Unfair Trade Practices - Website: https://www.videocond2h.com/

Customer ID: 211484408
Website: https://www.videocond2h.com/

Issue 1: Day 1: Jan-14, 2018

Please note that I have been experiencing issues with Videocon D2H/DTH service right from Day-1. Details of the issue is provided below:-

Please find below email of purchase that I have done via website: https://videocond2h.com/product-details.php?id=1.
Paid the amount in full from my end.

I ordered for the product after I was given assurance from Customer Care that product will be delivered, installed and activated same day.

Service engineer(Mr. Bharani-Mobile#86829 64720) called up to inform lack of 4K Ultra HD stock from their end@4.48 PM. When enquired about when will the new stock arrive, service engineer showed resistance and answered that it has to be checked with Area Manager only. When enquired again, about how as a Customer I will get an update, service engineer failed to respond.

I hang up the call, called back Customer Care and shared updates of the conversation had with the service engineer. Call center representative mentioned that a compliant has been registered against service engineer. I did ask that if any alternate solution would be proposed while complaint is being handled or sorted out internally. I was reassured that issue will be resolved by 7.41 pm on Jan 14th. No one called up and no updates received further from anyone.

I followed up again today-Jan 15th. I was told request will be acted today. Call center representative further called up to check details of what request I have placed for again and asked for my customer ID. As a customer I will expect updates provided to me from the time order is placed, however people call me up seeking details from my end. I fail to understand how can customers be asked what is the request raised for when an order has been placed already.

Inspite of this, I did explain the entire process again and call center representative said will give me a call back after checking with the local area dealer. I got call back after 10 minutes only to get same old updates as received on Jan 14 and was told that new SLA is 8 hours for resolution. No updates received further from anyone.

Followed up with Customer care again at evening and I was told that they have registered a new complaint#558168286 for delays in delivery. New SLA time of 8 working hours has been proposed for resolution.

Every time I call up customer care, they call me by name but fail to have details of why I have called up, instead keep logging new complaints with new SLA's given. As a customer, my request standed as-is. Original SLA of 48 hours also got over. This is not proper customer service.

I did email till Nodal Officer(Vinod) but still complaint was not resolved.





Issue 2: Sep 1, 2018

Please note that I have been experiencing issues with DTH service that Videocon D2H/DTH have been providing from time-to-time.
I have been paying my recharge without keeping any dues.

Channel Navigation existed before however it got revoked without any notice or prior intimation. When asked with Customer Care, they said it has been revoked for all customers.

Now to my surprise, my prescribed channels(i.e. within "English Entertainment Top-Up" and "Free Malayalam Add-On") are also getting revoked in the name of the promotional broadcasting offer without any proper communication keeping the recharge cost constant. I have already paid the charges in full without any dues from my end and still channels were revoked. No communication or intimation done to me.

This is very poor customer experience and unfair trade practice. I have contacted customer care many a times. Doesn't seem to resolve my issues.

Also there is no monthly bill stating the package details and any changes being done from time-to-time. They are making arbitrary changes in the composition of a subscription package chosen for which I have paid in advance as a subscriber, within its validity period. I browsed the net and this practice seems to be clear violation of (Rule 9A), that a DTH provider should be complying with, as per TRAI regulations.

I did email till Nodal Officer(Vinod) but still complaint is not resolved and unanswered/unresolved till now.

Kindly help to resolve this issue.

Pramod
99401 96709