[Resolved]  Croma — AC service technician damaged the AC

Address:

Dr. ASRao Nagar, Hyderabad

ZipCare AC service - Order ID:SOA[protected]

I had purchased an ZipCare AC Service Plan for Rs. 999/- on 07.04.2023 vide Order ID:SOA[protected], for my Whirlpool AC (1.5T 3D COOL INVERTER 4S - WHT) and Croma team assured us that they will send a technician for servicing our AC in 2 -3 days. The technician Mr. Ravi Kiran ([protected]) finally came on 20.04.2023!! That too after repeated follow-ups. After visiting our house, the technician checked the AC and reported that it is working fine and the lack of cooling could be due to accumulation of dust. He then proceeded to clean the AC (both indoor and outdoor units) with water. While opening the indoor unit, he had pulled it rashly due to which the panel and the cables circuitry spilled out and he set it back in place saying it was not a problem. My wife has been a witness to this entire process and she was also concerned about the AC’s status. The technician, after washing the outdoor unit, had switched it on and at that point there was some spark and the outdoor unit stopped working. This was purely Croma technician’s fault due to which our AC stopped working. Please note that the AC was working fine until the technician handled it on 20.04.2023.

We wanted basic service for cleaning the dust and better cooling efficiency. However, Croma technician had mishandled the AC to the point that it stopped working. The technician then explained some story to my wife about high/low voltage and how it affects the AC. Fact is that we have a stabilizer installed which handles those kinds of fluctuations. The technician then reassembled the indoor unit and said that some circuit board might have failed and promised to send another technician the next day i.e., 21.04.2023 for checking and replacing the circuit board if it is faulty. We have been following up with Mr. Ravi Kiran and Croma service team since 21.04.2023 and till date no one has turned up. Croma service team and manager are disowning any responsibility towards the damage caused to our AC by Croma's technician. This is utterly ridiculous and unethical.

We had raised a grievance at the grievance cell of Croma and their reply is equally ludicrous that since the service option we had procured is only wet service which does not cover repair, they will not repair the AC; and further they changed the facts stating that after the technician did the service, the AC was working fine and after some days it had faced a problem and again there were complaints raised! The Croma grievance officer and service team had totally disowned any liability or responsibility of the technician even though we had reiterated the fact that the AC was functional until handled by the technician of Croma. They are even refusing to send any technician to check the status of the AC for verifying what has happened after their technician had mishandled our AC.

We have been staunch customers of Croma since many years; all our electrical and electronic appliances and gadgets have been procured from Croma. Your service team is breaking that trust we have for the Croma brand and causing immense agony and distress to us. We are left with no AC during hot summer weather thanks to Croma service personnel’s irresponsible behaviour.