Complaint Details

Status	:	Closed
Complaint No	:	0006227/2013
Category	:	Computers & Accessories
Date	:	05-09-2013
Subject Line	:	Poor Service, Laptop not repaired/replaced after more than 2 months
Complainant	:	CHIRAG RAMNANI
Address	:	A-190, MADHAV NAGAR, CHORASIAWAS ROAD,
Complainee	:	TOSHIBA
Address	:

Complaint Details
I have been a Toshiba Laptop User since last 5 years ! Recently I purchased a new Laptop Toshiba L850 A902 from Oman. (Serial No. 5C315828R).

Unfortunately, it encountered a hardware problem, the screen stopped giving any output (on 20th June, 2013)(before completely stopping, it showed problems of screen grid getting shifted to right(split screen) occasionally whenever I resumed my laptop from hibernation).

I reported this problem to customer care and was asked to go to a service station.(Complaint ID : 062013-157) I went to a service station in Udaipur(Rajasthan), 300KM away from my city Ajmer (Rajasthan). I went to Vishwas Computers, Udaipur on 21st June, 2013 (Friday). And the problem couldn't be solved immediately due to unavailability of the required part (Motherboard, as told by the service centre people).

The problem was first dealt by Mr. Prakash Nagda (Of Vishwas Computers, Mob No: 09414165828). They told the part would arrive in 3-4 days and and it'll be repaired. However the part never reached there on time. They kept extending it blaming on different reasons everytime, Road permit issues, part unavailibilty, my laptop being purchased from Out of India, etc after a few days, Mr. Nagda told that another colleague of him, Zayed (Mob no : 8003495291) was handling the matter. and then he gave his own set of excuses for the delays, and asked me to talk to the regional head for the matter, to Mr. Pramesh Bhatia, who said he'd get the part dispatched the next day. and then he didn't answer any calls for next 4 days (Part still wasn't dispatched). After 4 days, Mr. Bhatia answered the call and diverted me to another person, Mr. Rahul (Dixit) (Mob : 07897897979) to look into the matter. I called Mr. Rahul, he said he'll look into it and revert, again, no response for next 2-3 days. and then after 2-3 days he said the part would get dispatched in another 2-3 days.

In between, I sent a complaint mail on this mail id, which first said, the part would get dispatched on 4th July, still it wasn't dispatched, followed by another mail after 3-4 days that it would reach udaipur on 10th July.( 10th July !! 20 days to process a request and procure a part ?? Seriously ??)

Finally, after 20 days the part reached udaipur, and what I get to hear is, the part they ordered for and received did not fit in my Laptop, and then they blamed it to my laptop being under International Warranty and that it was purchased from abroad. While the fact is, the were told of the fact that it was purchased from Oman. they very much had this knowledge.

I had enough of it from the above mentioned service centre, and I took my Laptop back, and now would be going to Automation Networks, Karkarduma, Delhi Service station for the Laptop service, Case ID : 071213-176.

After that I had several talks with the person handling the laptopcare mail, Rachna Joshi, She sounded promising but has repeatedly failed to deliver. She took my laptop to warehouse for getting it repaired till the new motherboard comes, she took 10 days for that, and then last thursday she calls me tell me I'll receive my laptop on monday, then Tuesday, and then they confirmed me for tue evening, then Mr. Manav Dham (Regional Head, toshiba, 8130892876) called me to inform for wednesday first half!!

Then did nothing!! And responded only on my reminder, Now even Rachna is not picking the landline!!! (and by the way what a landline system They've got? It charges me my balance even if no one answers the call !! What a stupid way to charge people?) ok, after my call, he tells me the service engineers will reach my place at around 4pm! No one did, I waited till 5.30pm !! I called him again, after many tries, he finally picked up, and said, he'll take anothr half an hour, it was fine even till here!! One hour passed!! I call again, and he didn't pick up!! He texted he was driving, ok fine, half an hour more passed, I tried again, a lot of times, still no response!! He said he'll call back.

Neither the service engineer came nor his call.

This is such a disgrace, people holding such high posts behave so irresponsibly!! And they said it takes max of 45 days for a part to come from abroad, I gave my laptop to Toshiba on 21st June, hardly 2-3 days are left for those 45 days to get over !

And as usual, today as well, they're asking me to wait for another day ! And No-one is picking the calls, neither Rachna Joshi nor Automation Networks.

After that I was told I need to wait till 21st August for the motherboard to arrive.



I've had this reported to All India Service Head (Maneesh Koul), Head Service Delivery ( Govindan PK), Delhi Service Manager (Manav Dham) but nothing to help my case !!

Later even after arrival of motherboard and hinges, it took them more than a week to do smething and get me my laptop,

I finally got it on 31st august, And what I see, nothing significant had been done, and the display issue was right there, the next very morning the screen was blank and offering no output !

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