| Address: | Mumbai City, Maharashtra, 410210 |
Hello,
So i purchased a 2 ton inverter ac last year and got a reminder call to service the ac as it is under warranty. I booked a ticket for free service on[protected] bluestar's toll free customer service number. I also inquired about shifting the ac into another room (Same house), the customer service rep quoted rs. 700 to rs. 900 (Incorrect information). When i got a call from the local dealer/ service centre in kharghar, navi mumbai, they quoted me rs.750 to uninstall the ac and rs. 1200 to install the ac in another room or location. I agreed after a lot of hassle and convincing as i was given incorrect information before via the customer care guys.
Now the actual trouble starts. On tuesday 13th march 2018, two guys came at my place (Ehteshaim & another guy with him, these are local freelancers and not bluestar employees) i briefed them that my primary requirement is to service the ac and then to shift it into another room. They first got the ac uninstalled, then they cut the copper tube, when i questioned them proactively then the guy told me that the tube's opening is damaged while uninstalling and anyways as i am shifting it into another room, we don't require such a long copper tube. I thought he is the expert and chose to trust him. Then as per my brief, he started drilling hole into my wall to install the indoor unit (I think this requires experience) after a few attempts he started to complain that the wall is not of brick but beam (Concrete and iron rods). I assured him that we had checked it with the builder and confirmed it with him before installing the ac last year. Still this guy refused to drill the hole stating that his drill machine might not work after that, i called the builder again and switched it to speaker phone and confirmed again with the builder. Still, he insisted that we fit it according to him on another wall and things will be fine. He drilled two different holes on another wall, way below the beam is suppose to be and again stated that it is not working & even his choice of wall is a beam. His drill machine was leaking oil and has left black oil stains all over, probably this was the reason he could not drill the hole in the first place. He told me he cannot do anything and that he is calling a core cutting guy which will cost me around rs 1200 to rs. 1500 extra. I told him, if that is the case then how come we installed the ac successfully last year? He has no reply. I told him that i will call customer service first, at this he started to pack his bag and said that he cannot work on my ac and has to leave. By now my house had already been a mess, my ac was uninstalled, copper tubes were cut in two pieces without my permission and this guy told me he is leaving. I demanded to speak to his boss or someone from the bluestar service centre. He called his boss and his boss connected me to mr. Shrikant from kharghar, navi mumbai. This is when i got to know that it is a franchise and not a service centre. On my behest mr. Shrikant assured me that he is sending his senior technician mr. Afsal.
I was assured that mr. Afasl will be at my place in 45 mins, but he came at least after 90 mins (I was uninformed about this and got an update only after calling mr. Shrikant again). Mr. Afsal is again not a bluestar employee, but he seemed a little more experienced than the previous guys, i clearly told him to inform me about any changes he has to do to my location requirement or if he has to do anything that will cost me extra. And also told him to fill white cement where the previous guys had made extra holes in my wall in their trial and error method, he agreed. He immediately knew how to drill the hole properly and got my ac installed as per my original plan (Where the previous guys refused to listen to me and insisted that the entire wall is a beam). I reminded him that it also needs to be serviced, he said he will do it at the end.
Now the funny part starts, i got relaxed and chose to focus on my work as afsal had installed the indoor unit. After a few minutes afsal told me that the copper tubing is all damaged and that it needs to be changed, i was shocked as the last guy had already cut the damaged part and now this guy claims that the whole thing is damaged. I questioned him how is it possible? It is not even one year old. He told me it will cost me rs. 250 per feet for the copper tubes. I straight away told him to fit it with the existing tubes as this is not the first time that i am using an air conditioner. He took at least two more hours to fit the copper tubes, started to do some welding (Without informing me about the extra cost that will be incurred) and installed the outdoor unit, his work is so careless and shody that he did not even bother to install the protective cover on the copper tubings where it connects with the outdoor unit. Now technically because i had purchased extra copper tubes last time (As we required lengthy copper tubes), i should have left with at least 4 to 5 foot of copper tubes as the new location of the ac does not require such a long tube. When i questioned him about the extra copper tube which is left behind, he said he broke it into pieces. I could not believe it, i told him you charge 250 bucks/ foot and you broke 5 feet of tube into pieces? He said its of no use and that i won't be able to use it anyways, i told him i will make windchimes or do whatever i want to do with it as i had purchased it. He refused to give it back, he was like "arre sahab, aapke kisi kaam ka nahi hai. Aur main bhi usko phek hi dunga." i still insisted that i purchased it and it is my property. But guess what? He took that copper tube with him. He only wiped my ac indoor unit with a dirty cloth clumsily, washed the inner filters and said "hogaya service", did not fill any white cement in the holes made in my wall and took my copper tubes even after warning him not to. Later he is giving me an inflated bill rs. 750 for uninstalling which he never did + rs. 1200 for installing + rs. 250 for welding which was hardly any + he said he has used a foot of brand new copper tube (Which technically is impossible) on questioning him he immediately waived off the welding rs. 250 and copper tube amount rs. 250.
When it came for the payment, i told him that i am paying him rs. 1000 right now as he only did the installation and somebody else uninstalled the ac and that i will speak to mr. Shrikant or bluestar about the troubles i had faced, the balance payment and then transfer the funds. He got agitated and interrupted me saying don't transfer the funds to shrikant and that i need to pay him & not shrikant. As i wanted to escalated the matter and bring this into notice i told him i am out of cash, he immediately left his account number and told me not to transfer the funds to mr. Shrikant under any circumstances.
I cannot believe that bluestar is entrusting their customers into a bunch o[censored]nprofessionals and liars and chindi people. The first person "ehtesham" wanted me to do core cutting where it is not required and refused to finish his work. Second person "afsal" wanted me to unnecessarily buy fresh copper tubes, when i chose not to, he stole mine. I chose not to pay the balance amount until and unless i escalate the matter and hear from bluestar.
What an amazing customer service by bluestar india, a company whose stock price is more than rs. 800 but ethics and customer value is zero.
I demand an explanation on this from bluestar officials and not from some franchise owner, i want the entire amount of my ac to be refunded and take back your piece of equipment. If you guys cannot value customer service, then what's the use? I strongly recommend people from navi mumbai and specially kharghar not to buy bluestar ac as they send local freelancers for installation and service, and trust me they are nowhere close to professionals who are just trying to leech money out of you. I purchased a washing machine worth rs. 19000 and even they sent professional, well trained guys in their company uniforms. How much more should we expect when we purchase a product worth rs. 62000/-
Thanks & regards,
Govind dhanowa.
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