[Resolved]  Haier — Air Conditioner

Address:

West Bengal

I have one Haier Air conditioner that is approximately 3 yrs old, model no.18CS03AH. On the 13th of May 2010, I put in a complaint with Haier that the above machine was not working properly. The customer service of Haier said the service engineer would arrive between 10 am and 7 pm on the 13th of May 2010. After several phone calls to the Service Engineer, name Babai Das, phone number [protected] and a few more to the Kolkata branch [protected]/32414972, the engineer finally arrived at my residence around 8.45, way beyond the times mentioned to me by Haier customer service agents. The engineer then said that a 'Gas Charge and Wet Service' needed to be done and this could only be done at their workshop.

I sent the machine off the next day, with the assurance that it would be back 3 days later. I called the workshop on Monday the 17th of 2010 and was told that the machine was ready for installation and would be brought to my residence by 1 pm. Soon after I was called back by them and told that they had not yet finished checking it fully and would only bring it back the day after, i.e. 18th of May 2010, to which i agreed and said that they should bring it by 1.30 as i had a prior engagement and had to leave the house. On the 18th morning I called them yet again and reminded them to bring the machine on time, they said it could be delivered only around 2.30, as I had an earlier engagement I told them to bring the machine around 4.30 instead. I also called Customer Service and spoke to Gourav, who said he was the supervisor and let him know about my time problems. At 12.30 I got a call from the workshop stating they were just leaving with the machine and from the workshop to my residence its an hours drive if not longer, depending on the traffic. I told them not to come then and instead to come after 4.30. They insisted they had left and would be on time. I unfortunately had to leave at 1.30 for my appointment, so by the time they arrived I had left. I had left instructions with the building security guard to take the machine and keep in his custody and when the engineer called, conveyed the same to him and told him to return after 4.30, he said he would be back by 5 pm to reinstall the machine. His 5 pm became 7pm. The total expenses made for the service was Rs.2105 and Rs.385 for the service engineers visit on the 13th of May 2010.

Soon after the machine was reinstalled, my neighbours started complaining about too much water dripping from the machine on the outside. I put in a complaint (no.KOL[protected] on the 10th of June to Haier customer service and was told that the service engineer would arrive between 10 am and 7 pm on the same day. The engineer did not turn up. On 11th morning when i called customer service yet again, I was told that the engineer would come today. He did around 1.30 pm and said that he would put in a tray and a pipe on the machine, the cost of which I would have to bear and it would take him 3/4 days to get the job done and also I had to pay him Rs.385 for his visit. I had asked customer service earlier if I had to pay him service fees and they had said that since it was within the month of the last service I didnt.

I called customer service and asked them about this, while I was talking to them the service engineer tried to get out of the door sneakily and was caught by my father doing so. I then asked customer service as to why I should have to pay for the water dripping considering I had just spent nearly Rs.2500, getting it serviced and it should have been in perfect condition. The customer service agent, Sunita was of no help and told me that they had no supervisor to speak to either. After reminding her that it was not legal to have a customer service floor devoid of a floor supervisor, I was put through to a Mr Gagan Arora, who claimed to be the supervisor but was of no use either.

I would like to know if you can be of any help to resolve my problems with the machine and its water dripping, with Haier. Their local Kolkata office person a Mr Surojit Chatterjee, phone number [protected] was extremely rude and offensive while talking over the phone as was the service engineer Mr Babai Das, phone number [protected], who came to my residence.

Kindly help