I am writing to formally raise a complaint regarding my recent purchase of a Panasonic AC (Order ID:[protected], placed on 16 April 2026.
The order was initially scheduled for delivery on 18 April 2026 but was incorrectly marked as “rejected” by the delivery team without any prior contact or delivery attempt. Upon contacting customer support, I was informed that the product was being returned to the seller due to a shipping issue or damage, and I was advised to place a new order.
However, to my surprise, I later received a call from the delivery team stating that the same product was out for delivery, and it was subsequently delivered on 20 April 2026. I accepted the delivery and scheduled installation for 22 April 2026.
During installation, the technician identified that the outdoor unit was missing essential components, specifically the copper pipe and installation kit. This issue was immediately reported to Amazon customer support. Your representative spoke directly with the installation technician at that time, who confirmed the missing components.
I was then informed that a refund for the missing parts could be processed upon submission of a job sheet clearly mentioning the missing items. I obtained the job sheet within minutes and contacted customer support again. However, instead of facilitating the upload, an incident was created, and I was asked to wait 3–4 days for resolution.
When I followed up on 26 April 2026, I was informed that, after investigation, the order was deemed “complete” and that no further action could be taken. This directly contradicts the earlier confirmation provided by your own support team during the installation process.
This situation reflects a serious lapse in service, including:
- Incorrect delivery status updates
- Delivery of incomplete product
- Lack of proper resolution despite verification
- Denial of prior confirmed communication
I request immediate resolution in the form of either:
1. A refund for the missing components, or
2. Replacement of the incomplete unit, or
3. Return and full refund of the product.
If this issue is not resolved promptly, I will be compelled to escalate the matter through appropriate consumer grievance channels.
I expect a prompt and satisfactory resolution. I have uploaded the Job sheet provided by the installation team which states the missing item.
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