Akai 29L15 TV - ongoing problems

# 6 for May 22, 2002

Complaints.com received the following consumer message on May 21, 2002:

From: Email User

RE: Akai 29L15 TV - ongoing problems

Dear Mr Varkey/Sidharth. This is regarding the problems i have been facing with my T.V. (Model 29L15). Just to give you a background. I purchased this T.V. on 28th Jab 2000. The T.V. was delivered the same day. Once we installed the T.V and started watching the same the T.V suddenly got switched off in the matter of 30 mins itself. I was surprised to know that the T.V did not start again. I immediately logged a call with your Akai dealer and the same T.V was replaced next day. At that time i thought it might be a problem with the particular T.V itself. The T,V went on working fine for 1 or 2 months and then again one day the same problem happened. I again logged a call with your Guregaon service center.

The engineer came and told me that there is some problem with power unit and he needs to change the same. The same was taken care next day. The T.V. again worked fine for some time but again after few months the problem resurfaced. I again logged a call and at the same time spoke to Mr Ansari who at that time used to head the Guregaon center. He assured me that the problem will be resolved permanently. The next day the engineer came with a some different power supply stating that he need to replace the same as this is a common problem everywhere across this model of T.V..

Since they did not have the original part they came with some other part which to my surprise could not be fitted anywhere in the T.V. . I told the engineer that the same is not at all acceptable and again spoke to Mr Ansari who agreed on changing the full circuit board of the T.V. The same was rectified and i was satisfied and assumed that this problem is rectified once for all. Although i was very much annoyed that how can a new T.V. can give so many problems in such a short span of time.

Anyway the T.V started working again and i was satisfied. But again a different problem started again with the remote. Suddenly one day the remote started to stop working. First i though the pencil cell must have exhausted but even after changing the battery the remote did not work and again i went in the loop of logging a call and you engineer visiting. The same problem happened atleast 3 time and in the end the remote was also changed. Thank god the new remote is working fine since then. Recently on 12th my T.V again stopped working. I again logged a call ( call ID 210) with your Thane service center. Next day the engineer visited my place anad again told me that there is a problem with a power supply and the same needs to be changed and since its not in stock it will take few days. I told him not to do anything as i am fedup of all this and lost my confidence on this model all together.

I called up your Thane service center and spoke to Mr Ansari and told him about the problem. He told me that since all the problems were reported to Goregaon helpdek he needs to collect the data for all my earlier complaints and told me that he will revert back in 2 days. I waited for the same did not receive any call from him. I escalated the problem to Sidharth Lohari and he assured me that he will get back to me with all the details by 18th.

Till Monday that is 20th i did not receive any calls from him either. Then again i called up your Mumbai H.O and came to know that Mr SIdharth is travelling and instead i can talk to Mr Rathod and he was not present at that moment. After numerous calls i came to know that Mr Rathod has gone to your Atlanta office. I also called up you Thane office in order to talk to Mr Ansari and i came to know he was not there and nobody knew where is he.

I again tried and called up you Atlana Mumbai office and managed to speak to Mr Rathod and found out that Mr Ansari was also not there. I told him about my problem and asked for you email numbers which he gave me. I also asked for your CEO email address and the ph number so that in case my problem is not addressed i should talk to him. Which he did not gave me. At the same time he promised me that he will get back to me by yesterday evening with a solution to the problem. I have yet to hear from him. I have also gone through the internet and found out that i am not the only customer who is facing this problem. Please find the mail below of one more customer having the same problem as mine. Now i have reached a level where i cannot be patient anymore. I want the same model to be replaced with other model which works fine on immediate basis. I am just fedup with the service provided by Akai and lost confidence in the brand altogether.

If the same cannot be resolved then you please keep the T.V with you and refund my money. I am escalating this mail AS per the hierarchy and in case i don't get any mail from you i will raise the same with your boss and if need i don't mind taking to you CEO also. I hope to get a early reply for the same. I will wait for your response by tomorrow evening and the accordingly will raise the same with whoever is concerned. I hope by that time you will be able to provide me a solution to my problem.

Regards

Anuj Kumar

RE: AKAI 29L15 television set - FAILURE OF service

Date: 27 February 2002

Place: Mumbai

Sub: - Repeated Complaints Regarding My Color Television Set (29L15)

Dear Sir or Madam:

This is for your kind information that once again after a period of time my television set has started to malfunction. Just to recall the past incidents, which were stated in my letter, faxed and emailed on 2nd January 2001 to the following recipients.

1). 0081423421916 (Japan)

2). 0085223757656 (Hong Kong)

3). 0091222651762 (India)

4). Email User

5). Email User

6). Email User

CURRENT SCENARIO.

To explain in detail, my television set had a major problem on 8th January 2002, where I had logged a complaint with Akai (MUM) regarding the same. I had received a complaint number 3285 whereby an engineer came and reported a faulty power supply. He explained that the power supply had to be totally

replaced with a modified power supply. This was done in the next 2-3 working days. The delay was acceptable by me.

On 22nd January 2002, my television developed a new problem like screen shifting; a part of the display was beyond vision. I logged a complaint again on the same day (Complaint No 4141). An engineer visited for the same problem on the next following day.

That problem was resolved, and on 23rd January 2002 my television set again stopped functioning. This time I had taken up the matter with Mr. Siddharth at Head Office, He assured me for having my set replaced with a different model, for which I have faxed across my invoices etc for the needful action to be taken.

I logged a complaint once again (Complaint No 4325) on the 24th January 2002, the engineer visited the next following day and tried to solve the same without knowing the exact cause of the problem. The same set was repaired and I was satisfied about the working but not with the quality of the components. Now on 19th February 2002, I once again called up the service centre for the problem of my screen on left and right side a little beyond vision.

This problem was minor and started increasing gradually. The engineer had visited the next day and said that he required a adjusting equipment which he will bring along with tomorrow and do the needful. And for your information till date the problem has been left unattended. Neither has anyone bothered to update me on the same.

I fail to understand which component is wearing off, or what is the major problem in this set. If under the warranty period, this is the condition, then what will happen after the same period expires. Do I have to regularly keep on myself investing in the parts?

I do not know when is Mr. Siddharth arranging the same replacement. I have had enough of the inconvenience caused to me, and my family with this set. I am awaiting a positive reply from you at the earliest; failing to do so will force me to take major action against AKAI.

Yours truly,

Roopesh R Rane