AO Smith Complaints & Reviews

I had bought a ao smith water purifier (X8) with 4 year amc from reliance digital at chennai - 600073 on 22/10/2018. I had paid around 32k in total.in the past six months i have had many issues and have raised many service requests. I have been facing one or other issue with this purifier, like taking more time to fill the tank, water leaking in outlet pipe even after switching it off, etc. Water being a necessity, i do not feel confident to trust ao smith purifier with it. Ao smith does not have a proper escalation mechanism, and when i sent a mail to their support there was nothing more than reply that they are looking into this issue even after a week.

List of few of my sr
11240692
11102906
10892069
10816319
10816176
10827776

This is causing unnecessary stress and i have come to doubt the competency of ao smith as a water purifier company. Will ao smith fix my wtaer purifier? Else i would want refund of my money.

Thanks,
Praveen kumar

Hi opened the following service request on feb[protected] with ao simith support and also taken a extended warranty - its been almost a month and there no service engineer visited my place - when i call the customer care every time they say the call is been escalated and i will get an engineer by end of the day - which nave happened - and today when i called you customer care - mar 13th 2019 - agen named shivam picked the call and was telling this issue was never been escalated and he want me to explain all the issue again - and when i git angry this fellow started telling the script like its a professional call and he will disconnect the call - so you guys don't maintain case notes and want customer to explain the entire issue every time he calls in - i have paid 23k and 5.4 k total allmost 30k for a useless product which sitting ideal in place for last 30 days - i need a compensation for the warranty is last one month and for stress provided by you customer care and service staff.

Ravi dudala @ [protected]

Hello sir/madam,

I have purchased aosmith water heater and water purifier through your dealer/retailer
M/s raj hardwares, chromepet, chennai-600044. On 9 feb 2019,

Sales person canvasing me by saying many features and details, installation guy did his as usual job. But nothing happened in your product.

It pushed me on worst condition.

1. Heater : hse-sas : after 1 hour water getting normal, no heat maintaining
2. Purifier : a. O. Smith x4 : still am using my tap water, there is no difference in purify and taste. Am worried that its a purifier or water storage tank. It seems local can water is better than this ao smith x4

For your reference:
Free installation request has been registered with with ref. Number 11103282
Free installation request has been registered with with ref. Number 11103307

I request you to take immediate action on this case.

Dear team,

This is regarding the "dissatisfaction of a. O smith water heater" availed from your company.

I bought "a. O smith" water heater of your company on 2 nd december' 2018 from amazon india.com. It got fitted in my bathroom on 15 jan since my electrician was not available in between that time.

Now, it is painful to inform you that the same water heater is not working properly and hot water is not availed for more than 100 ml, which is quite dissatisfied results.
I have already registered two complaints in your customer care and mr. Imran (A technician) visited my house on 21 jan but returned with "no results". Later, i again registered complaints on 24 jan and same guy ie mr. Imran visited my house and returned by replying that he will get back to us with his boss mr. Smit soni.

I would like to inform you that i had a concoll with mr. Soni on 31 jan but till now neither he visited my house nor i got any call from him. It has taken 12 days that i got to hear from him about visiting my house.

I must say that this is my third water heater availed from your company. And i am most dissatisfied with your services at this time.

I am now expecting you to close matter as soon as possible else i would consider that you don't bother about your brand name.

Now, this is my 3rd complaint.

Hope this time you understand!!!

Regards,
Kandarp modi

Dear sir/madam,

I purchased 3 ltr 4.5 kw instant water gyser on 20.09.2018 from
Amazon, india copy of invoice attached. This product has been repaired
3 times from the date of purchase i am completely fed up with the
Product quality.in this 3 month span approx one month your product
Was lying dead. This time mr. Nitesh - engineer of ao smith visited
The site on 13.01.2019 and trying to install the element of 3 kw in my
Gyser when i caught him he told me that he will come tomorrow with 4.5
Kw element and left the gyser in open condition. Next day i receive a
Call from ao smith customer support that we can't make available
Element of 4.5 kw you have to accept the element of 3 kw. Why this
Compulsion put on me by ao smith when i have paid for 4.5 kw why i
Have to adjust myself? I gave him option that instead of installing 3
Kw element better you replace my product with 3 kw new gyser as i have
Already suffered a lot due to product quality there might be some
Defect in the product that why it's creating problem as and when but
The ao smith person denied that he can't help me in this matter.

Sir, i request you to help me in this issue and get my product replace
With new one as the product quality which i have purchased is not
Good.

Regards,
Chetan sharma
Mobile no. [protected]

We are purchase a ao smith ro dated -18.07.2018. But some issue in ro from last one week (Sc light start). Your engineer come to my place & he says pay 1400/- for 3 filter change required. Why not consider in warranty.

Please below bill detail & attachment - 6 months warranty on consumables/filters.

Ao smith x4 9 l ro water
Purifier
Warranty: 1 year comprehensive warranty & 1
Year ro membrane warranty based on the input
Water tds is < 2000 ppm and hardness is < 400
Ppm & 6 months warranty on consumables
/filters.

Hello
I had requested for free installation of geyzers on saturday (Today) at mahindra lifestyles, bannerghatta road, bangalore.

Technician ganghadar was allotted for the service. I called him at 8 am and he confirmed that he will be attend at 12 pm. At 12 pm he says it will be late and will come at 1 pm. Again at 1 pm he says he can make it only at 2 pm

How long do we wait. Is this the service given by you. What the hell of a service is this.
Action needs to be taken immediately. Such a bad service, not acceptable at all.

I placed an online ordered for ao smith water heater at the ao smith website. Where there is provision to make online purchase by card payment. The purchase transaction was made on 09/12/2018 10:05:14. I got a web receipt from the payment gateway ccavenue with ao smith logo etc with purchase transaction details order id:90004, online payment cc avenue ref:[protected],

I after a few days i called up the ao smith customer care toll free no:[protected]. Provided the info of my purchase. I got an answer that the water heater will be delivered within this week. After a week when no information about the despatch courier /logistics like docket / lr no: was given. I enquired about status. I was given a prompt reply that it will be delivered within 2 day to your door step by our nearest ao smith dealers.
After another week i sent an email to: aosmithcs i got a standard probably an auto reply email setting response.

Dear customer,

Greetings from ao smith india!

We regret for the inconvenience caused.


We have already forwarded your query to our concern team and they will get back to you soon.


Thanks & regards,
Ao smith india water products pvt. Ltd.
Reach to our services:

Calls us on [protected] (Toll free number) or [protected] (Toll number) (Monday to friday: 9 am to 8 pm, saturday & sunday: 9 am to 6pm)
Whatsapp us on +91 [protected]
E-mail us at [protected]@aosmithindia.com
Register warranty at http://www.aosmithindia.com/register_product_warranty.aspx
For grievance, please write to us at [protected]@aosmithindia.com

—
I wanted this water heater as my friends father 80+ was staying for a month and he needed hot water for all through the day due to severe cold wave in karnataka this year. The aged sr. Citizen guest became sick and we are shifting him back to his native into a hospital. My friend feels let down and complete network of friends think that i could not get a water heater for his daily ablutions and got his father sick.
—
I never thought with present online shopping and logistics and communication the guys at ao smith did not even call and provide me any status i have been now every alternate days spending time to make then to respond properly with information about the despatch/delivery of the water heater. Its been a month. All i get is a standard email reply for my emails and whatsapp messages..

I have paid the total amount in online transaction foe the water heater. I now have to approach consumer court and claim compensation for incidental and consequential damages from the inordinate delay in delivery of the ao smith product even after amount has been paid misleading the customer with false promise on deliver. Unfair business practice of enticing though advts. And in website online shopping prominence cheating to gain sales orders by getting full payment in advance and delay the money in their account from all over india online purchasing accumulate and such funds is interest free funds for company which can be miss used as from many delivery delay complaints. This confirms that they cannot honour on quick and prompt delivery machination and inability to manufacture to meet demands. It is the beginning of the end as i see lots of complaints from ao smith on internet ir is indicative of complete negligence in management and lethargy in the process. Reflects and gives a clear indication no quality process audits. This attitude using customer care etc a callus will leading to total shambled brand has become the so called reputed ao smith in india... The customer care support is pathetic, they don't even inform us the status when an online ecommerce practice is always provide feedback about the status of purchase till the customer gets installed and functional as web purchase are not like physical purchase carry home. The management does not know or is a total miss managed. The customer care call centre have no clue not the email recipient to customer complaints all function as islands with no clue and sing like parrots with the same pre set response with out fact checking on inventories to deliveries etc.
I am help less and fed up with ao smith support.
Order id:90004

Pradeep kollur.

I have ordered the ao smith geyser on 18th december and today is 2nd jan and till today the order is not yet delivered. I have paid the total amount in online transaction.
The customer care support is pathetic, they don't even inform us the status and always places the call in hold. Called many times and sent many mails but no response till now.

I am help less and fed up with ao smith support.
Order# 90368

Geyser bought on 23rd december. Defective declared - 26th dec.
Till now no replacement. They say it will take 10-12 mare days

I would like to share a personal story of harassment and pain caused by ao smith sales department. A defective water heater (Reported by the company technician) bought from a dealer in gurgaon eleven days back needs another ten days to be replaced.
The answer is that 35 litre geyser is not available right now.
Has anyone heard of customer service that needs three weeks to replace a self assessed defective product.
Ao smith needs a serious internal audit or they should shut down operations here.
Case no 10878585

I had registered my complaint on 27th december 2018 with complaint number 10876 285 accordingly the technician mr ranjeet ojha visited at my home and start his work in very unprofessional manner and he was unable to resolve the problem but he made dirty the adjacent wall with his dirty hands during the work as well as he himself closed the complaint without resolve it. I had put remarks on the feedback form but there is no weightage of customers feedback for a o smith.

Logged a complaint on 5th till now no one attended worst after sales service i am lucky that i have purchase instant geyser wasted 3500/- i didn't purchase water purifier otherwise i would have wasted 20k which i was planning to buy. I have forwarded the message to all my friends and family not to purchase any product of ao smith in future i am getting only assurance everyday that today technician will visit but no one turned up till now. Buying ao smith product waste of your money and time.

I had registered a request no: 10784158 on 07/12/18.
No engineer had contacted me since than.
I had numerous times escalated the matter to the customer care. Finally an engineer was allocated. But when contacted to the engineer, he said that he has lot of pending requests to attend & cannot attend my request before 4-5 days.
This is absolutely ridiculous.

A. O. Smith makes promises with services is very pathetic.
Pl check & take action.

Lodged a service request #10742094 on 28/11/2018 but the complaint has not been attended even after 72 hours. Have sent numerous emails to customer support and even made calls but every time i was provided assurance that i'd be receiving a call within the next hour. 72 hours have passed and counting and still no call whatsoever.

Terribly disappointed with the after sales support of ao smith india. They make tall claims of 1 hour callback guarantee on their badge but in reality they don't care about their customers.

Never should have gone with ao smith. My trust on ao smith has been completely ruined.

I ordered water geyser on 4th of november and today is 17th still i dont have any information where is my geyser when it going to be delivered and i paid already complete price via online transaction.

While calling to their customer support they just put u on hold and forget. When i asked them for to tranfer this call to manager then they again put you on hold and forget.
When i asked manager's email id then they refused to give..
Also did mail to ao smith at mentioned email id but from past 3 days no response.

I am totally unaware now who to ask where is my product.

We bought Z8 AO Smith water purifier from Vasanth & Co, Chennai on 18th Oct 2018. We were told that we would be offered a technician to service it free of cost and the two filters would be replaced at free of cost. So far none came until we called service center in July month for SCPA blinking issue and water was over filled and flushing out of the machine without stopping. A technician came. He did not replace anything. He told that it has loose connection issue and it was fixed. The issue continued after one or two days.

The issue still persist.

Now the water tastes very bad. Feeling as if we are drinking ground water directly. When we tried to reach out to customer care, they are telling it will be charged. We are worried about the quality of the product and dissatisfied with the service.

We are caught cold when we drink water directly from the purifier. Hence we are boiling the water and drinking. This is not the purpose of buying a water purifier that too such costliest brand like yours.

We don't ask anything for free. We are asking only what they have assured when we bought and what you have missed/cheated when your service person came for service within warranty period.

We feel cheated on service and responses. They have missed to take care of valuable customer. Are all TV advertisements looking beautifully pictured to cheat the customer to buy a costliest product?

We never expected this kind of service from world class brand AOSmith.

We had purchased a new Water heater which has a QA check seal . To our surprise the water heater has a broken part inside the tank for which you can hear the sound. In spite of repeated complaints no action has been taken by AO SMITH .
To my surprise your water heater has a QA check seal and how this water heater passed the Quality check with a loose part inside it. We are now doubting on the quality and checks AO Smith is offering. This is a clear example of how the company is cheating customer in the name of quality and putting false QA approved stickers .

We had complaint on 27 Sep first time and today is 8 November and till date no action has been taken.

Refer Trail mail below.

From: Gagan Gupta
Sent: Monday, October 29, 2018 7:27 PM
To: [protected]@aosmithindia.com
Cc: sp.[protected]@live.com
Subject: Fw: New Faulty Water Heater

Dear AO Smith Team,

Reference trail emails, I am surprised to see the casual behavior of your company towards the customer . It has exactly been a month when my father registered the complaint regarding the New Faulty heater and till date no action has been taken . Is the company not willing to replace their product or they do not care once the sales are done that too of a product which has a QA sticker with lose parts inside.

To my surprise your water heater has a QA check seal and how this water heater passed the Quality check with a loose part inside it. We are now doubting on the quality and checks AO Smith is offering. This is a clear example of how the company is cheating customer in the name of quality and putting false QA approved stickers .

I stay in Hong Kong and I have just got the email from my dad mentioning the behavior of your company. He has been following up on the replacement of the heater but no solution to it . You are harassing my parents who are Senior Citizen for no fault of theirs .

Please let us know by tomorrow your course of action before I take this legally of the mental harassment to my parents and highlighting it through social media . I will be coming to India on 3rd November for Diwali and look forward to seeing a new water heater being replaced before my arrival.

Should you wish to get in touch with me please feel free to call me on my Hong Kong number[protected] . We have a time difference of two and half hours between India & Hong Kong but feel free to contact me should you wish to. Alternatively please feel free to contact my dad on his hand phone number +91 [protected].

I look forward for an URGENT solution with complimentary installation of the new water heater .

Thanks

Gagan Gupta

[protected]

From: AOSMITHCS
Sent: Thursday, October 25, 2018 6:52:28 PM
To: shiv prasad gupta
Subject: RE: New Faulty Water Heater

Dear Customer,

Greetings from AO Smith India!

We regret for the inconvenience caused.

We have already forwarded your query to our concern team and they will get back to you soon.

Thanks & Regards,

AO Smith India Water Products Pvt. Ltd.

Reach to our services:

Calls us on [protected] (Toll free number) or [protected] (Toll number) (Monday to Friday: 9 AM to 8 PM, Saturday & Sunday: 9 AM to 6PM)

Whatsapp us on +91 [protected]

E-mail us at [protected]@aosmithindia.com

Register Warranty at http://www.aosmithindia.com/register_product_warranty.aspx

For grievance, please write to us at [protected]@aosmithindia.com

From: shiv prasad gupta [mailto:sp.[protected]@live.com]
Sent: Thursday, October 25, 2018 1:28 PM
To: AOSMITHCS
Subject: Re: New Faulty Water Heater

Ref.my email sent to you on September 30, 2018, it is informed that no action has been taken at your end to sort out the issue of your faulty water heater sold to me although a period of one month has passed since then .It appears that you are not interested in settling the matter since you have not even cared to reply my email.Better stop calling yourself Worlds No 1 since you are selling defective product in the market without any quality checks and at the same time putting a wrong sticker on your product.You are totally misleading the customer and and at the same time giving false statements without verifying whether the defective product has been replaced or not.

I hope you will take an immediate action in the matter and inform me accordingly.

Thanks

S P GUPTA

[protected]

From: shiv prasad gupta
Sent: Sunday, September 30, 2018 5:42 PM
To: AOSMITHCS
Cc: gagan.[protected]@live.com
Subject: RE: New Faulty Water Heater

Dear Sir / Madam,

Many thanks for your email . I just received an SMS on my registered mobile number mentioning – “ Hello SP Gupta! Your Service request number 10456357 is cancelled due to Product replaced by Dealer. For any assistance please call at [protected]: AO Smith Service”.

Please be informed that there is no replacement done till date and again we are surprised on the FALSE SMS sent to me . Is this the AO Smith service and customer satisfaction guarantee ?? This seems to be same as the false QA seal on your water heaters.

Your last email dated 28 Sep 2018, mentioned your regional team will revert soon but there is no call from them as well. Please arrange your Senior Staff member to get in touch and provide with replacement and complimentary installation of the water heater on urgent basis.

We would also wish to have a justification as to how true your QA seals are ?

Thanks

SP Gupta

From: AOSMITHCS [mailto:[protected]@aosmithindia.com]
Sent: 28 September 2018 17:25
To: shiv prasad gupta
Subject: RE: New Faulty Water Heater

Dear Customer,

Greetings from AO Smith India!

We regret for the inconvenience caused.

We are currently looking into it. Our regional team will revert to you soon.

Thanks & Regards,

AO Smith India Water Products Pvt. Ltd.

Reach to our services:

Calls us on [protected] (Toll free number) or [protected] (Toll number) (Monday to Friday: 9 AM to 8 PM, Saturday & Sunday: 9 AM to 6PM)

Whatsapp us on +91 [protected]

E-mail us at [protected]@aosmithindia.com

Register Warranty at http://www.aosmithindia.com/register_product_warranty.aspx

For grievance, please write to us at [protected]@aosmithindia.com

From: shiv prasad gupta [mailto:sp.[protected]@live.com]
Sent: Friday, September 28, 2018 2:25 PM
To: AOSMITHCS
Cc: gagan.[protected]@live.com
Subject: Re: New Faulty Water Heater

Dear Sir/ Madam,

Further to my email below, your engineer visited today to check the water heater. He opened the entire heater and found that the ANA ROD was lying loose inside the tank due to which there was the sound .

To my surprise your water heater has a QA check seal and how this water heater passed the Quality check with a loose part inside it. We are now doubting on the quality and checks AO Smith is offering. This is a clear example of how the company is cheating customer in the name of quality and putting false QA approved stickers .

The engineer has given his report and have advised that there will be a Senior Visit from AO Smith with NO date & time commitment. We will wait for your revert with a solution and compensation .

Thanks

SP Gupta

Contact : [protected]

From: shiv prasad gupta
Sent: Thursday, September 27, 2018 10:10 PM
To: [protected]@aosmithindia.com
Cc: gagan.[protected]@live.com
Subject: New Faulty Water Heater

Dear Sir/ Madam,

We had purchased 4 Water heaters ( 2 numbers of 25 Litre& 2 numbers of 3 Litre ) on 25 Sep 2018 from m/s Aggarwal electronics, 95, Shiva Market, Pritam Pura, Delhi 110034.

Model – AO Smith SDS 25 Ltr & AO Smith 3 Ltr

3 of the water heaters are perfect but one of the 3 ltr water heater is faulty. While taking out the heater from the box our engineer pointed out sounds of lose parts inside the water heater due to which we did not install same and repacked it in same box. As the company had offered free installation of 25 Lt water heater, your engineer Mr Sachin Rastogi was present onsite when we opened the 3lt water heater for installation by our own engineer . Our engineer pointed out the sound coming from inside the heater and we did show the equipment to Mr Sachin who advised us to contact the dealer we had purchased the heaters from. We did contact the dealer who helped us to register complaint vide complaint number – 10456357 on 26 Sep. The complaint was assigned to Mr Sachin again on 27 Sep for which we had received SMS at 9:02 am. Later the complaint was assigned to Mr Aarif Khan at 11:09 am.

Unfortunately neither of the two engineers have contacted us where as the sms received mentions that the engineer will respond within 2.67 working hours. As the water heater is brand new please get the unit replaced with a new unit so that we can get it installed.

We look forward for your reply on URGENT basis and replacement of the water heater .

Thanks,

SP Gupta

Contact : [protected]

Kindly check my pending repair work of my x8 water filter.
Diaphragm pump inlet line broken during repair work.
Till now not replaced pump due to want of ao smith diaphragm pump.
Both chennai and bangalore service head differ in supplying of pumps. M models.
In chennai they are supplying taiwan make pump but in bangalore they confirmed only ao smith pump. I wasting for ao smith pump from bangalore not yet received. But chennai service is providing only taiwan pump with no o smith logo.
Kindly complete it early more than 20 days work pending supply ao smith pump to chennai people.
Regards velayudham
[protected]

Ao smith water purifier which i bought in 2016 is expensive and high maintenance no service response, nearly called 100 times to cc won't connect call or get irrelevant response, strongly suggests not to buy maintenance also high and annual maintenance will get new other brands water purifiers. Best example not to treat high priced are high quality.in booklet they mentioned 1 hour response one day service no response from 2 days

My daughter has purchased a water heater of your products. I am residing near ford compny chennai
While contacting the customer care people for installation 2 persons teases me. I am a retired mt engineer.
For installation they have asked 400 rs.
For connecting power to plug point and input and out put connection they the service engineer will bill. Ridiculously they does not know water heater installation
The y have cut the line while speaking
Spoken to amaxo2 they ask to return the heater stating the reason
Good approch of the customers care they have to be awarded with huge rewards.
They asked me to listen to them when asked questions they have cut the line she speaking