- Cheating by the company ^Open

PRADEEP P filed this complaint against Videocon D2h on May 11, 2019

Videocon Customer ID: ******** I wish to bring to your attention a clear case of cheating by Videocon D*h. I hereby recite the sequence of events where the company has cheated me of Rs.****/- and have denied refund on flimsy ground. I would greatly appreciate your kind intervention in helping me secure my refund without having to take the case up with the consumer court.
I have been availing Videocon D*H services since **** at Bangalore. I have a satellite TV that has an SD set-top box integrated with the TV. However, the TV developed some issue and was found to be beyond economical repair. Given that I already had the infrastructure from Videocon D*H such as the Dish antenna, cables I thought it would be a good idea to relocate the same to my native at Kottayam in Kerala for my parents to use. There began my saga. The sequence of events follows:
**/**/** - I called Videocon D*H customer care at *.**pm and enquired about the possibility of relocating my existing connection along with an upgrade to a separate SD Set Top Box (since my existing SD set-top box is unusable given it is integrated with the TV which has developed a fault). The customer care executive provided assurance that it is certainly possible to perform a relocation along with an upgrade to a separate SD Set Top Box under the condition that I first perform a recharge to the tune of Rs. ****/-. Based on the customer care executive's assurance I recharged the connection with Rs.****/- on **.**.**** via Paytm (Transaction screenshot enclosed as an attachment)
**.**.**** - I called the Videocon D*H customer care at *.** am intending to register a request for relocation and upgrade of the Set Top Box. I was advised that there is a charge of Rs.***/- associated with the relocation and Rs.***/- for setup box. I was also informed about these charges on the **th and was told I would have to pay at the time of installation to which I agreed. However, on this occasion, the customer care executive insisted that I first select my package failing which it was not possible for the installation service engineer to check whether the service was working or not. So I proceeded to select my package as well over the call. The executive informed me that the service engineer would visit on the same day by **:** AM. When no-one showed up at the promised hour, I called the Videocon D*H customer care at the number again. This time I was informed that the visit had been rescheduled to * PM on the same day. Once again, I called Customer Care at *:** pm when I have informed me that it was not *.**PM but *:** PM. I then called *.**PM only to be told that it was not possible to complete the request on that day and it would be attended to on the very next day i.e within **hrs of the request being logged ie to be completed by **.**.**** at *.**am.
**.**.** - the Same saga continues of multiple assurances but no engineer turns up.
**.**.**, **.**.** & **.**.**- Multiple calls to the Videocon D*H were met with false reassurances but no service engineer turns up.

**.**.**** - Thoroughly fed up, I called the Videocon D*H customer care and escalated the issue to the supervisor. To my utter shock, I was told by the supervisor that it was not possible to provide the upgrade of Set Top Box as there was no running scheme to do so and that all that could be done was provide the relocation of an existing connection. I explained to the supervisor that my existing STB was integrated with the TV which was dysfunctional and that a relocation would be of no use to me without an upgrade. The supervisor then informed me that she would raise a complaint to initiate the refund of ****/- that I had paid on **/**/** and was told that it would be credited to my PayTM account in a couple of days. Based on this conversation I purchased a new connection from another service provider.

**.**.**** - Just like all other assurances received thus far, the money did not get refunded to my PayTM wallet and I called the Videocon D*H Customer Care number yet again only to be told that they do not have a refund policy. On telling them that based on my conversation on **/**/** I had already bought a new connection from another provider, they informed me that they couldn't offer any other to refund my hard earned money.

As you may notice, I have been put to extreme hardship due to this callous attitude by Videocon D*H and with no recourse to my hard earned money, I have no other option but to take this up with the consumer forum. I would greatly appreciate if you can kindly help resolve this situation and avoid further hardship to me before I seek any legal recourse.

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