Voltas Split AC (1.5 Ton) Vertis PanAChe H / C — Faulty Services After Sale Service, attempt to cheat

Address:

East Delhi, Delhi

We purchased one Voltas Split AC 1.5 Ton Vertis Panache/HC on 26th August’2009. This model of AC was purchased only after strong recommendation of the dealer. It is also pertinent to add here that the subject AC was slightly higher in cost so therefore better quality AC was presumed. But it proved to be one of the biggest error we had committed; this was realized only after installation in first week of September 2009. The AC took about three weeks to start for use and that too after lot of complaints with the dealer. We may add here that during the installation and demo, an inexperienced mechanic used to come and it is very sad to say that during the demo, the mechanic was not even aware about the basic functions and utilities of this model.

After usage of 2 weeks, AC created cooling problems, complaints were lodged for it and again a complaint was lodged in 2nd week of October 2009 for the similar problem which was rectified after 2 weeks i.e. in last week of October’2009. This cooling problem occurred due to gas leakage twice and an inexperienced mechanic who had come to refill the gas for the first time actually cut the copper pipe for refilling the gas though there is a special valve provided for the refilling of gas which he was not aware of. Then came the winter and AC was not used. In the first week of April’ 2010, we again started using the AC after getting it serviced from the company mechanic. Then, this AC hardy worked for 15-20 days and it developed a technical problem for which a complaint was lodged with the company on 10th May’ 2010 (Complaint No. 10MY1004985) since then at least 8-10 mechanic have visited our home to readdress our complaint but till date our AC has not been set to order.

Everybody knows about the height of summer this year. We had to buy one cooler in absence of AC with an extra expenditure Rs. 5,000 because we remained unheard even though we have contacted the Area Manager of the company, Dealer and Service Contractor. When we contacted the dealer, he showed his inability because there was no interest once he has sold the goods. Service Contractor said that we have already sent the parts of your AC to VOLTAS and now it lies in their hands when to solve the complaint. After this reply we talked to the Area Manager Mr. Sudipta Chakarborty who was came up on phone after a lot many calls and his reply was very casual. We made several requests to the Area Manager to replace the AC, he said we cannot satisfy each and every customer.
It is very sad that after spending huge amount for getting relief from summer and our complaint still not resolved even after more than 25 days then what is the use of giving big slogans like “INDIA KA DIL, INDIA KA AC. & efficient rated AC etc.” and also they claim that we will solve your AC problem within 48 hours at the most. Our experience about Voltas is so poor since their own workforce and the service contractors are not only inexperienced but inefficient also. They don’t have any concern for consumer as they want to settle the complaint in a routine or casual manner even though the family is living in Day Temperature of 45 Degree Celsius and Nights of 38 Degree Celsius. It comes to our mind as if we have committed a sin by purchasing a Voltas AC. Nobody tells us the email address or telephone numbers of the higher authorities from where we can get our readdressal of our complaint fastly.

Out of 9 months of purchase there were about 4-5 months (since remaining 4 months was winter) in which could have used the AC but it only worked for not more than 45 days. There so called service engineers came 7-8 times to attend the lastly lodged complaint and took away many important parts which have not come back till date even after 3 weeks. What a fine example of After Sale Service. The most terrible thing is that our 1-Year Service Warranty is expiring in August’ 2010 in which almost 2 months are left. We have requested them several times to replace the AC for which on one hand they are not agreeing it to replace the AC and on the other hand they are not able to repair the AC after 3 weeks itself.

Now it comes to our mind that branded items are sometimes an utter failure to purchase with. What surprises me is that when someone comes to Voltas, it is with the belief that it is a TATA company and thus it would be the most reliable one. How can your Service Contractor send the so called mechanics who instead of repairing the AC end up damaging it as mentioned above in case of refilling of gas. How can one trust a company whose Service Contractors try and cheat their customers. I do not even know what to do with my AC as I can not trust any of Voltas Service Contractors. The only choice left is to get rid of Voltas AC and go for some other brand. Yet if Voltas (a TATA company) cannot provide good services then who else can?

We request you to get it replaced because his model very well known to the mechanic teams. We now request your esteemed network/organization to help us in the readdressal of our complaint at the earliest possible occasion by taking the matter with concerned higher authorities of Voltas.

With Best Regards
VIKRAM ARORA