We bought a Koryo
Split AC for home in January 2014 from eZone
in Marathahalli Bangalore. The AC was working fine. In February/March 2016, Koryo
sent us an SMS saying that they would like to send some service engineer for free service. We were happy with the kind of customer support they offered. We agreed, and the service representatives came and did servicing to the AC.
The AC was OK till Sep/Oct 2016. In the last week of Oct 2016, the AC stopped cooling. Since there was not service/owners' manual, we contacted the Koryo
Service Center. The service adviser politely said that we might have to refill the gas, although he said that it would be better if they sent an engineer to refill gas. He also informed that the Compressor was under warranty till 2017. The only condition was that that except the Compressor, if there is any consumable, we would have to pay for the same. We agreed, and asked him to send the service engineer.
The service engineer came and opened the covers of the AC (both internal and the external units), washed some parts of it, and confined that he would have to refill the gas. He also spoke to someone on the phone and quoted a price of 8, 000.00 Rupees for gas refill.
As far as we understand, gar refill does not cost more than 1, 500.00 Rupees. When they quoted 8, 000.00 we challenged them saying that it was too much, and that we could pay them only 1, 500.00, or maximum of 1.800.00. The service engineer said that he would have to go back to the office, and get back to me as he did not have the required tools with him.
The service people disappeared for the next 2 weeks. After 2 weeks, when we contacted the customer care, they said that one of their regional managers would speak to me. The gentleman introduced himself as Mr Naveen. I asked for his last name, but he rudely refused to share his last name. This gentleman must have been very frustrated during that time, because he forgot all the decency, and verbally assaulted on the phone (I have recordings of the calls with me). He said that we must change some of the parts of the AC. On my repeated request, he agreed to send one of his engineers to inspect the AC again (with the condition that we pay 800.00 Rupees to the engineer for his gracious visit).
The engineer came and got the AC Opened. gazed at it for some time, took out some parts from it, and then went out for about 30-45 minutes. Once he had returned, he released some gas from the AC.Inserted some part into the AC, took some pictures, and confirmed that we will have to change the compressor, and that we will have to pay for the compressor. It will cost us about 10, 000.00 to 12, 000.00 Rupees.
When we asked why should we pay for the compressor when it was already under warranty, they said that someone had changed a part in it, and as a result it is not working.
Service people are the only people who had opened the AC since it was installed. If anyone had changed anything, it had to be the Koryo
Service people, and not anyone else.
In between someone called us on the phone from eZone
customer care. Initially they said that they would get the AC repaired, but after we had the abusive call from Mr Naveen, the other people from Koryo
also started saying that we will be charged for the repair/replacement of the compressor.
We wrote a few mails to the Koryo
customer care, and to a named email id ([protected]@futuregroup.in). Everyone, though initially said that they would help us fix the AC, have refused to do it later.
We would like you to help us get the AC repaired at the earliest.
Big Bazaar / FutureBazaar / Future Retail / HomeTown customer support has been notified about the posted complaint.
I will really appreciate if that employee will be trained on how to respect customer and if manager is resolving customer issues.