Hi Sir/Madam
I bought this DVD player some 2 years back and at that time it used to play movie for 15 odd minutes and then used to get hanged while same DVDs used to play very fine on Sony DVD player. I made a complaint to Philips through web based complain and then they responded with a service engineer who visited my place. I told him that i have hardly used this DVD player and it does not work properly. He said he needs to check the DVD disk in lab and went away with it assuring that they would find fault if any in disk else repair the player. He never turned up since that day. I asked status on email from Phillis but they never replied, i could not call because i was not in India.
When i came back to India and tried to play a DVD in same player it didn't play it more than 2 minutes and DVD player was shutdown on its own. I didnt try customer care and went to service center this time. But experiance was even worse. They said your earlier complaint ticket is closed with your agreement which i never made. I said i never said to close and show my signature for closure and even my DVD disk is with you since long. He said the engineer who had visited you didn't belong to this Chandigarh Service center and moreover that service center is closed so if you need more info pls get in touch with Customer care. They said we would repair it for Rs 150/- and return in 2 days. I called them after some one week then they said some card has gone faulty and we would charge some Rs 1200/- for it which we can discount to Rs 1000/-.I said my DVD player was faulty right from 1st day then why should i pay, they said for that please speak with Customer care. Call center people many times said we are sorry and would call you after discussing what best we can do for this case and see if we can fetch your emails regarding status of your previous complain 2 years back.i never received any call from them. Then i said i want to speak with your head. He called me some couple of times but finally said that you have to pay to repair. I told service center to repair the same but dont have card to repair it since 20th june 09 whereas the card was ordered by service center on 26th june 09 .
My complain is
1. Why Philips doesnot have record of my previous complain or signature or email that i accept the resolution and where is my DVD disk? Who is SPOC to deal with such a complain. Should i pay Rs 1000/- for a card that was faulty right from first day for which Philips closed complain on its own.or should i buy a Sony DVD player instead to wasting money to get it repaied.
2. Why Service Center people donot call customers to tell status and ask if they need to get repair done.why customer has to call again and again.
3. Why the faulty card is not available for last more than 2 months. And should i not get replacement till they have card available. my family is waiting to see a my marriage DVD?
4.Customer care people sweet to talk though make big promises saying thanks and sorry sir, but donot call back after promising same and donot resolve any issue.they know next time call would not land to their desk so they need to casual about the complaint.
Please help.
BR//Chetan
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