I bought Matrix Eternity NE6 model for Epabx last February 2013. It it still in warranty and support. Due to some reason the device got hunged and not working properly so contacted Matrix support. They told me that device needs to send to support center for investigation. After 2 weeks, they replied saying that – ——– We are receipt of the below material for repairing purpose. 1. Eternity NE 6 IN – 1 No. (M433-614) On the diagnosis of the below system we found that card is not working due to heavily corrosion effected. Hence we need replace 3 TRK mod and 1 DKP Mod, processor, Slic IC – 8 Nos. The approx. repairing cost would be Rs.15500/-. Please confirm the same proceed further. ——– This is shocking to me and when i tried to contact them back they took another 2 weeks to respond and said we will give 15% discount on total estimate. My question – Why do I pay repairing cost if it is not my fault. It may be fault with production or something.

As such at my office, there is not any damage happened. Based on their advice we were using UPS as well to protect it from surge. Once it went to their center, everything started.

We want them to replace the unit or repair it by replacing parts underneath. I am not at all interested in paying repairing charges though it is in warranty period. Request you help in this matter.

Complainant Information
name- jkumbhani