Denial of Replacement and Repair of Philips LED TV - India Consumer Forum

Denial of Replacement and Repair of Philips LED TV

I bought a Philips LED TV on 13th June 2017. The TV is faulty as it is having white patch and few dots on the screen. After complaint registration in the month of June itself their service engineer visited my home and agreed there is a problem in the TV and screen needs to be replaced. I handed over the copy of the invoice of TV purchase to him which he said is required as per company’s process.At that point in time I learnt that Philips do not provide direct service to their customers it is through Videocon which has further hired small repair service partners in various part of the city.

After long chase I was being told that since we are not able to arrange for the replacement screen for repairs, we will replace your TV with new one. I agreed to the solution.

Then again no response from their end and I was chasing these local service partners from pillar to post and they just kept fooling me that will replace within a day or two but nothing done till date.

Since no official email id of Philips official is available on their website I started putting messages on Facebook and Twitter to Philips Care. Then I got a call from Tekcare India Pvt Ltd who are the service partners of Philips and they confirmed to me within a week my TV will be replaced.

Now I got a call from some MS Electronics who claimed to be service partner to provide service on behalf of Philips for Noida region and they told me for replacing the TV they need to have pictures of the TV from inside and they will come na dopen my TV and take its pictures.
I said once you open the TV its warrant will cease, they said no it will not be like that. So I told them to put this thing on mail and send it to me. They sent that mail confirmation although later no one came to take the pictures. They said now it is not required and now they will replace my TV.

Again after this no response, again I started chasing them on facebook and twitter, now I was being told that we are trying to find out where this TV is available with us and we will source it from there. After that when I chased them again then they told me that they need the copy of purchase invoice once again. I told them I have already given the same to their engineer. They said that’s not clear and they need it once again. I mailed them the copy of the same.

After few days they responded that the price of this TV is Rs.40000/- and you have purchased it at Rs.11032 which is huge discount thus we cannot offer you any replacement and we can’t repair also as we do not have any spare parts available for this TV.

I responded back to them:
1. I have purchased the TV from Reliance Digital and I myself an employee of Reliance, my company has offered me this discount not Philips India. Philips has sold the TV to Reliance at full value and the loss has been borne by Reliance not by Philips.

2. The current price of the TV is hardly 25000 and what they are quoting is the price at the time of product launch.

3. If the company is having the new piece of the same model available how come they don’t have spares for the same. The model is still available in the market then how come they can deny the service of a product which is very much within the warranty.

TV Model No: Philips LEd TV 39PFL4579/V7 AH
Complaint No:GHA1307170129

I request either they should repair the TV without any cost of change with a new one without any cost.

Sudhanshu Bhardwaj
Noida 201301, Uttar Pradesh

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