Problem in Philips DVD system model FW-D390/12

Problem in Philips DVD system model FW-D390/12

September 6, 2005

OPN/AMC/DVD-Philips/2005 Dated: 6.9.2005 From: To O.P.Nautiyal ,GM,Head Infocom, The Chief Executive Officer D-501-ONGC Colony,Makarpura Road Philips India Ltd. Vadodara,Gujarat, 390 009 204, Money Chambers, Ph. 9426612010,0265-2641226 6, KH Road(Double Road) E-mail:Email User, Banglore 560 027 Email User Fax :080-227249/2272480 Sub: PROBLEMS IN Philips DVD system, model FW-D390/12. Sir, I purchased a DVD system Philips make from authorized Philip’s dealer Arena Audio Vision, R.C. Dutt Road, Alkapuri, Vadodara on 17th July, 2004. I selected Philips make for the reason that Philips has a vast service network throughout the country. I was told by the dealer prior to purchase that the system is covered under warranty for one year and subsequently the service contract may be entered with Philips at nominal cost. The details of the product are as under: Model: FW – D390/12 Sl.No:. 01 0407002327 Date of purchase: 17.07.2004 Philips Dealer: Audio Vision,107-108 Madhav Complex,RC Dutt Road ,Race Course,Baroda Authorised service centre: Rounak Services,72 Vishwas Colony,Alkapuri,Baroda Ph0265-2313397,2336233, The system failed about five times during warranty and every time the problem was same i.e. it failed to read CD/DVD.The total down time was about a month .The last repair was taken up just before the expiry of one year warranty and I recorded on the customer sheet "under observation"as it was the same fault which was recurring again and again..The DVD failed again and the nature of problem is exactly same. I had earlier posted a letter of even no. dated 25th July 2005 to you but it remains unresponded.. I had contacted your authorised service provider at Vadodara M/S Rounak services on 12.07.2005 itself on telephone to enter into the annual maintenance contract so that I continue to get uninterrupted support after the expiry of warranty and the unrectified warranty problem is also solved once for all but he refused for the same on the grounds that product is not covered under Philips AMC list as per policy . Instead, he quoted the repair rates on call basis which were exorbitant and unreasonable ,particularly when the problem had come during warranty. In this context I would like to know the following: 1. Is the Philips AMC policy product specific? If so, Why Philips is not sharing this information with the customer prior to the selling of the product? Instead, why is he fed false information by dealer about the unconditional availability of AMC throughout the country? 2. Secondly, I would also like to know the reason of providing AMC to specific products ? Is it because of lack of faith of Philips in its own products? 3. Why has Philips left service support in the hands of incompetent persons who fail to diagnose the problem correctly in the first attempt and experiment at users' cost and time making the system unavailable for the user for trouble free operation and effectively curtailing the warranty period. . I once again request you to respond and get my set repaired or replaced at the earliest. With regards, Yours sincerely (O.P. Nautiyal) Click this link to e-mail the message author: Email User