| Address: | Chennai, Tamil Nadu |
On 13 Oct 2014 and purchased a Croma 2 T split Air conditioner from Croma retail show room in Phoenix mall Chennai (Chennai Phoenix A097) It was delivered after about 10 days and was installed in the in the first week of November 2014. The Air conditioner was used sparingly in the winter months of November, December 2014 and in the first 3 weeks of Jan 2015. I noticed a lack of the “chillness” when I used the AC at the end of Jan 2015.
I contacted Croma customer care on 31 Jan 2015 (CHNCIO 115FS00003). A service engineer visited and could not rectify the problem. He said the unit had to be taken to a service centre. Eventually it was taken to the service centre on 10 Feb 2015(10 Days after the original complaint)
I called on the 13th Feb 2015 for an update. The customer care team informed that the service team was addressing the issue. I called on the 16th and 19th Feb 2015. Again, I was told that the problem was being attended. The service centre called on 19th Feb to inform that the AC unit was to be delivered on the 20th Feb2015. It was not delivered and I was not informed of the delay.
I called the Customer care again on the 21st, 23rd and the 24th of Feb 2015. I spoke to the team leaders Mr Ajay, Mr Kamal and Mr Dharmeswar. Each of them promised to get back to me with the answer. I heard nothing. In the meantime I was given a standard reply that the AC unit was “under observation” at the service centre.
During one such call, the customer care representative placed me on hold for more than 15 minutes and eventually cut off.
Phone calls to the Croma store in Phoenix mall was equally futile.
I demanded an explanation and one of the senior team leaders connected me to the service centre and after repeated calls, the Air con unit was delivered on the evening of 26th Feb 2015. The service engineer struggled for nearly 3 hours and still, could not get the unit to work. He said there was a fault with a coil, which begs the question, what did they do at the service centre for 3 weeks? This is a brand new AC, which is about 3 months old!
The service engineer had no clue as to what was wrong and had the audacity to state that one should expect such defects in manufacturing occasionally!
I refused to accept a faulty piece and went to the store for a replacement on 1st March 2015. I spoke with Mr Santosh, the store manager of Croma (Chennai Phoenix A097) who refused a refund or a replacement. He said he would contact his “seniors” and get back to me. I contacted him on the 3 March 2015 at 1010 hrs. He told me it was my fault for not using the AC regularly and that as a result there was a defect in the coil. He said I should have switched on the AC regularly to ensure that it was in working order! I reminded him it was winter and it was a brand new AC. He said he was willing to replace the compressor as a “concession”, although the defect was only with the coil. When challenged, he refused to give any written statement and said the service team commented about the need to switch the AC on regularly and that he was merely quoting them. Mr Santosh went on to say that one would expect to find a fault in 1 in 10 AC which he quickly changed to 1in 100!
I protested, I was sold a defective product and he said it was not his problem and that I am free to contact the consumer court if needed.
When asked why the coil defect was undetected when the unit was with the service team, Mr Santosh replied that it was my fault to have rushed the service team into delivering the unit.
Out of sheer frustration at the level of inefficiency of Croma staff and service, I agreed to the replacement of the compressor. The Unit was finally delivered and installed on 6th march 2015, more than a month after the initial complant.
Knowing Croma now, I wait to see how long this will work!
The Unit was brand new and came back looking old with scratches and scuff marks. The vents are not working properly.
On May 6th 2015 the AC malfunctioned again. I logged in a complaint. A service engineer visited and said that there was a gas leak in the AC, again. I contacted the Store manager Santosh ( Phoenix Croma A097) who pretended not knowing me. He eventually acknowledged. He said it was not his problem that the AC is malfunctioning! He said I should contact the service team. He refused to give a replacement and refused to give a written statement to that effect. He said it was not his problem and that I should take it up with the higher authorities.
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