D/mr.parthoparati/mr.santosh,
I had deposited my defective dvd, sl-o.601erjd000524 with mr. sobhan dutta in the july'08 at guwahati branch svc centre. The dvd had already been repaired twice in the same month for the same problm. I was initially informd by mr. dutta & mr. apurba bora that since the set had "repeat failure" therefore it had to be replaced & that they had sought h.o approval for the same. It has been two months now & my complaint has not yet been resolved. This two months has been very eventful, as during this period i had to make un-countable telephone calls to mr.dutta & mr. bora to know about the status of my dvd set in which their replies varied from 'out on tour', 'out of country', 'will look into it as soon as i get back', 'h.o approval has not yet come' etc. I also had the pleasure of calling mr. amit jain & mr. krishna chaitanya of h.o on numerous occasions, they promise to get back to me but never does. On their part they 've made several conference call with ghty svc at my cost!! and was kind enough to later inform me that they don't 've time to interact and solve customer complaints as they are h.o people and 've to "look after many branches". They have chosen to forward my case to someone else in the hierarchy. In between during this head office follow up, mr. apurba informed me that my dvd has been repaired and is ready!! The same svc engineers who 2 months back had informed me that it was a case of "repeat failure" and thus "stongly recommended for sale return". I hope u can understand that I on my part as a customer will sure not be wrong if i refuse to receive the same set due to reduced confidence on the quality of the product and its customer svc. U can understand that during this past 2 months as a customer the kind of harassment, inconvenience and pecuniary loss i have been put through for redressal of my grievance. I on my part was prudent enough to have kept record of the correspondence of the branch svc wherein they 've strongly recommended the dvd set as non-repairable and the records of the 50 odd telephone calls made from my phone to the company people for knowing the status of my complaint. I'm contemplating to take legal action on this matter and considering to make the svc personnel at ghty and mr. jain & mr. krishna as personal respondents to the matter along with the company. Ur kind intervention may save us a lot of trouble in this matter. Looking forward to ur response on the matter at the earliest.
regds.
kamaljit talukda
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