Urban Company — Expensive television damaged by Technician- Sachin Tomar


Hi Team,
I am tired of chasing urban company support team regarding the incident I’ve witnessed by one of the technician Sachin Tomar.
After raising the issue with Urban company inspite of assigning one POC, everyday new customer executive is calling me and i am explaining them everything regarding issue from the start, i am tired now . It seems urban company is supporting this unprofessional technical even if i've submitted the proofs of his acceptance of fault.
I’ve booked a tv repair service through urban company application for my Sony 4k smart tv (43inch) and a technician named Sachin Tomar was assigned for the same. He collected the television from my home and returned it to me after 2 weeks . When I asked him regarding the delay he said original board is not available but he can install universal board which I denied due to the quality issue so I’ve asked him to return the television and I’ve got the tv back after 2 days of this conversation ( though He kept the tv for 2 weeks). When the check the television the technical issue was worsened, the was in bad physical condition.
There was cutting work done on back side of the panel ( the technician said he did it due to heat extraction which has no point), the screen has lot of scratches and some melted plastic material was spread on tv screen, lot of dust particles can be seen inside the screen, i was shocked to see condition of my TV. ( I’ve shared the photos with support team the same day, attached here as well). I can be clearly seen that tv was very badly handed by some unprofessional person.
The very same day I’ve raised the concern with urban company and the issue was escalated.
The conference call was arranged by escalation manager o[censored]rban company between me and the technician Sachin Tomar .
Initially Sachin denied but soon accepted the mistake that negligence was done by his team and he said that he will compensate for the same and replace the screen.
I told him that television is with Sony service center now and I’ll update you once I get it back.
When I got the tv back from Sony I called Sachin for screen replacement surprisingly he put lot of conditions like if I can forgive him, or if I can take some money as a compensation but I told him that I want my tv in original condition it was before handed over to him. Then he put his third condition that he can change the screen by some old tv but it can take 30-60 days. I was very frustrated by this whole conversation( I am attaching the chat conversation screenshot).
I was shocked from this unprofessional behavior by the urban company technician and I told him that I’ll speak to the company in this matter, he said I am free to escalate this at any level.
From last one week I am trying to connect with urban company and explained the above issue several times to different agents. I am tired of this now and decided to put that in email.

I am requesting Urban company to intervene in this matter and help this to sort out.
I am reachable at below number between 11 am- 8 pm (in case if anything else is needed from my end).

Note: All the photos and chat screenshot attached)

Sunil kumar
Mob: [protected]
+8 photos
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Urban Company customer support has been notified about the posted complaint.
Verified Support
Oct 20, 2022
Urban Company Customer Care's response
Hi Sunil,

Please accept our sincere apologies for the instance. We are getting this looked upon for you and our team will connect with you in a short while.

Team Urban Company
Nov 01, 2022
Updated by Rider Sunil
Hi Team Urban company,

Can somebody reply to my complaint please ?? I've been chasing team UC for the last 1 month and there is no response to my email as well. Also I am getting calls from UC executives on a daily basis but they are not aware of the issue since they don't have access to emails. I am wasting my 30 minutes everyday explaining the issue from start and submitting proofs on the given link but next day some new executive calls with no clue of the issue raised. This is a repeat process from the last 1 month. It seems UC doesn't want to solve the issue  raised by their premium customers. 
I am requesting Team UC to assign a dedicated POC for this case and help me to resolve this issue else I am left with no options apart from going legal.


Ghaziabad, UP
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