I placed an order for Panasonic plasma 3d television - th-p42xt50d on 15 oct 2012 and paid through my hdfc credit care costing rs. 52239 vide order ID:3001561502. Expected delivery date as per the mail received by me on 18/10/2012 was 21 oct 2012. The product was couriered via firstflight-delhi with tracking no / Awb no.D48623089.
On 22 Oct I called the help line and also the chat which was of no use as the standard reply was "wait for a few days and you will receive the product". I have called the first flight courier office in delhi and the local office informed me that the shipment has not reached Bangalore yet.
22 Oct. I received a call from one Mr, Prakash whose mob # 7760425503 who is posted by first flight courier company in Bangalore airport. He informed me that my consignment reached Bangalore 2 days ago and is seized by the tax dept. For want of invoice and e-sugam documents. I informed the same to the customer support via e-mail, chat and by phone. I was asked to wait for 48 hours.
On 23 oct. I sent a reminder to customer support again.
I have raised a complaint on 24 oct and case ID is 468009 and even this has not seen the light of the day.
6.I spoke to miss komal the manager of customer support, and again I was given the same standard reply of resolving the issue in the next 24 hours. By going through all these painful experience, making phone calls to customer support and the courier office almost on a daily basis I am still in the same situation as I was on 21 oct. I as a customer have been treated very shabbily from all sources. Even after spending a huge amount on std calls and hours and hours of talking and being kept on waiting I have not been heard.
As there was no response from any quarter I sent a mail to operation head on 26 oct. seeking his intervention in this issue.
As the operation head failed to take note even after 29 oct I once again sent a mail to the operation head, this time mentioning that I will be forced to initiate legal action if no solution is provided.
Finally on29 oct mr.Prashant singh sengar of customer service sent a mail with a request to be patient and cooperation. I was asked to contact first flight courier on phone # 022-39576666. What way they would be of any help in this regard I fail to understand even this day?
On 30 oct 2012 the operation head chose to reply with "we would like to inform you that our team will be call back you within next 24 to 48 hours", as per his wordings and have not heard from him till now".
Till today the situation is the same on the issue and the whole team only comes up with one line sentence that the matter will be resolved in next 2 days. I have spent hundreds of rupees on std call almost on a daily basis. I had to spend hours and hours over the phone and on chat disturbing my daily routine which caused me a lot of mental agony.
I have consulted my advocate and have decided to initiate legal action. My advocate has appraised himself with the facts. He is in the process of causing a legal notice in a day or two and file a case regarding the same in the near future. This definitely amounts to deficiency in service and have caused me mental agony with loss of my time , money and energy and hence qualifies me to claim damages as well.