I purchased a Toshiba LCD TV in the month of August 2011. I was provided a 1 year warranty for the same. My TV stopped working in 6 months time. I called the Toshiba customer service to get it fixed. An engineer came the very next day and inspected the TV. He said that I had to replace the panel and that they will have it changed for me.

I registered a complaint in their customer service on the 23rd of March. Now it is 19th April and the issue is still not solved. I made numerous calls to the customer service and each time they call, they ask for two days time. Some of their executives dont even answer our queries properly.

Once they say that the part is approved and that the service agents will contact me shortly. When I call the next day, they say that they are still waiting for the part. They keep updating me with false information.

I also sent a whole lot of emails to their support centre. First of all they reply only after two or three days. And when they reply they don't have a valid answer to my queries.

I am surprised that I am made to wait for a part that is still under manufacture warranty. I want this issue to be fixed ASAP. If they cant replace the part, I want them to replace the television itself. I have bought many products and taken up many services, but I have not seen a company with such RIDICULOUSLY PATHETIC customer service.

It is almost a month now and I am STILL waiting. Have been patient all this while. I cant wait anymore.

Please help me get this issue resolved ASAP.

Please find below the series of emails I sent to them

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From: abhishek krishnan [mailto:beeshake@gmail.com]
Sent: Tuesday, March 20, 2012 7:39 PM
To: cpcare@toshiba-india.com
Subject: toshiba LCD TV complaint

Hello,


This is Abhishek from Chennai. I had called customer service a week ago with an issue with my television. A service engineer came and checked the TV the very next day. He said that we had to change the BOARD as there was some problem with it. He said he will get back to me at the earliest with the replacement.



However, it has been more than a week now and I still have not received a call or a feedback from Toshiba. The TV still falls in the warranty period. Kindly help me out in this issue at the earliest.



My mobile number : 9884378197



Kindly let me know if you need any other details for the quick fix of this issue.



Regards



--
Abhishek Krishnan

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On Wed, Mar 21, 2012 at 4:09 PM, CP Care <cpcare@toshiba-india.com> wrote:
Dear Mr. Krishnan,

Thank you for writing to us.

As per your mail, we understand that you are facing picture issue with your LCD.

We would like to inform you that service center is waiting for the parts and we will contact you shortly.

In case you need any further assistance, call us on (1800-118-674/1800-200-8674) toll free or you can also mail us on cpcare@toshiba-india.com . We shall do our best to assist you.

Regards,
Pankaj


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On Thu, Mar 22, 2012 at 10:23 AM, abhishek krishnan <beeshake@gmail.com> wrote:
Can you please let me know the approximate time it would take for this issue to be resolved?


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Hello,


I have called Toshiba customer care 3 times already and this it the third email I am sending to you people. I had an issue with my LCD tv. I got a call from your side on Friday telling that they would send an engineer to fix the issue.



Well, it is sunday now and NO body has turned up yet... It has been 2 weeks since the tv is under repair.



Kindly fix the issue as soon as possible.

--------------------------------

Hi,



This is my FOURTH email to you. I have not received a response till now. I just want to know when THE ISSUE WILL BE RESOLVED.

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Dear Mr. Krishnan,
Thank you for writing Toshiba.

Firstly, sincerely apologizing for delayed response and inconvenience caused to you as I do understand that how much difficulty you are facing.

Further, we would like to inform you that we have already forwarded your concern to our concern department as soon as possible we will contact you with the resolution till we would request you to please cooperate with us.

In case you need any further assistance, call us on (1800-118-674/1800-200-8674) toll free or you can also contact us on cpcare@toshiba-india.com . We shall do our best to assist you.

Regards,
Pankaj

--------------------------

Subject: Re: toshiba LCD TV complaint


To Whom So Ever It May Concern

This is my 5th email in this concern in last 8 days. On 23rd Mar 2012, I have raised a complaint about a completely dead Toshiba 32"LCD Television. The below communication is a proof of my previous contacts.

On 24th Mar 2012, a Toshiba engineer visited my home, who informed that there is a critical problem with the system board and it has to be replaced. He informed that he will be back with the spare part soon. However, it has been 9 days after I lodged the complaint with you and no joy yet. On my previous email asking you to provide an ETA, the response was not really satisfactory.

It is ridiculous to know that Toshiba manufacturer do not have the spare parts of a unit which is still under the manufacturer warranty


If you could not collect the spares and repair the unit in another 24 hrs, ensure that the TV is replaced as I do not trust waiting - as it is already the 10th day of my complaint.


Any delay in response to this would prompt me lodge a complaint with copied consumer rights forums and also to deal this legally through the honourable court of law.



Regards,



Abhishek Krishnan

Ph : 9884378197

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Dear Mr. Krishnan,
Thank you for contacting Toshiba Support.
Once again sorry for the inconvenience caused.
This is to inform you that there is good news for you as we got update from higher authority on your case and our team will contact you shortly with the resolution till we would request you please bear with us.
In case you need any further assistance, call us on (1800-118-674/1800-200-8674) toll free or you can also mail us on cpcare@toshiba-india.com . We shall do our best to assist you.
Regards,
Pankaj

|Toshiba Consumer Products Service & Support |

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I am completely disgusted by the way Toshiba customer care handles customer service. It has been 15 days now since my TV is under repair. I don't understand what you people are doing out there. If you can't get this issue fixed, please return the money I spent for the TV. I will purchase another LCD from some other company who has much better customer service.


I don't know what your agent "PANKAJ" meant by the GOOD NEWS in his previous mail. (attached below) . What is the good news? What is the update you got from your higher authority? Who is your higher authority? Do you people actually understand the plight of your customers? What is the point in sending meaningless replies????



It is your responsibility to have the spare parts of a product that is still under manufacture warranty. If I don't get my TV fixed within 2 days, I am going to file a case on the third day.



I am extremely SORRY to have purchased a product from a company that has such a RIDICULOUS support.



Abhishek

9884378197

-------------------------

Dear Mr. Krishnan,
Thank you for contacting Toshiba Support.

Firstly, sincerely apologizing for delayed response and inconvenience caused to you as I do understand that how much difficulty you are facing.
Further , we would like to inform you that your concern has already been forwarded to higher authorities to process the same at earliest and as per our concern team they are still working on your case. Our team will contact you shortly.

Once again, please accept our apologizes for any inconvenience caused.

In case you need any further assistance, call us on (1800-118-674/1800-200-8674) toll free or you can also mail us on cpcare@toshiba-india.com . We shall do our best to assist you.

Regards,
Pankaj

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Do you people even know what is the meaning of an apology. All of you out there are a bunch of fake people. You keep giving fake promises. My TV is under repair for about a month now and all you people do is apologize for the inconvenience caused. Do you people even think about what the inconvenience is? I have never come across such PATHETIC PATHETIC customer support. Each time I call you, you people promise that I will get a call back in two days. I am really fed up with you people.

I am lodging a complaint in consumer court. This is not the way you treat a customer. I am sure I will get a reply to this mail only after 2 days. Such is the efficiency of your service.

Regards

Abhishek