[Resolved]  Electrolux, India — Manufacturing defect of AC and poorest quality of Product

Address:

Mumbai Suburban, Maharashtra

Complaints against Poorest Quality Product, Electrolux Air Conditioner (AC) Service Manager for harassment, misconduct and taking away of the Display Panel and Motor of the AC, thus leaving behind a non-functioning AC.



With utmost regret I am filing the following complaint with regard to the above mentioned subject for immediate action. I am furnishing the following detailed facts.
1. My family had purchased Two (2) Electrolux Split Air Conditioners on 22. 10. 2009 from Vijay Sales, Vashi, Navi Mumbai. The said ACs were installed on 24. 10. 2009 by a agency named Nahur Electronics Services (NES), NES Bhavan, Bharathi Road, Mulund (W), Mumbai 400 080.
2. The details of the Air Conditioners are as follows –
Code / Item Name Chasis No
Electrolux AC EYS35YL1 1 Ton Split
SETEYS35RL1 ELECTL AC EYS35RL1 1T
ELECTL O/DR UNIT OEYS35RL1
SR. No: Door [protected]
Out Door : [protected] SPL-SET
900010
[protected]

3. Since the time of purchase the company (Electrolux) had only provided one service to both the ACs, whereas during the time of purchase three (3) free services were promised to us. We have made innumerable telephone calls to Nahur Electronics Services (NES) and requested them to provide required service. But neither did they pay any heed nor taken any action in this regard. Later we were informed that due to poor performance, the service contract was withdrawn from NES by Electrolux.

4. It may be kindly noted that during the first service itself on 11.04.2010, we have complained about a) the defective display panel, b) non-functioning of Swing motor in one of the AC. They then informed the abovementioned problems would be rectified within two-three days; a complaint was also entered and duly signed by the technicians in the Service Card (up-to-date records are maintained, will be furnished as and when required). Thereafter, we made many calls and lodged several complaints, till today the parts are not replaced; and finally they stopped taking our calls and giving us any complaint numbers and proper response. It may be definitely noted we cannot use the AC during the time of scorching summer heat; further this entire episode has been extremely harassing and disturbing for us which has not only caused enormous inconvenience to our family but caused greater mental tension, and loss of time.

5. Subsequently, once we called NES, they told us henceforth they are no way responsible for any work of our ACs and we should contact the company directly.

6. Hence, without any direction we complained the same to Vijay Sales (VS), Vashi, Navi Mumbai from where we purchased the AC. We informed the VS that within six month of purchase of the AC developed serious technical problem and stopped functioning. We also reported about the absence of any service from the company and absolute negligence from the service center. Then they suggested us to contact Mr. Dhananjay Kadam, the Area Service Manager, Electrolux. On 8th November 2010 we reported the entire ordeal to him; he immediately agreed to look into the matter and promised to change the defective parts (Display panel and swings motor) with new ones. Since then he has been giving us false promises only and done absolutely nothing about problem.

7. We have made approximately 15 to 20 calls to Mr. Dhananjay, (Mobile Nos. [protected], [protected]) but in vain. After our constant reminders, on 22.10.2009 he sent two technicians from TekCare India Pvt. Ltd. when they checked the defective Display panel/Swing motor and confirmed that both parts needs to be replaced. Afterwards they certified that the parts have to be replaced (copy of the Job Sheet Attached). Finally again we had to get in touch (over the phone) with Mr. Dhananjay when he told he will procure the parts which are not available and as soon as the parts arrive he will arrange to replace the same.

8. In the mean time surprisingly Mr. Dhananjay has sent two technicians from Reso Services on 5th Feb 2011 to my residence and the technicians had removed and taken away the Display panel and swing motor (Job Sheet attached for set Sr. No. [protected]).

9. Since then we had been pleading and requesting Mr. Dhananjay to rectify the AC, but instead he has been giving us false promises and completely stopped replying to our requests.

10. Eventually, on 02.03.11 at 12.30pm the undersigned called Electrolux company help line [protected] and lodged a complaint. In turn they gave me Complaint reference PTNA [protected] and informed within 48 hours the problem will be attended to. Mostly regretfully, I submit that till today no action has been taken in this matter.


We are filing herewith this serious complaint against the Electrolux Company for selling poorest quality Air Conditioner Product and complaint against Mr. Dhananjay Kadam, Electrolux AC Service Manager and the Electrolux Company for harassment, misconduct, breach of contract and taking away of the Display panel and Motor of our AC. We would request you to look into the matter immediately and resolve the issue amicably to our satisfaction.

Dr. S. Das

Navi Mumbai 400 703
Mobile: [protected]
[protected]@gmail.com