With further reference to the complaint I would like to present following information, just to apprise you of the aggravation we are going through.
1.We wanted to buy a top end TV and bought the set paying a good sum of money (around INR28000). It is indeed strange that it went out of order within 3 years.(Was the company trying to get rid of defective pieces at a discount? I wonder)
2.It suddenly went out of order inspite of being connected through a reputed brand of voltage stabilizer.(I mean there was no power surge or anything). It was given for repair on or about the first week of Jan to Philips authorized service centre Pacific Electronics at RTNagar Bangalore which is in walking distance to my residence. It took them about 10 days to repair and deliver it back on the 20th of Jan. They charged me INR1776 as repair charge.
3.Same day evening the TV went on the blink, and again taken for repair and returned after 2 days. We were informed by them that the repair was not done properly and they orally apologised for their shoddy work and lack of quality control.
4.Within a week thereafter a line started appearing on the top of the screen which we did not notice till it started becoming bigger and bigger.
5.We again complained to the Philips ASC above mentioned. They sent across a technician after a couple of days. This gentleman tried to repair it and in the process appears to have damaged it further as the line appearing on the screen became bigger. He told us that we may use the set till they arrange to pick it up. Accordingly we used it and suddenly there was a loud sound and entire set went blank and we could smell burnt plastic.
6.It was concluded by the ASC that there is a major problem and the set was picked up for repairs on the 19th of March. Thereafter we have been following up with the ASC and we are being given a run around.
Now we are enquiring with the ASC on a daily basis with no avail. Now it is more than 50 days and we have no clue about the TV set.
Conclusion: It is the duty of the manufacturer to appoint competent people to service the product manufactured by them. The ASC is the agent of Philips and the ultimate responsiibility/liability lies with Philips as the principal. It is not suffice to apologise and make us go back to their ASC for redressal. With this experience we will never be able to trust Philips brand ever again.
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