| Address: | malad east |
| Website: | www.fujitsu-general.com/g-in/contact/index.html |
Dear Sir/Madam,
This is to bring in your notice, that I am Gunzain Gujarati. I am writing this complaint / Letter to bring in your notice, that I purchased a 1.5 ton O-General Air conditioner from Kohinoor Electronics, Kandivali West on 27 March, 2022. Here are all the basic details of the product and its purchase:
Date of purchase: 27th March 2020,
Model Number: ASGG18CPTB-B
Name of the Product: O general 1.5 Ac
I want to bring to your notice that I am facing problems in the product from 1st day of installation. The product has manufacturing defects. The Air Conditioner was installed on 2nd April, 2022, since then till today many people came to check the product every now & then, 4-5 people comes together at my place but didn’t get any solution till today.
1. Mr. Ram Sagar came on 2nd April, 2022, from O-General for installation, he didn’t even give the demo of the Air Condition, and he told that he didn't have time to give demo, & have some other installation work. On the day (2nd April) I ran the AC for 4 hrs, but even after keeping it on for so many hours, it's not giving cooling. Regarding this issue, I informed Mr. Bipin (Kohinoor Electronics Branch Manager) & O-General Service Centre.
2. Regarding the complaint that I raised on 2nd April, 2022, Mr. Ram Sagar visited for rechecking the issues related to the AC of 5th April, 2022. Complaint no: MUM[protected]. Furthermore, he told that everything is fine with the AC, so he left.
3. But the problem was not resolved on 5th April also, after re-checking by Mr. Ram Sagar from O-General. Again, I reached out to Bipin (Kohinoor) & O-General’s Service Centre team, & O-General Regional Head Mr. Nadeem Akhtar. I had a word with Mr. Nadeem Akhtar regarding the issue, on which Nadeem Akhtar said that ’’He is arranging the senior technician for re-checking of your product’’. On 14th April, 2022 Senior technician Mr. Sagar visited my place at 3:30 pm, for re-checking the product, he ran the AC for 3 hrs & even checked the outdoor unit for Gas-checking & other things. After spending 3 hrs, the problem was still not resolved.
4. After all these instances, I informed Mr. Nadeem Akhtar & Bipin that my problem is still not resolved. On which Mr. Nadeem & Mr. Sohail said that ‘’Again we are arranging a re-check of the product by Mr. Naushad – O’General Service Centre Head. Mr. Naushad visited my place along with another 4 people on 16th April, 2022 at 4:00 pm. After checking everything Mr. Naushad said – there is Air-blockage in the outdoor unit. That needs to be removed & to be vacuumed & refill the gas in the unit. He vacuumed & refilled the gas. After all these things, he ran the AC for 45-50 minutes, on 18° high speed & he checked the room-temperature on temperature monitor, even after running the AC for 1 hr that room was not cooled. It was showing 25.6 room temperature in the Temperature Monitor device.
Mr. Naushad shared all these reports to Kohinoor Electronics team. Next day I had a word with Mr. Nadeem & Mr. Bipin & informed them that the issue is still not resolved. Mr. Nadeem & Mr. Naresh (from Kohinoor Electronics) said - the report shared by Mr. Naushad is correct & your AC is working well. Next day I visited Kohinoor, Kandivali store, & met Mr. Bipin & Naresh at 10:00 am. I discussed with them regarding the same issues. At that time, Mr. Naresh reverified with O-General team. After verification with O-General team, Mr. Naresh told me infront of Mr. Bipin that if you want replacement or if you want to change the brand, we will do it. For that you need to give us 2-3 days' time, and one more time, O-General team will come for a last visit for replacement. On 19th April I called Mr. Naresh for updates on the issue, at that time Mr. Naresh mentioned that on 20th April, 2022 O-General team will visit your place for rechecking purpose. But no one visited from O-general on 20th April. On the same day (20th April, 2022) I called Nadeem & Sohail: on which they mentioned that they didn’t get any updates from Kohinoor for any kind of visit. All these incidents shows that Mr. Naresh is lying & playing with customer’s emotions. Later on, I had a conference call with Bipin, Nadeem & Sohail – During the call they told to set-up a re-visit on 25th April along with Kohinoor team member & O-General Senior technical team & my local AC technician. Mr. Bipin agreed with all the discussions & he committed – Mr. Naresh will visit along with O-General team for re-checking.
Hence pertaining to this I called Mr. Naresh & Bipin for update & to know the timing for their visit on 25th April. During the call Mr. Naresh said that – He will not come. On that I asked him the reason, but he didn’t give me any proper reason & he said that he will follow the O-General reports only & we don’t trust customers, we don’t care about customers & we don’t care about customers opinions. All these things shows that Mr. Naresh doesn’t care about the customers. He is in favour of O-General. So as a customer, if we are getting such kind of bad services, and mental harassment & offensive behavior by Kohinoor Staff (Mr. Naresh) its really unexpected, condemnable & intolerable for the customers. Mr. Naresh insulted me & the language that he used was really unprofessional, it looked like Kohinoor didn’t care about their old & valuable customers. For the last 11 years I have been purchasing products from Kohinoor only.
On 24th April, 2022 I visited Kohinoor Electronics, Kandivali – to meet Mr. Naresh & Bipin for Naresh’s misbehavior and disrespecting me. As soon as I visited the Kohinoor store, Naresh ran away. Later on, I had a word with Mr. Bipin & he asked one of his technical team's person Sandeep, to visit my place to check the product. In addition to that I personally took him on my bike at my place. After checking the AC, Sandeep said that there is certainly some issue with the AC, the room is not getting chilled. There is some manufacturing defect. Later on, after all these I even dropped him at Kohinoor on my bike, & Sandeep informed to Mr. Bipin about the issue. After communicating with Sandeep, Mr. Bipin said that he will have a word with O-General team & will update me on the same. Furthermore Mr. Bipin mentioned that on 25th April, 2022, he will visit my place to check the product.
From 2th April, 2022 till date, 6 times O-General Team and Kohinoor Electronics people visited my place for checking the AC. So, during the 1st visit Mr. Ramsagar & during the 2nd visit Mr. Sagar (O-General’s technicians), they stated that there is no issue with the product & everything is fine. However, on the 3rd visit Mr. Naushad inspected the issue of Air Condition - he told that there is Air blockage in the outdoor unit. This clearly means that the earlier two technicians i.e Ramsagar & Sagar who visited and checked the AC lied to me/customer saying that everything is fine with the AC, which was not true.
All this shows O-General and Kohinoor Electronics, do not care about their customers and sell faulty & defective products which is certainly a criminal activity. Furthermore, if I don’t get the refund of the product within the next 3 days I will file FIR against O-General & Kohinoor Electronics for doing such kind of activities with the customers. Since last 20 days, everyday we are suffering, facing mental harassment & the defamation done by Mr. Naresh of Kohinoor Electronics (intentionally) is really unacceptable.
If within 3-4 working days, I don’t get any kind of support or co-operation from Kohinoor & O-General management, I will file a criminal case against Kohinoor Electronics & O-General for doing fraud with customers intentionally. At last, I am writing this considering the whole incident done by you, if I don’t get any appropriate support from you I’ll make sure that you all will suffer more than me legally.
I am providing my contact details below for any other details. Looking forward to hearing from you at the earliest.
Thank you in advance.
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