Complaint Details

Status	:	Closed
Complaint No	:	0143454/2021
Category	:	Service Provider
Date	:	09-10-2021
Subject Line	:	Reverse Current from the Hathway Set-top Box destroyed the TV for the 2nd time
Complainant	:	Joseph Mendonca
Address	:	Ashley House, Ashoka Road, Off Hutchins Main Road, St. Thomas Town
Complainee	:	Hathway Cable and Datacom Limited
Address	:	Rahejas, 4th Floor, Corner of Main Avenue and V. P. Road, Santacruz (W), Mumbai-400054

Complaint Details
The damage to the TV happened from reverse current being passed on from the Hathway Set-top box, as a result of lightning during the rains on the 3rd of October 2021, in Bangalore. I have been using Hathway for close to 20 years now and this is the 2nd time this has happened.

We were informed by the TV technician that lightning struck one of the Hathway cables on the road which was poorly connected, causing a reverse current to pass through the line, burning the set-top box and in turn, passing on to the TV, burning that too. The Hatwhay techinican too, confirmed that this was caused by reverse current entering the setop box and it being passed on to the TV. The previous occurrence was around 5 years ago, wherein we had to discard the TV and purchase a new one altogether. As per the TV techincian, there were 6 other houses that faced a similar problem on that day in our locality.

The Hawthway customer care refuses to accept this is their fault and is not helpful in any manner. They not only expect us to purchase a new TV, but have the audacity to charge us for a new settop box.

Hathway needs to take responsibility for this and get the TV either repaired or replaced. Else they will lose a valuable customer of 20 years.

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