[Resolved]  Voltas Split AC — Defective Unit

Address:

Ludhiana, Punjab

Kind Attn:

Purchased the Voltas AC vide bill no. 11, dt. 22/4/10 from New Kasmic Traders, mata rani road, Ludhiana ( Voltas Dealer) and got installed by dealer himself. Since its purchase the unit is not working properly, the same has been conveyed to the dealer, regional office of voltas at chandigarh and the head office mumbai. My problem was not solved since today. instead of solving our problem the regional office incharge asked us to lodge a complaint at the Toll free Nos. which has been regularly lodged at the following complaint no along with the dates for your ref.

Complaint no. 10MY1304513, dt 13/05/10
Complaint no. 10MY2102996, dt 21/05/10
Complaint no. 10MY2505469, dt 25/05/10
Complaint no. 10MY2901716, dt 29/05/10

Inspite of my above repeated complaints the company has not bothered to redress my problem. You are therefore requested to pursue my complaint and get it solved as no heed has been paid to my complaints neither by the dealer nor by the Voltas Company. However below are the copies of correspondence with the company for your reference.

Your efforts in this regard will highly be appreciated


Regards

Surender P. Gupta
[protected]
- Hide quoted text -


[protected] Forwarded message[protected]
From: anuj gupta <anuj.[protected]@gmail.com>
Date: Sat, May 1, 2010 at 11:08 PM
Subject: Re: Fw: please advice what to do????
To: [protected]@voltas.com
Cc: [protected]@voltas.com, [protected]@voltas.com


Dear Sir,

We like to bring to your kind attention that we have purchased the product (Split AC) of Voltas not of the DEALER's Mr. Vijay sharma was contacted through mail which he referred to Mr. Sandeep singh pathania, who is looking the customer care dept. and seems to be an agent or partner of the authorized service centre personnel in ludhiana from his rude conversation and behaviour on telephone which lasted for 25 - 30 minutes just to convey the message of authorized service centre..He interrogated me, as I was accused and asked about the date of purchased and threatened that why you have not contacted me earlier and now the 10 - 11 days have been passed and we have exhausted all the channels ie. Dealer and service centre. Due to Non Cooperation and satisfactory reply we are forwarding our request to you...More over, he refused to settle my complaint and asked we have no responsibility to give you service to the split ac purchased from the dealer, but not from the distributor cum service centre with whom he seems to be attached and looking after their interest instead of customers for which he has been deployed..Also, as said by him in the below mail that company is not responsible for improper installation as mentioned on the warranty card, we think Mr. pathania is not capable for this post because he does not know that the warranty card is in the sealed package which can not be seen without opening it, and the same package is opened by the person / mechanic / engineer.who has come to install the unit. Now 1 more point has been raised that the company is hiding the main / important terms in the package so that the customers can be exploited on these terms later on and money can be made...which was atleast not expected by THE BRAND "TATA"

similar complaint was lodged with the company last year but on assurance given by the authorized person that this type of problem will not be created in future but same are being faced on second purchase as well and we hope this time not only assurance will be provided, rather corrective action should be taken to sort out the issue ASAP.

Now we really had a bad experience with Voltas AC's...and surely we are not going to make any purchase of voltas ac and will also not recommend others to buy from voltas...


Thanks and Best Regards

Anuj P. Gupta
on behalf of Mr. Surender P. Gupta
([protected])



On Sat, May 1, 2010 at 3:11 PM, <[protected]@voltas.com> wrote:

Dear Mr Anuj P Gupta,

Taking all things in consideration here I am feeling there is some fault during installation so kindly follow same engineer who installed your ac ....
Otherwise if you want any support from company we can refill your ac gas through our authorized service center ...Because it is clearly mentioned on our warranty card that
we are not responsible if installation is done improperly on point no. 3
As you said according to engineer there is no gas in your ac from the company end we can fill your ac gas on chargeable basis.

Company Charge for Gas filling:- Rs 1800/-

Thanks/Regards
Sandeep Singh Pathania
----- Forwarded by Vijay Sharma/Service/CHD/IN/VOLTAS on 05/01/2010 10:30 AM -----
anuj gupta <anuj.[protected]@gmail.com>
05/01/2010 09:12 AM

To
[protected]@voltas.com
cc
Subject
Re: please advice what to do????





Dear Mr. Vijay,

We already have Voltas Split AC and bought a new one 10 days back from a local dealer in Ludhiana (M/s New Kasmic Traders) and we requested them to install the unit upon which they agreed and did the same within 2-3 days. But after the installation, it did not work....we informed regarding the same to the dealer upon which they came to verify the problem and they diagnosed that the gas was leaked and asked us to contact the authorized service centre of Voltas. Accordingly, we approached the authorized service centre and Mr. R.G.Singh checked the unit on 28th April and confirmed that refill is needed and assured to refill within 2-3 hours Till 30th April, no person has come to refill the gas and not replied satisfactory while tried to contact on telephone then we contacted Mr. Jain (Authorized Centre Head) who flatly refused to entertain our request on the basis that a unit has been installed by the dealer not by them and asked that we will not provide any kind of service in future also because the unit has been purchased and installed by dealer because they have not earned any paisa from the installation charges. Since we have purchased the unit 10 days back and not running till today, the question arises in our mind that whether we made a good decision to purchase voltas ac.!!!!!...again...because the same problems are being faced by us even after your past assurance.(plz refer below mails)

We request you to please take necessary steps and direct the authorized service centre not to refuse and exploit the customer so that we may not hesitate to purchase the product of Voltas(World Renowned) in future.

Also, we will be lodging the compliant at toll free nos. but we thought to inform you regarding the same first.

Awaiting for your prompt response


Thanks and Best Regards

Anuj P. Gupta
[protected]


On Tue, May 19, 2009 at 5:03 PM, anuj gupta <anuj.[protected]@gmail.com> wrote:
Dear Mr. Sharma

Thanx for ur immediate action for resolving my problem.

In future I wil definitely follow the formal procedure..

Thanx / Anuj



On Tue, May 19, 2009 at 1:17 PM, <[protected]@voltas.com> wrote:

Dear Mr Anuj,
As discussed on phone your problem is resolved right now, problem was with the voltage stabilizer.
In future please lodge your complaint with our call center to avode such problems.
Toll free nos
[protected]
[protected]
Thanks/Regards
Vijay Sharma

anuj gupta <anuj.[protected]@gmail.com>
05/19/2009 11:49 AM


To
[protected]@voltas.com, [protected]@voltas.com, [protected]@voltas.com, [protected]@voltas.com, [protected]@voltas.com
cc
Subject
please advice what to do????







Dear Sir / Madam,

My name is Anuj Paul Gupta and a resident from Ludhiana (PB). I have purchased a VOLTAS VERTIS PLUS AC last summer from a local dealer. Everything was going fine until I asked W.S.P.Care an authorised service centre for your company) to perform a service for the AC before I began with the usage this summer. He has sent some people after two days and more over those people were not specialized i.e. not knowing the basics of performing the service. Then after service, after 2 -3 days AC stopped working ie cooling was not there. I lodge a compliant again with the same service centre as they have performed the operations before as well. Then they said that MY AC needs refilling of the GAS (which was leaked from nowhere) ie no leakage symptoms found. Again after 2 -3 days the person came with the gas cylinder to refill the gas in the AC. when he left my AC was not providing cooling to me and moreover the leakage of the water started in the room itself. I again lodged the complaint, the person came again, he rectified the water leakage and the cooling problem(as he stated) but after he left again the cooling problem was there.

Now, again I reported a complaint to the same service centre on Saturday 16th May, but til now no action has been taken, When I try to cal Mr. RG singh the owner of the service centre, he says that we will be sending the person today itself or they are already in my locality but they are not coming to my home. I waited for them the whole Saturday, Sunday, Monday (after calling them in the morning and waiting for their engineers to come) but no one came or contacted me.

Yesterday I had a word with Mr. RG Singh about the same he said he will send a person after 8pm, although I requested him to send the person a bit early as I have to go to a marriage function but he said he cant. Even then I missed out my function taking into the consideration of the busy schedule of the service centres due to the summer season and I waited the whole night and moreover in the morning (today) but no one has yet came and even I have not rcvd any intimation from them. When I asked him and his employees to give me the compliant number yesterday, they refused to give and said that there is no complaint regarding this. Later I inquired today morning regarding the complaint it was there, complaint no. 254 dt 16/5/2009, which is not been forwarded to any of the engineers yet to rectify.

My product is still in warranty / gaurantee. and I feel I am being exploited by these people.

At this moment when some one asks me about this product and company I just said to them, "the product and the company is good but they dont provide a post purchase service"
which does not suits to the company like TATA

At the end i will like to request you to please consider my case and take required action so that i would not be an unsatisfied customer.

Awaiting for your kind reply.