AO Smith — broken parts inside the new water heater with a seal

Address:

New Delhi, Delhi, 110007

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]