[Resolved]  Videocon Industries — cheated by videocon support agency/technician on refrigerator compressor replacement

Address:

614804

My wife logged a case on november 2016 on fault with my refrigerator which we bought on september 2014. Videocon support technician attended and asked for the bill from retailer shop to replace the compressor. We informed the technician that we've to request a copy from retailer as my original bill was lost.

My wife was asked to pay 4500 for compressor as we don't have the bill at that point. She paid 4500 and the technician replaced the compressor and taken the faulty with him. He informed that the bill has to come from thanjavur which is far away from my home. He will get the bill from office and give it in couple of days. He didn't answer the call and it was answered by different saying that he is not working anymore. My wife has to stop there as she couldn't get it moving any further.

Now before couple of weeks, my refrigerator stopped working. I don't really want to contact the videocon support as they charged me 4500 already though the refrigerator is in it's warranty period.

But assuming the replaced compressor should be under warranty and logged a case again. I was reached by technician by phone and he is not ready to come on-site to check the issue. He requested to send photos of the compressor. I've sent all the requested details including the bill copy in whatsapp.

I was shocked by the technician saying that this compressor is not a videocon one and seems to be a different brand.

I was asked about the original faulty videocon compressor which was taken away by the videocon support technician already. I told the same to this technician.

I was informed that he will check and come back. But he didn't turn around and i reached the customer care again and i was informed case was closed stating that i've contacted the third party to replace the compressor.

I've asked the customer care to reopen the case. Technician ([protected]) contated me again to pay 4500 for new compressor. I've also raised this on facebook customer support page.

Today i was again contacted by the thanjavur area manager - mahesh kumar ([protected]). I was being abused saying that i don't have sense to get the bill for the compressor replacement which was done by the videocon technician ([protected]) in the november.

He also informed that the support agency is changed and he can't track down the technician in the case history and also with his contact number - [protected]. That's another shock to me. But the strange part is he was able to check the case history and it's closed stating issue with the refrigerator leg is fixed which is not the case. He also stated that the technician would have closed the case and replaced the compressor on his own.

He asked me to pay 4500 + 2000 for new compressor and gas filling. He offered me discount on gas filling. But i should be offered with a brand new compressor by his team.

This makes me think that the it's not just the technician and the agency is also involved in this. This is more of a scam targeting the innocent and uneducated people in the rural areas. It's just because my wife brought this to my notice i'm able to bring this to your notice. I don't know how many hundreds and thousands of videocon customers are being cheated this way. Customer is being addressed with default template and the issue is again routed to the same team.

I urge to revisit the current customer support process to avoid third party service agency or agent damaging the videocon business, reputation & brand value with the people in rural areas.

I request you to look into this and help me replace with new videocon compressor.