[Resolved]  Tata Voltas / Window AC Voltas Vertis - Elite — Faulty Product Delivered, Voltas Vertis Elite... Delay in services

Complaint against the quality of the product and the level of after sale services rendered to the customer
Company – TATA Voltas

Product – Window AC - Voltas Vertis-Elite

Problem –
1) No Gas in the compressor due to leakage in pipe within 5 days of purchase.
2) Quality of after sales service to the customer

Hi,
I bought 1.5 ton Vertis Elite on 06th May'11 and on 11th night we noticed that it stopped cooling (the 5th day of the purchase). We logged a complaint on [protected] on 12th at 08:45 am against which reference number 11MY1200194 was provided. I was shocked to know that the TAT of the technician to handle the complaint was 24 working hours. Upon asking the number of working hours to be considered in a day, I was told that a day consists of 8 working hours; that means the technician can take 3 days to visit us. Nobody turned up on 12th which I was not at all expecting. The person came on 13th at 02:00 pm; visited my place and told that there is no GAS in the compressor; he told me that there is a leakage in the pipe. I asked him that I purchased this machine 5 days back then how can it be possible; then he told me that the machine need to be sent to the company back to fix the issue for that the person from another team will visit you tomorrow(14th) to take it. Now the actual story starts, ITS 08:00 PM AND NO BODY TURNED UP FOR THE SAME. I called up customer care today at 02:00 pm to know the status of the complaint; the executive told me that your complaint was actioned as the technician visited yesterday. I told him the whole story and he committed that he is again marking a follow-up query on the complaint and the person will definitely visit me today only before 7:00 pm and will take my machine for the repair. When nobody turned up by 07:30, I again called up the customer care to and got a stunning answer, the CCE was not at all aware about my last call as there was no status/ comments available; I told him the whole story again; the person told me that he will arrange for the pickup today only OR the same will be done tomorrow. My whole day was wasted today and again I have to wait for tomorrow because I know that it won’t be possible for you guys to arrange in such a short time… I’VE EXPERIENCED YOUR SERVICES.

In this competitive time when companies are providing services in just 2 hours you are working on 3 day TAT… It is sooo surprising to see the quality of product TATA is providing to its customers (which failed in just 5 day) over and above, the awesome quality of service is being provided where customer is chasing the company for the resolution and service every second hour.
I was using LG ac from last 3 years and to bring to your kind notice the technician reach us within two hours after complaint was logged. I sold it off to buy a new AC and bought this tin; I think buying a Voltas was my worst decision; I am not saying this because of the fault in the product; but because of the service you guys are providing and not meeting your own commitment.

Now after putting 17000/- with an intention to live a peaceful life this summer I ended up having a sweaty nights and days and considering the speed of resolution the team is providing I will have to bear this for next week as well…

The above highlighted issues raise a serious concern on the product manufactured, the product quality delivered and the services rendered to the customer.

Now, kindly arrange for the replacement of this faulty product by Monday; I don’t want a repaired machine because it can lead to all this again in the future as well and I can’t bear this harassment again.
Expecting your call is a waste but there is no choice left with me…I have to ask for it. Kindly arrange for a call back for me.

The Copy of this complaint marked at
1) Voltas website (Customer Complaint)
2) http://www.grahakseva.com/
3) https://www.consumercomplaints.in

Regards,
Toshir Nalwat
E- toshir.[protected]@gmail.com, toshir.[protected]@maxnewyorklife.com
M – [protected]