Violations of the extended service conditions, deficiency of services - Reliance Retail Limited

Sir,
Respectfully submit that, on 31.01.2020 he purchased a Reconect Refrigerator 562 litres capacity for Invoice value of Rs. 45,989.99 (Rupees Forty five thousand nine hundred and nine rupees only) vide Article Code: 491473017, Article Description Reconnect Ref SBS 562L RHSBSP56201 INXGR, vide Sl.No.491473017DHAG00191 from Reliance Retail Limited, Visakapatnam and the same was delivered to my client on 31.01.2020 vide delivery notice: 7015642426.
2. Respectfully submit that, on 30.10.2022 has got 2 yrs extended warranty (RCP) for the product vide Article Code No.600551831 for an amount of Rs.6399/- (Rupees Six thousand three hundred and ninety nine rupees only) acknowledged by the Relienceresq, the authorised service of Reliance Retail Limited vide receipt no.0033/001632.
3. Respectfully submit that, as problems were arising in the cooling effect/malfunctioning in the refrigerator, a compliant was lodged on 18.10.2022 for rectification/repair to the Relienceresq, the authorised service of Reliance Retail Limited. The Relienceresq personnel examined the issues and stated that there was motherboard issues and replaced the 31.10.2023. However, the fridge stopped all of a sudden on 03.11.2022 and the issue has been reported immediately to the Relienceresq. On 07.11.2022, the Relienceresq has assured to resolve the problems but none of the service personnel of the Relienceresq team has visited for attending the problem.
4. Respectfully submit that considering the situation that none of the service personnel of the Relienceresq team has visited for attending the problem, the issue has been escalated to customer service Head, who assured to address the problem on 13.11.2022. However, no representative has turned up or addressed the issue and therefore, a request was sent by my client on 15.11.2022. Again, the Relienceresq team assured to solve the problem vide email dated 15.11.2022. However, no representative has turned up or addressed the issue.
5. Respectfully submit that since the problem has not been addressed or resolved by Relienceresq team, my client vide mail dated 20.01.2023 requested again for addressing the problem. However, no representative has turned up or addressed the issue. However, the CEO, Desk replied and assured to solve the problem within 8 working days by 28.01.2023 allotting Compliant No.700876034. Accordingly, a representative visited on 24.01.2023 could not rectify the same and assured to come back with Senior Service Engineer, however, had not turned back and not addressed the problem.
6. Respectfully submit that as the problem has not been addressed or the Senior Service Engineer did not turn up, the factual position has been apprised vide email 30.01.2023 and requested for addressing the problem. Again, the CEO, Relience Retail Limited has assured to sole the issue within 2days, however, no representative has turned up or addressed the issue. Therefore, my client, again vide email reminder request dated 07.04.2023 requested for solving the problem.
7. Respectfully submit that as per the terms and conditions of the extended warranty, you were required to address the warranty issues of the product, however, you have failed to adhere to the terms of the extended warranty and render service to the product and that:
a. caused deficiency of service, Severe hardships and mental agony.
b. rendered the product useless and thereby did not service the purpose for which it is purchased
c. caused irreparable loss of time and inconvenience to my family members.
8. From the above undisputed facts, (emails referred above, documents enclosed) it is established that there has been serious violations of the extended service conditions, deficiency of services, by the Relienceresq. Considering the said factual situation and lapses, a legal notice by our advocate was given on 16.08.2023 to all the respondents and the same was received by all the respondents except the respondent No1, who refused to received it wherein the postal department endorsed “refused to receive, hence, returned”.
9. Respectfully submit that even till date, neither the representative has turned up or addressed the issue or solved the problem from 18.10.2022 till date even after lapse of 377 days, hence, the authority may be pleased to render justice by granting compensation for Rs.5,00,000/- for the lapses on the part of the respondents.

May be pleased to consider and render justice

Y. Benarjee, (9490168424) - sharatbenarjee@gmail.com

RESPONDENTS

Principal Place of Business;
Reliance Retail Limited,
C-51 Plot No. 9, IDA Park,
APIIC , Road No. 8,
Vakalpudi ,
Thammavaram village,
KAKINADA – 533005.

Corporate office:
Reliance Retail Limited,
3rd floor Court House,
Lokmanya Tilak Marg,
Dhobi Taloa,
Mumbai – 400002.g

Product Sales outlet:
Reliance Retail Limited,
Reliance Digital,
D No. 50-56-1 R.S.No. 38/2
Resapuvanipalem village,
Visakhapatnam (A.P) – 530016.