[Resolved]  Voltas — Voltas AC - delay/no response on complaint

Address:	New Delhi, Delhi, 110085
Website:	www.voltas.com

I lodged a complaint on 16th Aug stating that there is an issue with the cooling of the AC.I got a revert back email at 5:15 pm on 16th august mentioning the name of the ASM - Vijay Kumar along with his contact details stating that the complaint will be resolved in 24 hours.(SR# number [protected] ).I also got a call on which i mentioned that the engineer visit should be done before lunch at any cost and i was given an assurance for the same.On the same call i was told there is no visiting charges.Now the series of events happened like this :

1. on 17th August, after waiting till 1 pm when i finally called the ASM, he had no clue where the engineer was..After kept me on hold and a tedious cordinations he told me that Engineer will visit at 3:30pm(which isnt before lunch by an means)
2. Engineer visited and diagnosed that the issue is gas leakage and cant be rectified on the same day.Also, committed to get the AC picked in the morning (around 11)next day (18th Aug) and installing it back on the same evening.When asked about the charges he said its 2050 INR however you will have to pay 350 INR right now as visiting charges which is included in 2050, Remaining can be paid once the service is done (1700)
3. when i didnot recieve a notification till 11, i called d same guy who had visited a day before and he had no clue as to why AC hadn't been picked up.First he gave some other number, which was switched off.then, he asked me to call back meanwhile he can confirm, when i called back i got to know that the Pick up Driver is on Leave and it will be picked up the next day (19th Aug).
4.When i said this is extremely wrong as i have office to attend and had already taken an off on 17th because o[censored]r delay in visit, he committed that AC will be picked up on the same evening (18th Aug)
5. Now i have been calling the Engineer since 5:30 neither he is taking my calls nor anybody has come to visit my place to pick up the AC.
6. Finally i called Customer Care just to know the status, first the Rep said he will forward the complaint and it will be resolved soon, he also said that the visiting charges are 250INR and AC repair charges are 1800 INR.Now, when i insisted to give me the TAT, he said there is no timeline for such things and escalated the call to his Senior who again said that he is trying to contact his senior but his senior isnt responding either hence, he has arranged a call back.When asked if i would get a call back today he again said not sure, may or may not.

Now my issue is 1. Why do u give fake timeline commitments to Customer.2.Where is the Customer service when a simple thing like leaking gas cant be cured in a day and a half.3. Do you think customer is sitting idle and at home to just keep waiting for your Executives. 4. If you have given a time for the step 2 in complaint resolving process, and if at all you arent able uto fulfill the same, Arent u supposed to inform Customer about the same instead of Customer taking follow ups . 5. When Customer is trying to contact you ASMs' number is not answerable, Technician is not answering the phone, What should poor customer do?? 6. What about those 350 rs i paid to the Engineer (coz i dont have the patience to wait for Voltas, i have booked the service/gas refilling from some local technician now)

Tell me who is going to pay for this loss of money when i took an off from my work to get this AC repaired