| Address: Tata Neu / Croma - Online |
Complaint Details:
Date of Incident: June 16, 2025 (Initial installation and discovery of defect/damage)
Client Reference (Invoice No.): SLTCI4647632
Full Description of the Incident:
I am writing to file a formal complaint regarding a highly unsatisfactory experience with a Croma 1.5 Ton 5 Star Inverter Window AC (Item Code: 312019) purchased from your company via Invoice No. SLTCI4647632 on June 14, 2025.
The AC unit was delivered on June 15, 2025, and its installation commenced on June 16, 2025. Alarmingly, upon unboxing, the product already showed signs of a defect, which was subsequently confirmed during the installation process itself.
Adding to this initial disappointment, Croma's assigned service team displayed unprofessional conduct during the installation and demo. Their negligent handling directly resulted in additional, severe damage to the AC unit, specifically a broken exhaust fan. This damage has caused the unit to produce extreme vibrations and noise, rendering it completely unusable. This significant issue, including the broken exhaust fan, was identified and acknowledged by Croma's installation team on-site during their inspection. Following their assessment, they dismantled the unit and subsequently issued a formal replacement receipt, acknowledging the need for a full unit replacement due to both the manufacturing defect and the damage they caused during installation.
The defective and damaged unit has now been picked up, following significant follow-up from my end, including a formal complaint email sent on June 23rd. However, I have not yet received any formal response or confirmation regarding that complaint email. Furthermore, despite the pick-up, there has been no clear communication regarding the delivery and installation schedule for the replacement product, leading to concern that there could be further unacceptable delays in receiving the functional AC. Every attempt to gain clarity from Croma customer service has been met with an unhelpful and vague promise of "resolution within 24-48 hours, " a cycle o[censored]nfulfilled assurances that has been ongoing and extremely frustrating.
As a result, I have been left without a functional air conditioner for over 10 days since its delivery, installation and the discovery of these issues, and I anticipate this period of severe discomfort will be further extended due to potential delays in the replacement process. This prolonged delay is occurring during an unprecedented and severe heatwave in Gurugram, with temperatures consistently exceeding 40°C and oppressive humidity.
This situation poses a direct and serious health risk to me and my family. Our home, located on the top floor, is directly exposed to intense heat and humidity, making the environment truly unlivable without proper cooling. We are enduring severe discomfort, inability to sleep, constant dehydration, and existing health issues are being exacerbated. The cumulative effect of a faulty product, negligent service, and the complete lack of resolution has caused immense mental and physical distress.
Desirable Resolution of this Complaint:
I seek the following immediate and definitive resolution:
Expedited Delivery & Installation: A brand new, fully functional Croma AC unit must be delivered and installed at my premises on an urgent, priority basis, ideally within the next 24-48 hours, with clear and proactive communication regarding the schedule.
I expect that Croma will treat this complaint with the urgency and seriousness it deserves and provide a swift resolution.
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