Carrier Midea India — Old carrier window ac unit delivered in lajpat nagar delhi

Address:

New Delhi, Delhi, 110024

I purchased a carrier 1.5 ton window ac (5-star rating) model no. Gwrac018ep040 (Model name - 18k estrella premium-r) from sargam electronics, k-35 lajpat nagar-ii delhi-110024 on 20th june 2016. The ac was agreed to be delivered the next day & to be installed by same day evening.
But on next day (21st june 2016) at 13:10pm we got informed by a store staff (Landline[protected] that the ac cannot be delivered due to non-availability of a fresh unit in their stock.

Finally the unit was delivered on 22nd june 2016 afternoon around 13:40 by mr arpit (Mobile [protected]) while i and my wife were at work. The ac was received by our landlord on our behalf. The installation engineers arrived at 20:20pm same day, 15 mins after we reached home in evening.

As noticed right then and also informed to the installation guys,

The delivered carton was not sealed/ packed like it should have been and was already open.
The unit inside was not even bubble-wrapped.
The remote control found was again without any cover or a product information sticker as it usually is.
The remote control has scratches all over and appears at least 2 years old if not more as even the 'carrier' logo itself is blurred on it.
The user manual which is part of every installation kit - as also mentioned on the carton - was missing.
The two numbers of batteries were also not found in the carton.
The ac unit doesnot have any product information sticker as it should have been on a fresh unit.

The same was brought to the notice of the installation engineers then and there, but they chose not to respond, saying they are not the right people to comment on it and continued to install the ac in spite of repeated questions on above issues.
Failing to get any answers from them, we also tried to contact sargam electronics on[protected] times between 8:25 & 8:40) but nobody picked. At 20:41pm i got to talk on number [protected] (As mentioned on bill) but the person on other side claimed the store is closed for the day and we must contact them again on next day.
Meanwhile the installation guys already installed the unit.
I called carrier customer care ([protected]) to register my complaint against the dealer & the company for delivering an old unit but they denied to register complaint saying i must try to sort this with dealer at my end.
The next day on 23rd june 2016, i got a verification call from sargam head-office (Talked to [protected]) whom i informed the entire matter. He connected me to mr harsh at sargam, lajpat nagar who agreed that the box was already opened and remote looked at least 2 yr old.
While also conceding that they at times sell a 'displayed/ exhibited units to customers after taking them in confidence, but neither we asked for it nor anybody talked about such offer!
Mr. Shamveer, another staff member insisted that we must continue with same unit along with old remote as it is anyways working fine currently. They later offered only to replace the remote.

It wa's clearly stated that i wish to get entire unit replaced due to above mentioned points.
The staff at store assured us to do the needful and get back to us by 24th june 2016 morning with a positive solution.

While we expected their positive support, finally on 24th morning at 11:12am & 11:54am, i received call from mr harsh[protected] who in stead tried to negotiate/ bargain for our loss with an 'extra special gift' as a compensation for old ac unit - an offer which we obviously rejected as we only want a fresh/ new carrier estrella window ac.
Repeated attempts to talk to mr vinay sharma failed as the phone lines of sargam head-office were busy.
The mails to sargam electronics failed as both the email ids mentioned on company website www.sargam.in - [protected]@sargam.In & [protected]@sargam.In - are dysfunctional.
The customer care helpline at carrier only gave a complaint number but there hasnt been any communication till yet, as promised.

I seek an early intervention from your end to resolve the matter at earliest.

Regards
Gaurav bhargava