Complaint Details

Status	:	Closed
Complaint No	:	0014764/2014
Category	:	Consumer Goods
Date	:	05-02-2014
Subject Line	:	Severe Dissatisfaction with Videocon Services | JAM1608130023
Complainant	:	Alex
Address	:	Jammu
Complainee	:	Videocon
Address	:

Complaint Details
From: nikhildassi@gmx.com
Date: 31 January 2014 10:27
Subject: Re: Severe Dissatisfaction with Videocon Services | JAM1608130023
To: customercare@vgmail.in

I have been finding it difficult to understand as what action is being taken by the customer care Videocon for last 2 months.I again make a request to you to come out of deep slumber and have the washing machine repaired.I have talked to all the people whose mobile numbers were provided by you but of no use/help.Your service provider has not been responding to the phone calls.I hope some person in Videocon will rise to the occasion before I may go for purchase of a fresh Machine of some other make at your risk and cost.
--------------------------------------------------------------------------------------------------------------------------

From: nikhildassi@gmx.com
Date: 27 January 2014 20:18
Subject: Severe Dissatisfaction with Videocon Services | JAM1608130023
To: customercare@vgmail.in

Do you guys do anything else besides regretting inconvenience caused to your customers? You guys have been regretting and regretting for more than 3 months now! Would you now consider taking any meaningful corrective action that does not involve just regretting and delaying the resolution of this problem? Doesn’t Videocon have any well-defined concept of SLAs to resolve customer complaints? If yes, please enlighten me with that.

Also, you are legally bound to share the escalation matrix of consumer complaints. Please let me know that ASAP. I’m going to try talking to you guys one last time. If this complaint is not resolved within next 15 days by 10th February 2014, end of day, I'm going to formally sue your company for your prolonged “regretting for causing me inconvenience” and claim damages worth 50,000 INR for the severe harassment that you have caused me.

You have until 10th February 2014, end of day to fix the problem before I initiate legal proceedings.

A harassed customer,
----------------------------------------------------------------------------------------------------------------------------

From: nikhildassi@gmx.com
To: customercare@vgmail.in
Subject: Re: RE: JAM1608130023

Dear Manager

I do not think the matter is taken up at any level accepting regrets and more time to settle the things.It appears to me that Videocon is more concern about the welfare of outsourced agencies or the dealers than the customer from whom you make the profits. I was under impression that you have asked for few days to settle the things.I again request you to immediately settle the things and have my machine repaired.
----------------------------------------------------------------------------------------------------------------------------

On Sat, 18 Jan 2014 14:54:14 +0530 Videocon Customer Care wrote

Dear Customer,

We deeply regret for the Inconvenience caused to you.

We are in regular touch with the respective branch over your issue and will make sure that your problem gets resolve on the priority basis.

We respect your patience.

Please grant us some time so that we can do the needful at the earliest.

Thanks & Regards,
Lalit Pal
Customer ServiceDept.
Videocon Industries Ltd.
----------------------------------------------------------------------------------------------------------------------------

On 9 January 2014 22:36, nikhildassi@gmx.com wrote:

This is still unresolved and I've got no status updates/response from anyone on this. A customer is chasing up for a case from past 1 month and Videocon Customer care doesn't bother about it.

This is the worst customer service I've seen from any company. Since I've not got any response from you on this, the next step I'm exploring is to put up a complaint in the consumer court as well as various consumer forums/facebook.

Thank you for such a great service.
----------------------------------------------------------------------------------------------------------------------------

On 1 January 2014 08:22, nikhildassi@gmx.com wrote:

Would you please share the status on this. This is still unresolved. I tried calling Ashwani as well, but he doesn't seem to be very
proactive on this case.

Regards.
----------------------------------------------------------------------------------------------------------------------------

On 23 December 2013 10:55, Videocon Customer Care wrote:

Dear Customer,

We deeply regret for the Inconvenience caused to you.We are in touch with the respective branch over your issue and will make sure that your problem gets resolve on the priority basis & further to your concern, you may contact to our Branch Service Manager

Ashwani Gupta - 9596770841

Thanks & Regards,
Lalit Pal
Customer Service Dept.
Videocon Industries Ltd.
----------------------------------------------------------------------------------------------------------------------------

From: nikhildassi@gmx.com
Sent: Monday, December 23, 2013 4:28 AM
To: Videocon Customer Care
Subject: Re: Problem with the Videocon washing machine

I don't understand why you're redirecting me to phone customer care when I've already stated my problems in my email. Do you intend to say that this email address is only for demonstration purposes and you don't cater to consumer problems here?

Secondly, why is the customer being asked to contact the customer care when he has already raised a concern through web services. Personally, I wanted to narrate the whole story that is why I chose the email route. I'll not be okie to explain the whole story again to a phone customer care executive.

Regards.
----------------------------------------------------------------------------------------------------------------------------

On 22 December 2013 14:05, Videocon Customer Care wrote:

Dear Customer,

We acknowledge your mail and really appreciate your effort for sharing your concerns with us through our web services.

Further to your query, you are requested to contact to our customer care 39404040 (Prefix with State Capital STD Code).

Thanks & Regards,
Bhaskar chauhan
Customer Service Dept.
Videocon Industries Ltd.
----------------------------------------------------------------------------------------------------------------------------

From: nikhildassi@gmx.com
Sent: Sunday, December 22, 2013 1:03 PM
To: customercare@vgmail.in; contact@videoconmail.com
Subject: Re: Problem with the Videocon washing machine

I'm still waiting for a response on this.

Thanks!!!
----------------------------------------------------------------------------------------------------------------------------

From: nikhildassi@gmx.com
Date: 19 December 2013 16:52
Subject: Problem with the Videocon washing machine
To: customercare@vgmail.in, contact@videoconmail.com

Hello there,

I’ve been a loyal customer of Videocon and always look out for options Videocon has while purchasing a new electronic appliance.

This email is regarding my washing machine not working at all.

My washing machine had some problem with the gear box as diagnosed by a Videocon technician in Jammu. It had to be taken to the Videocon authorized service center in order to have this problem resolved. The washing machine was repaired and handed over to me on 26 November 2013. Bill details below:

Bill No: 202 dated 26/11/2013
M/S B.A.R Techno Service
Amount Charged: 3700
Parts Replaced/Repaired: Gearbox

After I brought the washing machine back to home, I was surprised to see the problem in washing machine had persisted. I called up your authorized service center again to have a technician look at the problem. But despite repeated calls and assurances from your service center that a technician will visit my home that day, no none actually showed up for 2 weeks.

After calling a lot many times for 2-2.5 weeks without getting a satisfactory response from the Videocon authorized service center, a technician finally showed up on 16 December 2013. The time at which he showed up, there was scheduled power cut at my residence. The Videocon technician did some repair but I wasn’t able to test if the washing machine worked properly or not due to power cut.

As soon as power came back, I tried to switch on the machine and to my surprise the machine again didn’t work properly. After a while (around 5-10 minutes), the MCB goes down. An electric shot after an Videocon authorized technician says he has fixed the problem.

I called up your service center again and a Videocon technician appeared again on 18 December 2013. And diagnosed that the motherboard has failed and needs to be replaced.

I don't think I need to pay for the motherboard now as this happened just after a fix was done by a Videocon technician. As I understand, your technician made a mistake while fixing the problem due to which the motherboard has gone down.

It’s been hardly 5 years since I purchased this Videocon washing machine. Washing machine not working for 4 weeks now has been a terrible inconvenience to me. Your technician has diagnosed a fault in the motherboard now and want me to replace the motherboard blaming the fault on electrical fluctuations. However, none of the other electrical appliances in my home have ever stopped working because of the alleged “electrical fluctuations”. This either indicates that either your diagnosis is wrong or the part being replaced or the services being offered is of inferior quality. I did not expect such a poor and careless service from a brand like Videocon. This has reflected terribly on the customer experience provided by your company and if it continues this way, I would think twice about buying a Videocon appliance next time or recommend them to friends and family. I hope you take this matter seriously this time and get this problem resolved via well trained engineers.

Please respond back to me at the earliest on my mobile no, otherwise I’ll escalate this problem on your social network brand page:
https://www.facebook.com/VIDEOCON
as well as on the consumer forum.

Thanks!

Replies