Sir,
I think an after-sale service strengthens the relationship between one consumer and a dealer and it is a dealer who holds the responsibility of bearing the Company’s reputation. On 04.04.08 one Personal Computer as detailed below was purchased from Sona Educational Service Centre (SESC), Behala Commercial ComplexII, 620, D.H.Road, Kolkata -34, an authorised dealer (as claimed by themselves). While purchasing, the proprietor named as Sri Sankar Chakravorty offered for a scope of extending the warranty period up to 3 years instead of 1 year by paying some more money. As the situation made me take that offer, he then tore off two perforated sheets from the warranty booklet for sending those to the HCL authority explaining that one revised warranty, duly on extension, would soon be available from the company directly as it was a company offer. Whenever the question of warranty would arise, Sri Chakravorty kept on assuring that he would be rendering services on behalf of the Company till the warranty was extended. But neither the revised warranty nor any document in token of that has been received till date.
One month after installation of the computer, it was found not functioning properly and Sri Chakravorty gave one service on 17.05.08. In a quick succession, the computer, in spite of being handled with lot of care and infrequent use, got out of order and Sri Chakravorty again attended on 17.10.08 and charged for Rs.350/- on the plea that it was software related problem which the warranty did not cover upon and any mechanic would have charged for that. Again in the first week of October’09, when it again stopped functioning, I called one local mechanic and he suggested to contact the company’s technician as the warranty was still on. Having no choice, I informed Sri Chakravorty again and he started expressing resentment on the fact of calling some other mechanic. Sri Chakravorty attended my residence on 11.10.09 and serviced against the charge of Rs.350/- and surprisingly on the next day the same problem occurred and I sent the entire CPU to his shop as advised and it was prescribed that the whole Mother Board of the CPU was required to have immediate replacement that involves an expense of Rs.3000/-. I then asked for an evidence in support of extension of the warranty so that I could contact the HCL authority. But Sri Chakravorty refused to provide the same with an abusive manner and after a prolonged hot exchange, he denied the fact of charging extra money for the extended warranty and the whole conversation has been recorded in a mobile phone. I then contacted the HCL service centre for getting the device examined by some of the Company’s expert technicians by paying the requisite servicing fees. But all my attempts over email went in vain. I, however, don’t believe in the explanation of Sri Chakravorty regarding the necessity of replacement of Mother Board of the Computer which is kept in almost new condition and also I am in doubt regarding the accessories of the device supposed to have assembled by the Dealer. Eventually if his explanation is found true, then I must put a big question mark on this reputed brand I’ve chosen.
On the pretext of the above, I however, want to get the whole device examined by some expert of the company and in case of replacement of any spare, if required, the Dealer should take the responsibility for the same. If the Dealer does not agree to bear the expense of the spare, if any, then I want to have the full refund of money I’ve paid for the Computer. On proper enquiry from your part if the whole story is found to have been concocted by the Dealer (SESC), then the situation will demand for the suitable legal proceedings.
Hope this note shall work for me favourably and an apt & prompt action from your part is craved.
Particulars of the Computer: Machine Sr. no. B074AZ203257 Product Code AZ000895A
Product Desc. EZEEBEE MAX 4991 PDC Warranty Card no. 10274213.
Sincerely yours,
Namita Mazumder
54/4, Barisha Purba Para, Meghmallar
Kadamtala, Thakurpukur, Kolkata-63
Mobile No. 09339739557
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