I own a Philips DVD Mini Hi-Fi System FWD573.
(Equipment details:
Type no:FWD573( This is the serial number to identify the pdt)
Product number:KN000633005052
Equ Condition: No Audio,
CAL type set status: P4 cells
Date :8/12/2007)
This was received as a gift in September 2006 and had been working fine
till October 2007.
But the audio stopped working and was taken to the authorized Philips
Service Center in Trivandrum (Vijay Electronics(Ph:2467071.2476885)
The product is lying at the service centre since Dec 8 2007.
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Illustrated below the series of events that highlight the pathetic
service rendered by Philips .
It is very evident that the company is
doing NOTHING, I repeat absolutely NOTHING to keep its customers happy
by providing good service.
Nov 2007-Called the Call center.Told them about the equipment
status.Was promised that local service would get back in 48 hours.
More than a complaint number, nothing else happened. (I was hopeful
then). Spoke to someone in Malayalam.
Dec 2007-Contacted the local service center and handed over the faulty
equipment on 8th Dec 2007.
After a fortnight when contacted the local service said the product
would be delivered by Christmas. The same people had promised delivery
after 10 days on 8th December.
We were contacted by the service center during the first week of
January and was told the service would cost INR 3700, which was okayed
by us and asked to continue with fixing the equipment.Promised to
deliver in a week.
Since 2 weeks passed without ANY RESPONSE from the service center ,
contacted them. We were asked for a weeks time more and PROMISED to
update on the status, at least this time.
Like the usual practice of TAKING UPDATES and not Service Center
calling back, contacted the service center again. Told IC is faulty,
has to come from Singapore. This call happened in end Jan.
Finally started our visits to the service center, because calling them
over phone was anyways not helping get the repair done!
My father visited the service center and asked for delivery on 9th Feb.
AGAIN NOTHING HAPPENED. No calls on status updates!!!
On 9th spoke to Mr Shibu, who (apparently)owns the service center and
he bought time by the usual "I will get back to you" line.
Got a call on the same day from a technician who said he has to check
about the faulty IC with a manager in Ernakulam and will get back,
which NEVER HAPPENED!!!
So the current status as far as I have understood, the elusive IC has
to come from Singapore.
Can you go get the IC from Singapore?
Should I ask some friend of mine in S’pore to send me the IC so that I
can deliver it at the best customer service center and get the fault
rectified?
Is there a solution for such a simple issue.
Thanks for NOTHING!!!
Over PROMISE AND UNDER DELIVERY, Philips teaches the best!!!
I will soon be raising this issue at the closest Consumer Forum/Court
if I do not get a reply deemed satisfactory by me in the next 48 hours.
Posting this mail on Mouthshut.com
My little bit in letting the world know how good you are.
Regards
Nikhil