Hi,

My name is Ashwin Jain and I have been at the receiving end of a scam by Next Retail India Ltd. and Sansui India Pvt. Ltd. One party sells faulty items and the other refuses any service on them. Result: My money has gone down the drain

I bought a Sansui DVD Recorder from Next in September 08 (about 5 months ago). The machine ran smoothly for about 3-4 DVDs and then became erratic. It would recognise some CDs/DVDs and others it would not. I called and complained to Sansui Customer Care. No one ever came. I complained again and got the same response.

Meanwhile I got busy in my work and had to go out of town for a month or so. When I came back, the machine seemed to be working fine. Then in Feb, it completely conked off and would not recognise any CD or DVD. I complained again to Sansui and a technician came over to my place after two days, without calling in advance and unfortunately at a time when I was not home. He met my mother and left a message that he will come back the next day but never returned back.

I called up Sansui Customer care again after a few days and I was told that my complaint was closed and the reason was – No Responsible person available. I was given another complaint number. The technician came again 2 days later. I was at home this time and he checked the machine in front of me. He advised that there may be something wrong with the head or some PCB. He said he did not carry the parts with him. He said he will comeback in a couple of days.

It almost 2 weeks now and no one has turned up.

I have meanwhile contacted Sansui customer care and have been told that the part is not available (and don’t know when it will be available) and that I should contact the service centre for my area (Vikhroli). When I contacted them, they referred me back to Sansui customer care as my machine was under warranty.

Last I spoke with a supervisor names Dheeraj. He was very unhelpful and would not even let me escalate the complaint to his manager. When I threatened that I will get in touch with Sansui Head-office, he nonchalantly told me to do as I pleased and that it was ok with him.

The sad bit is that he called himself the floor supervisor and had absolutely curt and rude in his behaviour.

Please advise, what course of action I must take to resolve my complaint and get my DVD player working again.

Details as follows:
Product: Sansui DVR 515R
Retailer: Next Retail India Ltd.
Invoice Number 917 / Bill No. 12723
Date of Purchase: 07/09/2008

Sansui Complaint Number (Current) MUM 2702090794
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Regards,
Ashwin Jain