[Resolved]  Luminous Inverter — Intentional withholding of information to cheat and theft by service personnel

October 25, 2009

Dear Sir/Ma’am,
I had purchased a Luminous Sine Wave Inverter in the year 2005.
Recently, the original battery of the inverter discharged completely as it had gradually weakened over time. I got the battery changed with a genuine new battery to find that the inverter still failed to work.Finally, I lodged a complaint at Luminous Service with Complaint No.: DL 361733, Dt.: 23.10.2009.
A service engineer [Mr. Sameer ([protected])] arrived at my home on 24.10.2009 and on diagnosing the system, told me that due to the inverter having to work on a very weak battery, the circuit inside the inverter had got short-cuircuited, and the solution was to get the circuit board changed, and replaced by a new board. The cost of the new board was quoted as Rs. 1250. I asked him again if the board which will be replacing the faulty board was a genuine, new part, and I received an affirmative response. No other information was conveyed to me during this encounter.
The next day, i.e. 25.10.2009, Mr. Sameer arived at my home and changed the faulty board, and after having done so, suddenly broke to me the news that he will be taking back with him the faulty board. On asking him the reason for doing so, he told us that Rs. 1250 was the replacement cost of the board and that a new board cost Rs. 2250. We asked for a price list to verify his claim, but he was unable to produce it. And further,the supposedly ‘new’ board he had installed was established to be an old part which had been repaired.
This is simply a case of highly unprofessional behaviour on part of a trained serviceman. There was no transparency in the manner he dealed with me. Correct information was intentionally withheld from me until the last moment.
And moreover, I also wish to inform you that during the abovementioned service engineer’s visit to my home on 24.10.2005, a set of earphones went missing. Now, I assure you that I am not adding this complaint merely to support my case, but this behaviour on part of a professional the nature of whose job requires him to build trust with the customer is very,very sad and noxious to the customer-company relationship. I have no doubts as to the whereabouts of the missing object. Barely 5 minutes before the arrival of the engineer, my son, who was the only person present at home during his visit, had noticed it, and moments after his departure, the earphones were missing.
This incident not only shows unprofessionalism and an intentional attempt to misguide and dupe a customer, and a shameful breach of the customer-company relationship.
I hope that the relevant authorities will take notice of this and take immediate action to put a halt on such malpractice.

Yours sincerely,
Prem Pal Singh
( 107, Baldev Park, Krishna Nagar, Delhi-110051)
[protected], [protected])