Vijay Sales — panasonic led 58" tv serial no. 55688 purchased by us from vijay sales vide order dated 18/6/17

1) we first received delivery of the tv in end june’17. As i was not at home at the time of delivery, we later noted that the packing was severely damaged and seemed to have been exposed to rain/moisture. As we feared that the tv inside may be damaged, we requested replacement of the same. After a lot of follow up, we were provided a replacement tv on 12/7/17

2) the tv was installed at our new residence by panasonic authorised personnel on 1st september 2017. At the time of installation, when the tv was unpacked from the box, there was a scratch on the top rim which was noted by us as well as panasonic personnel. When we queried regarding the same, it was dismissed by panasonic personnel stating this was cosmetic in nature and did not affect the performance of the tv
Panasonic personnel subsequently asked for many changes to the wall background/tv unit so that the tv could be installed. A lot of these were deemed unnecessary but as we were in a hurry due to house warming puja on 3/9, we reluctantly made those changes
Subsequently, panasonic personnel installed the tv on the wall unit. However, he did not even switch on the tv to confirm to us the condition of the tv, or demonstrate the various features of the tv. He promised to return after 1-2 days and complete that part of the installation. However, there was no further communication from panasonic side.
In preparation of our moving into our new house, when we switched on the tv on 12/9, we noted that while there were no external damages, but the screen was showing a crack and we have then informed vijay sales of the same vide email dated 13/9/17
3) it is clear from the above and without doubt that we have received a defective product with a cracked screen/panel as even before we started using the same, it was showing a crack.
We have been waiting for replacement of the said defective product for more than 3 weeks now but we do not see any signs of vijay sales accepting responsibility to stand behind the product supplied by them and provide service to their customer.

We have moved to the new house on 16/9/17 but without a tv in the living room and this is causing us a lot of inconvenience and mental agony.
Subsequent to the above, we have made several phone calls to vijay sales and also visited chembur branch on 15/9/17 and 17/9/17. However, regret there has been no confirmation from their side regarding replacement of the defective product supplied by them.

In such a situation, we question what is vijay sales role in the supply chain? If they cannot solve consumer issues with the supplied product then why should a consumer buy from them?