[Resolved]  Voltas Vertis Premium — equipment malfunctioning

Dated 11th October 2009
K.Venkatesan
581,Alagirisamy Salai,
Flat"G", III Floor,
K.K.Nagar.
Chennai - 6000078
Tel No: 23660695
Mobile No : [protected]
Sub: Complaint In Air conditioner Unit 401070U05D13365

Dear sirs,

I bought one air conditioner from one of your dealers in Chennai on 1.05.05.I give below the particulars of the equipment.
Name of the Dealer : Sri Maruti Aircon
No.90, Abbusali Street,Saligramam,Chennai - 600093
Credit Bill dated 01.05.05 vide bill no 75682.
Fan Motor N: 29HG6957BT
Compressor No:[protected]
Unit No: 401070U05D13365
Make : 1.5 Ton Vertis premium
Presently the equipment is under AMC with one of the local service dealers M/s Sub Zero Technology,Raja Salai,K.K,Nagar,Chennai-600078 vide Serial No.1328 dated 15.08.09
In fact I have been under AMC right from the day the warranty period for the manufacturer was over.
Very recently I was experiencing problem with my remote control. The remote control was dead and there was no at all functioning.
I personally reported to the above service centre and also registered my complaint with VOLTAS helpline no and the customer ID is 09SP 181692 through my mobile no [protected].The service dealer registered the complaint and informed me that the complaint will be referred to service centre of Voltas in Saidapet in Chennai.
The Dealer after 5 days returned the remote saying that the complaint has been attended in VOLTAS service centre in Saidapet in Chennai.I had to pay Rs.250/ for the service charges for complaint attention.
In fact I have to do the chasing with the dealer to get my remote and there was no attempt by your dealer to reach me on their own .
Immediately after I reached home I checked my remote with the machine for working condition.
After sometime I was shocked to see my remote hanging and once again I Could not operate my A.C. and I had to be content with operation of the system in LOW FAN MODE which was default.
I had to once again personally go to service centre and report about my complaint with the remote in hanging condition. As usual your service centre people told me that once again they will check with VOLTAS SERVICE CENTRE to find out the root cause of the complaint.
I have also raised a query with service centre if remote was covered AMC and if so why it could not be replaced. I had to pull out the conditions in AMC and explained to them that there was no specific mention about the AMC coverage for remote
After 5 days have passed and repeated follow up with service centre and I am sorry to mention here it was always a once sided attempt and no call back by the dealer to customer to inform me about the status of remote.
On 6th day I went to service centre and I was informed that there was problem in remote which is beyond the scope of repair by even VOLTAS SERVICE CENTRE and the dealer informed me that they would replace my remote on FOC ( free of cost) and the charges collected by them would be refunded.
After 3 days I had to again go to service centre to collect my new remote ie on 18.09.09.The service dealer as committed earlier gave me a replacement remote and returned the service charges collected earlier to me.
I went back home and tried to use the new remote the same night. My agony did not end but continued when I used the new remote handed over to me by the service centre.
The entire board malfunctioning and both the PC board and remote control both started malfunctioning and I had to literally stop the A.C m/c and report to service centre once agin next day.
Mr.Suresh ,Technician from service dealer came to house next day(19.09.09) to check my remote along with A.C.After attending to the complaint for nearly one hour he removed the P.C board with a doubt that problem may be in board and the complaint has to once again to VOLTAS SERVICE .He removed the P.C board and took along with the remote for attention in VOLTAS SERVICE CENTRE in Saidapet in Chennai.
He had given direct connection to A.C m/c and informed us to use the M/C for not more than 30 minutes every time.
In between the Pooja holidays came and Mr.Suresh cam back with the board after repeated follow up by me on 30.09.09 saying that the complaint was rectified in service centre.
After the PC board was replaced in the A.C m/c and then tried by him the same problem existed and once again he gave direct connection to A.C m/c saying that the problem was only with remote and that P.C.Board was alright in service centre.
From that day onwards I have been frantically trying to reach each and every body in voltas to get my problem resolved and nothing has happened.
I was told by service dealer that he has placed order with VOLTAS for new remote and it is expected in a week’s time. I tried to contact local VOLTAS in Chennai. Some parrot talks have been given though but my problem remains unresolved.
Still today iam forced to use the A.C m/c only for 30inutes and after that I have to switch of the machine due to non availability of the function board.
For your information I am owning another A.C m/c of different manufacture and the level of service even in AMC can not be matched by you even after years.
I am enclosing some of the statements of your organization down loaded from your site which is quiet contrary and pathetic when compared to real situation for a poor customer like me.

"Our relations with customers, principals, collaborators, dealers, suppliers, financial institutions and colleagues will be governed by a sense of integrity under which we provide and receive value for money, to recognisable and measurable standards.
Our management is professional and transparent, increasingly backed by technologies and systems that provide free and constant access to information and knowledge.
We strive to remain innovative by attracting, retaining and developing people who constantly keep the customer in mind, and who combine empowerment and freedom to act with accountability. We encourage people to develop themselves fully as members of a wider community.
We recognise the role of technology in creating a better quality of life for those around us and in helping our nation to grow. To this end, we will commit resources to ensure that we achieve our goal of providing best-in-class products, services and customer support.”

I would request any one of you from your organization to immediately intervene and sort out my complaint at the earliest by 13.010.09 to save the name of TATA group who are recognized for their excellent after sales service support.

Thanks & Regards

K.Venkatesan
([protected])