Complaint Details

Status	:	Closed
Complaint No	:	0102460/2018
Category	:	Consumer Goods
Date	:	28-08-2018
Subject Line	:	Philips LED TV – Product Service / Replacement not done within Warranty period
Complainant	:	DHARMA PANDIAN
Address	:	1365, 5TH STREET, GOLDEN COLONY, OP, ANNA NAGAR WEST EXTN,MUGAPPAIR ROAD, ANNA NAGAR WEST EXTN
Complainee	:	Philips India Ltd
Address	:	Sunny Side, C Block, 3rd Floor, Southern Regional Office, No. 8/17, Shafee Mohammed Road, Second St

Complaint Details
Compliant # CHE2605180056
As mentioned above, I am a consumer (consuming the below product for home entertainment purposes) from Chennai - Mogappair; and I have purchased the below product from the Seller: Vasanth & Co (MTH Road, Padi, Chennai - 600050).
Product details: -
1 unit of Philips LED Television (Model: 32PFL3938)
Date of Purchase: 31st July 2015
Bill No: 11010000104180 – from seller: Vasanth & Co (MTH Road, Padi, Chennai - 600050).
Cost of the 32 inches Philips Television: 22,000.00 (Including VAT @ 14.5%)
I have purchased the above product with a 3 year Warranty (36 Months) valid from the Date of purchase (Valid until: 31st July 2018).
The same product was facing severe display issues (Lines in display & Fading screen), and reported with Philips Authorised Service centre: JEN-TECH SERVICES (33/2, Sakthi Nager Main road, Arumbakkam, Chennai 600106) on 22th May 2016, who charged me with Rs. 500 to perform checks and identify the issue and asked me to deliver at their service centre in Arumbakkam.
On 26th May 2018, the TV was handed over for service with JEN-TECH SERVICE (33/2, Sakthi Nager Main road, Arumbakkam, Chennai 600106).
After inspection at JEN-TECH SERVICES the TV was identified to have PANNEL PROBLEM and would be arranged for Replacement with Customer Ref No: CHE2605180056.
This Compliant Customer Ref No: CHE2605180056 has been changed several times (as below); Inspite of below shared information; I have personally called Philips Customer care (at 044-39404040) several time and i have been convinced by mentioning that a Replacement will be processed and sent before the mentioned dates as SMS.
o 26/May/2018 - Complaint Ref opened on 26th May CHE2605180056 - Will be closed on 25/Jun/2018
o 26/Jun/2018 - Will be closed on 10/Jul/2018
o 11/Jul/2018 - Will be closed on 25/Jul/2018
o 26/Jul/2018 - Will be closed on 09/Aug/2018
o 10/Aug/2018 - Will be closed on 24/Aug/2018
o 24/Aug/2018 - Will be closed on 08/Sep/2018

Having waited and frustrated, I made a personal visit to JEN-TECH SERVICE, Arumbakkam and I have been asked to approach TEKCARE India Pvt Ltd, 85, Thiru Vi Ka Industrial Estate, Ekkatuthangal, Chennai 600032, Tamil Nadu.
I have also made few personal visits to TEKCARE to get to know the status as a follow up from my end.
During which I got chances to interact with few person in charges & managers of Warehouse operations (Balasubramaniam, 9087874978) who convinced me that Replacement will be processed and informed soon once invoiced by Philips Inventory Management.
Indeed, I have been few other staffs of warehouses (who indirectly work with Philips as franchise-TekCare) such as: Abisheik - 7065020893, Selva - 7871142788, Hari - 9940590260.
I have been waiting for so long to receive updates from Philips Customer care / Warehouse personnel / Service Centre since 26th May.
Even if I have been informed frequently on the status of the Compliant as SMS; I do not have a TV invoiced, replaced and delivered at my residence. Until today the replacement is pending.
On behalf of customers like myself, who have been sent with a defective product and mis-handled with false commitments on compliant closure, promises made and delayed replacements; I would like to request you to intervene and assist by providing appropriate steps as prescribed in Consumer Laws.
As a request, would like to inform that I and my family members (includes wife & kids) have been not entertained at residence and facing frustration due to numerous follow-ups. Thus, requesting to arrange for notice of public call on Philips TV disputes from its customers and initiate discussion to compensate the same under the following grounds.
• Defective article sold by Philips,
• Services availed by customer suffer from deficiency,
• Lack Residential entertainment due to product unavailability.
• Frustration due to frequent change in compliant closure & delay in responses / update on Product Service from Philips.

Regards,

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