Madam / Dear sir,
We are running pillar to post for the product from day one selecting the product where we were not properly guided by CROMA, SONY, RD Plast is not ready to answer and with the passing of days, it is becoming pain and making us feel cheated. My question to
CROMA - From day one Executive has lack of knowledge about the discounts and customer benefit, customer service after sale is poor, no care for delivery of the product, lack of communication for delivery and installation.
SONY - If I selected product I went with the brand SONY and as a loyal customer thinking that they will be conscious about the product and customer but I am finding failed to understand they are not bothered to contact CROMA and question them for the conduct and they(CROMA and SONY) did not even bother to check the installation of product at customer place and pointing customer answerable.
RD Plast- Lack of knowledge created pain and unhealthy relationship.
This is regarding the Sony TV which I have purchased on 29/09/2022 from Croma Store Sarat Bose Road Kolkata.
1) We went to your store on 25 September to buy a TV.
2) After seeing all we decided to take the Sony TV.
3) We had asked the sales person, do you have any kind of discount on ICICI Card? He said only on the purchase of Rs 1 lakh and was misguided. Later, as my husband is working with Bank in a senior position, he realised that there is a discount. After insisting and waiting for a long, sales person discussed it with someone and confirmed yes. We felt cheated and asked by sales executive to come on Thursday. So we decided to purchase on Thursday. This all took us 2 hours that day. Sales Executive CROMA Abhijit Das Mob-824050xxxx deducted our coupon of about 20000(twenty thousand Rupees) and asked us to come on Thursday. This is again the second level of misguiding us where we were not able to take decision after coming home, whether we are looking to go from CROMA or some other place. We are struck and forced to take the product from CROMA.
4) I went on Thursday 29 of September morning to make the balance payment and I was having a meeting with my client as I am interior designer.
5) This took almost more than an hour to resolve the final billing and ICICI card discount. And was late for the meeting.
6) No customer was there on Thursday, still it took almost 1 hour & 30 minutes to generate the final bill which included Rs. 2000 R D Plast equipment. Delay on Thursday while billing - came saying that they cannot give discount in ICICI Card- Later they did that. The same can be checked in CCTV footage Lobby of CROMA.
7) I asked to give back the advance and told him to show me where it is mentioned that my ICICI Card is not valid. After a long fight, they gave a discount. We have taken M D Plast through them thinking that installation will be properly taken care by CROMA - We were ready to give the extra price though the same was available at Amazon at Rs. 1500. So that our product is expensive and it is well-taken care by CROMA.
8) When we were following up with Croma employee for installation Mr. Abhijit Das Mob 824050xxxx - on the confirmation of Abhijit we waited whole day cancelling our programme, installation could not be done - I am talking about 06th October 2022.
Next day when my husband asked for installation on same day or refund of money - the delivery of TV was done and installation was done as our number was shared by Croma to RD Plast. RD Plast Tanumoy Bose Mob: 931122xxxx visited(Our contact and address were shared by CromaMr. Abhijit Das)- Installation on 9th of October that too at 6 o clock. OUR NUMBER WAS SHARED BY CROMA. WHY IT WAS NOT INFORMED TO US THAT IT WILL BE DONE BY SONY? IS CROMA ONLY AN AGENT FOR SELLING THE PRODUCT OR DO THEY DON’T HAVE RESPONSIBILITY TO GUIDE US? WHY THE FOLLOW UP WAS NOT DONE BY CROMA OR SONY AFTER INSTALLATION TILL DATE?
9) Person who came for installing Tanumoy bose R D Plast along with one of the person who was not a Sony employee or Croma(Came to know when we raised the issue). He installed my tv below the ac. Which I was not aware that we are not allowed to install the tv below the ac. nor later we are approached by anyone from Croma or Sony for the installation of TV.
10) On 11 night I saw a patch on the tv which was very small. I thought it must be just a clinch. But again on 12 night, I saw the patch had increased so I got little tensed and messaged my Croma Bankim Mob 629019xxxx he said he will make a complain and let me know.
11) After many follow up, the Sony person came on 14 October evening and he said the person has installed is not a Sony person. Neither anyone approached us for installation - we could have shifted the same immediately if SONY or CROMA could have sent someone for installation. Why we were not approached by CROMA or SONY for installation? We have not purchased Online though we were getting a better deal and we went for SONY with a higher amount - it is not a duty of both the company to approach for installation. You have missed your customer duty and are pointing fingers on us.
12) Officer visited from SONY Gour Mondal Mob: 967483xxxx -Findings - installed below the ac, secondly sticker on the bill for the warranty of 3 years is not there in your bill. Ready to repair.
13) As we are a family of 2 - husband and myself, we are not available the whole day and we have 3 rooms so we use the other room which has a tv, this room is for my mother in law. She is expected to come on Monday. We bought the TV for her, She is senior citizen and her age is more than 70, also we were not using the air-conditioner for the last 5 days as my mother in law is at her parent’s place. The harm cannot happen because of ac. It must be before and defective piece is given to us.
14) Why should I compromise and take defective television? And it’s our hard earned money which is required for the room of the Senior Citizen Mother in law 70 years of age.
I will be forced to go to consumer forums and media to get the answer. Please look into it. Without any error on our side every day we are struggling to get an answer and waiting for the immediate replacement of the same and compensation for the harassment to the consumer.
Neha Bajoria
Mob: 7086652607 / 8638502261