Beloa attached is the copy of letter which i wote to Onida support.. Till now nobody has responded.. and the DVD player is kept as a momento
Sir,
It is with utmost dissatisfaction I am writing this letter. The cause for my unsatisfaction is a DVD player (Model: DFX 5959) which i bought on September 15 from Nandileth G-Mart, Kozhikkode, Kerala didn't work from the very first day itself. Any DVD's when put inside takes around 15-45 mins to show either No Disc or Cannot read the read error. I could hardly ever play a full movie or even a full song in this (I should say that at times the player reads the disc very easily but manages to get stuck at the very interesting part of the movie- I dont know what technology you are using for this). At first we thought that the problems was caused by the dvd which i used to burn from my computer. So i bought some film dvds (Moserbear) and tried playing it. But problem persists.
After about month we decided to take it an authorised service centre of Onida and on Dec 24th we took it to Adonis Customer Relation Centre, Kaithamukku, Trivandrum. Upon primary inspection we were told that the DVD player is having no problem at all and they were trying to return it. But we said them to try again and put some other discs ; they did and found out that the DVD player is having a manufacturing defect and its Lense has to be replaced. We were happy that we werent the only people who think the DVD player is not working. They took the set for service (job No: 08121735 380420, Date: 24-12-08, Time: 12.04 Pm, Recieved by: Bindu S, Stated Complaint no Disc) and asked us to come back on next week.
After one week when we called the Customer Relation Centre, we were informed that it will be ready by day after tomorrow. After that many tomorrows were said and at some point they said parts are not available and same has to come from Cochin. Finally on 15th January I went directly to the Customer relation centre and I was told that the parts have not yet come and that parts that came last time were defective and were sent back. I described them the problem and asked if i could meet the manager in person. Then a girl when inside and came back to say that Manager is not there in the office, he'll be back the next day. So i came back to my house and called to the service centre they very next day morning. Mr. Manager (Mr. Sundaresan) was still not available there, so i took his mobile number from them. From afternoon till evening i tried calling to his mobile, it was either saying busy or givng me a busy tone.
Today morning (17th Jan) I visited the customer relation centre and they told me the same old parts not available story. I asked them to give me back my DVD player and tried calling the manager (Mr. Sundaresan) for one last time. This time i got him through and I told him that I am a customer and I've given my DVD player for service, and after such long duration I've lost my faith in the customer relation centre and am taking the device back. He then replied that I can take it back. I said him that i will escalate this issue further higher and bring it into the notice of Consumer Redressal Forum, for which he replied that he dont mind what ever i do, Consumer or consumer redressal is not of his concern, and asked me to do whatever I can. He is in this business for the past 30 years so he knows what to do and what not to do. After much talk i asked him what is the last word, can u repair it or not. Then he said he'll give me a reply in half and hour (that was at 11.45 am) and till now he havent called me or given me a reply. Mean while a girl from the Customer relation centre came to me and sadi the parts have arrived and the device can me made ready in half an hour. As I was having an urgent appointment I said them that I'll collect it in the evening. Still now i dont know what is the conditon of the device. I dont know whether they are giving it back the same way or not.
Adonics may be small firm but as far as Onida is concerned this should not happen. A customer should be given more respect. Because it is a DVD player i can forget about the money even if it is not returned repaired. But for you the product is more valuable when u miss a customer. I swear, I'll never ever allow my family, relatives or my friends to buy Onida products. First of all poor quality (product malfunctioning from the first day itself) and secondly the after sales service is very very very very Poor. This letter will defenitely be going into the trash so I'm taking a print of it and am going to forward it to the Consumer Redressal forum after 15 days. If at all ONIDA values customers, I hope you'll look into my problem and drop me a mail in response
Thanks and regards
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