Hi team, this is to report an issue with a policy explained to me by your technician and customer service team.
My mobile number is 9911402074 which will help to track my account information. I have one primary connection and one add on multi TV connection. I was facing some issues with my primary set top box from last couple of days and today it completely switched off stopped working. I raised a complain for the same and was visited by a technician in time however to my surprise the technician without even opening the box to check if the Same could be repaired or not , straight away said that it needs to be replaced.
I objected the same however he informed that the box would be sent for repair and the would take more than 3 months which did not make any sense to me. He said my box will be replaced with a second hand box which he was carrying. The cost of the same was 520 and warranty was only 1 month. I was not comfortable with using an old box hence asked his the cost to buy a new box to which he said that to get a replacement by new box I would need to buy a new connection which does not make any sense to me. However as I had no other option hence he connected the old box.
To confirm if he gave me the correct information, I called customer service and to my surprise again, even the customer service team gave me the same information however none of them had any logical explanation for the same.
I fail to understand why someone need to buy a complete connection of only the box was not working.
Hope I get some logical answer here and also need a clarity of who will be responsible incase the replaced old box breakdown again after 1 year ?