Irresponsible consumer dealing of Reliance Digital

Location/place: SO/C, RSSD,BARC,MUMBAI

Name of company/service: Reliance Digital Retail Limited, Vashi, Navi Mumbai

Dear Sir/Madam,
I would like to report the grave issue of irresponsible consumer dealing of Reliance Digital (located in Vashi, Navi Mumbai). On 7th july, 2012. I ordered for a 231 lt Videocon Marvel Refrigerator and a 22″ Sony LCD Bravia television. On 8th july both the products were delivered timely but at the time of installation of refrigerator we discovered that the refrigerator delivered was Godrej Eon 231 lt of a price nearly Rs. 1000/- higher and different demeanor than the one we ordered. We immediately contacted reliance digital and reported about the issue, they said they will take some minutes to find out the matter and contact back but never did. I again called back after an hour or so , they assured the same and hung up.Still no one communicated back the same day.

Next day a person came for installation of TV. He plugged in and switched on but it never started. We remarked for replacement of the product in his set of papers but never came to know the status. That very day a representative from RD called back to ask our consumer experience although but inspite of assuring and telling that they will communicate back, there was nothing from their end. We again called back but they said that the person concerned that dealt with this left for the day.

Everytime i call there is just some changing of persons on the other end that speak the well mugged same thing ‘we’ll call back’ everytime leaving us in a hollow. Leave aside redressal it seems that there is not even a recognition of our complaints. If it is so that gullible customers should be duped with rogue products and mockery of their grievances, it is assured that I wont recommend a Reliance Digital product to anyone.

Also Please find below Time line of events:
Ordered (purchased with complete down payment of 15,900/- INR) on 7th July, 2012
Delivered at given address on 8th July 10, 2012
A representative (Abid Sheikh) for installation comes on 9th July, 2012 . Puts fixture for holding the TV. Switches it on but no display whatsoever. Communicates with a senior (name unknown) . Takes a remark on paper suggesting replacement (no signature given). Leaves without assurance. Feedback given to the dealer (Reliance Digital) about the current state. With assurance to intimate in few minutes no communication from their side at that time. Later a lady calls for feedback, when stated the problem she too assures the same and budges out telling will respond later and didn’t communicate.
Problem again reported to RD stores in evening of same day on phone time as , no call back or status reported
On 10th July, 2012 , a person from sony calls up to ask about the problem and said would ‘see’ if the piece can be replaced even when it didn’t work on first installation that too when completely handled by the technical representative at all stages including unpacking and assembly.
Later that day someone (named Muthhu) calls up and says serviceman would come to ‘check’ the system. No intimation of time of reaching till 6:00 pm
A person (called Shibu) calls up and says would attend to the problem
Comes at 7:45, UNMOUNTS THE LCD TELIVISION, REMOVES THE BACK PANEL WHICH WAS FACTORY FITTED ( SNAPPING ONE OF THE FIX OFF THE PANEL) INSPECTS AND SAYS THAT DISPLAY IS NOT WORKING.’STILL’ SAYS THAT WILL NOT CERTIFY TO REPLACE THE PRODUCT AND THE DECISION OF REPLACEMENT OF PRODUCT IS SOLELY CONSUMERS ASSERTION.
Communicated with his senior manager (named: Muthhu) in his presence. Says:
‘DESPITE OF TWO TECHNICALLY RESPONSIBLE PERSONS SAYING THAT THE FUNDAMENTAL DISPLAY FEATURE OF A TELEVISION NOT WORKING THEY CAN ONLY FORWARD AN APPLICATION OF REPLACEMENT OF PRODUCT WITH A 99% POSSIBILTY OF REPLACEMENT BUT NO RIGID ASSURANCE
The service person leaves with a copy of receipt of delivery that he said was required if any application of replacement has to be made.
Some Mr. Lokesh from sony called on 11th of july saying that replacement request is UNDER PROGRESS and within 2-3 days there would be the replacement
No status on Thursday, no communication from their side
I called Mr Lokesh on 13th july to ask about the status, he assures that REPLACED PRODUCT WILL BE DELIVERED WITH INSTALLATION ON THE COMING SATURDAY THAT IS 14TH OF July 15, 2012 ITSELF. In response to a request for a status e-mail verifying the request of replacement being approved, he said NO WRITTEN TESTIMONY CAN BE GIVEN but only assurance from conversation.
Same day Mr. Arshad called from sony, I requested to install on Sunday because Monday is working day and I would have gone for work .
Next two days we have been calling their respective numbers (Mr. Lokesh and Mr. Arshad). No one picks up the call