Bitter sweet online shopping experience in KTM

Its just so happened that I was recommended to go online shopping as safe and hassle free business for a TV set I was trying to buy. I opted for CG online service for the product and I had a real spinning session for a week trying to replace a delivered SET for its dysfunction. Oh god knows at one point of time I almost gave up ..tired ..irritated and yet concerned for the money that I had paid for. Well the story could be comprehended from the electronic communication I had with the delivering company that goes something like this................................................................................................................................................................................................................................................................................................................................ although the end was happy one!!

Dear Sir/Madam,

In reference to the delivery of above mentioned order number, I would like to bring this into your kind notice that the order was delivered to my house on 2070/04/06 at 5.45 PM. The delivery people installed the TV which at that time could not be checked for its ‘as is’ status due to active load shedding schedule. We had made the payment and signed the warranty card and ordered for the wall bracket with extra payment which was delivered to us the following day.

Once mounted on the wall, we checked the Television set for its status and found  major problem with its audio system. Next day we registered a complain to the service center which responded back the third day of the 'complain registration' and sent a technician by the name of Mr. Tandukar (surname) who on his examination confirmed our doubt and asked us to wait until he does the required procedures. At that point we had asked if it could be replaced to which he sternly denied and mentioned that the service center was responsible for repairs only and suggested us to contact the place from where the bill was issued.

After that we had made several calls to several people- among which were –CG Digital Private Limited Branch UWTC from where the bill was issued, your good office (the CG online service) and the service center itself. We were told that the issue will be settled by Sunday as people were busy with ‘closing’. During the conversation, we had an impression that the replacement was on its way, although by Sunday.

Then we received a call on Sunday (2070/04/13) that someone from service center was coming to collect the installed TV which they did. Mr. Rajkumar Yadav collected the Television set and the original warranty card and assured us that they would deliver the replacement by Monday between 10.30 and 11.30 PM.  However instead of delivery  we get this strange call from Satungal Factory from a person (we do not know his name as he did not identify himself.. Ref: 9813590893) who at the outset told us that they did not find any defect with the Audio system and we should come to the factory to check it to get satisfied with the product.

To this we reacted by saying it was us who first noticed the audio defect which was confirmed by the technician  who had visited us to check. We confirmed our observation and stood by it. However the person from the factory kept insisting that we (us and the technician) both could be wrong in this particular instance. And also mentioned that once ‘Chalani’ is done for a delivery it could not be changed or at least  revoked.

It was quite surprising that  how ‘the said person’ could conclude that we were wrong in observing the audio defect specially when the technician from CG’s own service center confirmed it. If so was the doubt raised about our‘customer integrity’,  we could too doubt that the ‘audio system’ could have been repaired in the factory.

But this would lead us nowhere bridging the void created by this mutual doubts between the company and the costumer. And hence request you to help us resolve this matter.

At this point I would like to mention that we opted your online service having a total faith in CG brand. We now feel that we are exhausted and mentally drained out trying to figure out what can be done or who is responsible for doing this. We have a serious doubt whether entitled to ask for a replacement for a delivery of a ‘defect piece’. at all

We sincerely acknowledge your early response resolving this issue.

Thanking you and with kind regards

Yours sincerely

At the end we should be honest to mention that the company responded quick once the confusion created by service center was over. Though we had a tough time during these six days...the company responded well and we are satisfied with their explanation, we suggest them to be more vigilant on their service center which in our opinion is not run professionally!:))