Videocon Industries — led tv not getting repaired as per warranty terms since last 1 month

Address:

Surat, Gujarat, 395007

Dear sir/madam,

I express my grievance/complaint for repairing of my videocon television. The relevant fact of the matter are as under:

1. I have purchased videocon uhd led vmm50qhozs from vijay sales, piplod, surat on 6th january 2016 with a warranty of 3 years.

2. My tv suddenly stopped working on 25th may 2018 and i registered complaint to vijay sales, piplod, surat on 26th may 2018.

3. Vijay sales might have forwarded complaint to service centre.

4. Based on receipt of complaint, the service centre technician (Sai service) visited my home on 27th may 2018 and reviewed television thoroughly and come to conclusion that tv panel has failed and therefore the same needs to replaced. He collected rs. 1300 as visit charge from my spouse and informed that he will replace the panel in 2-3 days. He informed that our complaint has been registered with complaint no. Ahm[protected].

5. Subsequently there was no call received from service centre. Therefore, i called multiple times about the status and every time, i have been informed that panel of my tv is not in stock and under manufacturing. Upon multiple calls, i was not satisfied with the response from back office staff, i got number of mr. Jayesh modi (M – [protected]), incharge of spares videocon surat office. He informed on 8th june 2018 that since stock of panel was not available at factory and the same is under manufacturing with factory. The same will be dispatched from factory by 17th june 2018 and by 25th june my tv will be repaired.

6. I have not received any call from service centre subsequently. Upon not getting any call, i called mr. Jayesh modi on 19th june 2018 about the status. He informed that panel for my tv is not in manufacturing line and therefore entire tv needs to be replaced. He informed that he will submit documents to company for approving replacement of tv. He informed that i will be notified with the action taken for replacement.

7. Again, no one contacted. Therefore again i contacted mr. Jayesh modi on 26th june 2018 for status. He informed that company has approved replacement of tv and i shall contact to mr. Valjibhai (M-[protected]) of videocon surat office for further process. Immediately, i called valjibhai about the status. He confirmed that he received approval of replacement of tv. However, he informed that i need to pay 50% amount (Apx. Rs. 27500) for replacement. I informed him that why should i pay replacement amount when my tv is on warranty and i do not want replacement. I want the same has to be repaired. I could not get satisfactory reply from him.


The matter narrated above, is self-explanatory about generation of mental stress due to poor handling of complaint. There was not even a single direct response from dealer/service centre/company about the status of repair. Every time i only contacted or chased for status (Almost a month now). The company should have at least maintained spares till warrantee period of customers is over. It is dealer/company's responsibility to honor warrantee for repairing tv or replace the same free of cost.

By this mail, i hereby request you to please take immediate action on repair/replacement of my tv within 7 working days. Being customer, my family is suffering without tv since last one month due to dealer/company has not taken necessary actions to resolve complaint.

If i will not get response within 7 days about repair or replacement free of cost as per warrantee, i will be constrained to initiate legal proceedings.

With a hope for positive response,

Pankaj chavda
(M) [protected]