Asianet Cable TV connection
Customer ID - AA 90112560
Sub: Set top box & remote service and replacement regarding.
Sir,
I am subscribing Asianet cable connection since 2006 and purchased set top box in 2006 / 2007. I was told that I will get it serviced free of cost / get it replaced, if any problem arises in future, as long as I subscribe cable connection.
The set top box had some problems in 2008 and got it serviced and it was working well.
Since last one month the remote is not working well. Some times it works and some times it does not. My complaint was registered and I was told that I will get it replaced on the next day.
A service technician came to my residence on 21/ 08 / 2010 and gave me another old remote and I was asked to pay Rs 100/- for the remote. Immediately I found thet the one given to me is defective and I asked for a new one. I was told that new remote is out of stock and may be available after a week. He advised me to use the one handed over to me on that day and to register a complaint once again to get a new remote. He told me that I will have to pay Rs 300/- for the new remote, when it is made availbale. Immediately after he left I found that remote given to me after charging Rs 100/- is not working. I called the helpline number immediately and registered a complaint. I was told that sunday (22/08) is also a working day for them and I will be getting a new remote on 22nd of august but I will have to pay Rs 300/- when it is delivered to me. However nobody turned up on 22nd.
I understand that set top box along with remote is provided free of cost to all new subscribers. The fee for new subscription and renewal of subscription are the same. Those who take a new subscription get brand new equipment free of cost. I am asked to pay for servicing / replacement of a defective equipment though I have paid the same amount for renewal of my subscription.
I am renewing my subscription every year and I denied of the free service/ replacement of defective remote which is against the initial offer made at the time of initial subscription of digital cable connection.
I had sent a coplaint by E mail on 24/08 but I did not get any reply till now (12/09).
I am not able to view the progrmmes since last 22 days. Today I called the customer care number and nobody picked the phone for 40 minutes (from 12 noon to 12.40PM on 12/09).
At 12 .44 PM I could speak to a representative. She told me that new remote is out of stock.
If I do not get a remote in working condition I would like to cancel my subscription.
I enquired about the procedure for cancelling the subscription and getting the subscription fee refunded. The representative told me that she does not know about it.
Please advise me.
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