We have purchased Sansui DVD player with writer (Model – DVR 515R) from NEXT shoppe in Malad West on 15th Aug 2008. September 2009 due product issue we had registered a complaint with Videocon customer service center. Few days later after repeated follow-up, service engineer attended our call and after initial inspection assured that technical team would get back on support.
According to him board of DVD had to be replaced. After 2-3 months of regressive follow-ups didn’t moved anything, at last I received a call from a customer support from Video service center to bring our device to service center and they can inspect by engineer and rectify the problem without replacing the board (At first place they did not tried this approach). This was a positive development and support executive convinced us if this did not yield any result they have a board and need to get it to Mumbai from another location.
The very week we took our device to service center at Kandivali on Saturday, engineer gave a invoice and told the procedure would be to inspect the device and max by Tuesday we should get an estimate about time and budget. No calls returned and they kept the device for 4 weeks. We followed and call them every week to get usual answers, we are still inspecting and could not fix the problem. At one time they mentioned they cannot fix device and need to replace board, just taking time to get board from Aurangabad (4 Weeks to get a board from Aurangabad – very strange).
No responsible person who would deliver the service as per promise. After receiving the assurance that they already have a board to replace we took the device to Videocon. Its just one year and they are telling us now this product is obsolete and we do not have any replacement for board.
With above reasoning support responded finally that they have the board with cost 3400/- while the original cost of DVD was 2900/-. What do you call this service center?
This is our terrible experience of after sales service of well known company Videocon. ( TekCare India Pvt Ltd., Kandivali east 02228861026/0351)