshiba India — Toshiba LED TV returned in unrepaired and cracked state

Address:

400067

I own a Toshiba LED TV Model No. 55L5400ZE, Serial No. V66A00873900. The display went off on 7th April 2017 night. On 8th April, we looked up Google for the Toshiba Customer Support No. and contacted them on Toll Free no.[protected]. A lady took down our details stating that a technician will contact us. A technician did contact us and came a few hours later to inspect the TV. He confirmed that the display needed to be replaced and that it would be done within 2 days. He inspected the TV and the same was in good condition when he took it. He provided an invoice and complaint no.[protected]. At the same time, I had given instructions to call before bringing the TV back as I was due to travel outstation.

The technician contacted me again on 14th April 2017 stating that the TV has been repaired and ready for delivery. He also asked when he can deliver the same. I advised that I was travelling and that he can deliver the TV on Sunday 16th April 2017. He agreed to contact me regarding the timing on Sunday itself. However, on Sunday neither did anyone contact me, nor did they deliver my TV.

I called the service centre and the technician a couple of times on Sunday 16th April and each time I was told that the delivery boy has already left with the TV and that it will definitely get delivered on that day, but the TV was never delivered.

On 18th April 2017, the delivery boy made multiple calls to me to say, he was standing at the gate of my compound and ready to deliver my TV. He also stated that the TV panel needed replacement and the cost could be as high as INR 100, 000/-. I informed him that no one was at home to take delivery and that he cannot carry the TV without checking with me, as was agreed earlier. Post that the technician and delivery boy made multiple calls to me requesting to leave the TV with the building security or any other alternate place as it would be risky carrying it around. I informed him that I would only return at 9/9:30 pm.

I returned at 8:45 pm only to find the delivery boy waiting for me at the building reception. I checked the model and serial no. and asked the delivery boy to connect the TV back where it was. On doing so, I noticed long cracks on the inside of the TV. Also the main screen was very loose and shaking. I called the service centre and told them that I cannot take delivery of the TV in this state. Multiple calls followed back and forth between me, the technician and the service centre. Finally, the manager at the service centre requested to keep the TV at my place as it was too late (10 pm) and all the service centres would be closed so the delivery boy could not take it back. He promised to look into the matter and send the technician to my house to check the TV again.

I have not received any call from them today on 19th April 2017. Today when I called them, I continue to get responses saying we will look into the matter and let you know. When I called the Technician, he tells me nothing can be done and hung up on me.

I now have doubts whether they are even the authorised service centres for Toshiba. The details of the service centre are as follows:

Bungalow No. 95B, Kamgar Nagar, Tilak Nagar Station Road, Kurla (East), Mumbai 400 024; email id: [protected]@gmail.com; Phone :[protected]; Mobile: [protected].

When the technician came home to inspect the TV, looking at the address, I questioned him if they were official customer support/service centre. He jokingly asked, you called the Toshiba Toll Free and got us right? which means we are the official ones.

Pls assit to resolve the matter and take action against the customer support centre, if they aren't the official ones.