| Address: | Mumbai City, Maharashtra, 400013 |
SRS[protected]
10th March 2017
Visited the Croma store at Phoenix Mills, Lower Parel, Mumbai for an intent to purchase a Split Air Conditioner.
Concerned Sales person - Salman and explained various units on display and the discounted deals available.
Finalized the Whirlpool Split Air conditioner and made an advance payment of Rs.10, 000. (Kindly refer attached invoice)
During the deal it was committed that balance payment was to be made on or before 24th March 2017 and delivery date was committed by Croma team as 2nd April with installation date as 8th April 2017. These dates were chosen basis my availability as a customer for taking the delivery and being available for installation. Croma team gave 100% assurance of the delivery and installation dates.
24th March 2017
Visited the Croma store to make the balance payment due on the product and also as committed by me ( Kindly refer attached Invoice)
Was again reassured by the onsite sales team - Salman that everything was in order and the deliver plus installation was scheduled as committed by Croma
I had to put in a request in my office to postpone planned business tour so that I would be available for the delivery and installation
31st March 2017
Visited the store for a confirmation on the delivery which was again reconfirmed by the Croma team
2nd April 2017
12:00 noon I receive a call from Salman - Sales Team Croma, Phoenix telling me that the delivery can not be made as committed due to certain logistical issues. As a customer, I definitely lost my cool and had a heated argument but was again informed and reassured that both delivery and installation will now happen on 8th April 2017 without fail and before 12:00 noon
8th April 2017
11:30 am and no sign of AC delivery. I have however received 3 calls one each on 6th, 7th and 8th April from Whirlpool service centre enquiring about installation. I had to inform them that prouct delivery is pending.
Several calls made to Croma Phoenix as well as Mr. Salman about delivery status but unfortunately no updates.
1:30 pm Whirlpool engineer reaches my residence for "installation" and is surprised to find out that there is no delivery yet.
3:00 pm - As a customer I have definitely lost all my patience and cant hold back any more. Had very heated arguments on the call with Mr. Salman and another gentleman who said he was the store incharge - Mr. Abhishek. All of them reassuring me that delivery would definitely be done.
4:00 pm delivery is finally done. But no one is able to explain on the delay .
Follow up again with Croma centre for installation.
6:00 pm Whirlpool reaches the site for installation and begins preparation as well as unpacking of the product. During ispection, he states that the "Swing Motor" on the Indoor Unit is missing meaning this is a faulty delivery or Dead on Arrival. Hence installation can not be done.
8:00 pm I am again on the phone with Croma store trying to understand what needs to be done now. I am told that a replacement will be done "soon"
18th April 2017
Daily routine since last 7 days - Call up Croma Call centre on [protected] - Listen to IVR, provide the service number SRS[protected]. As usual I am told that the concern complaint is in process and the store shall call back soon to update me. The store numbers go to the IVR and ask to wait with wait time of more than 15-20 mins.[protected], 05
Is there anyone who can actually tell me as a customer where am I at fault? What is the crime that I have done for which this mental harassment is being meted out to me or I have to resort to approaching a Consumer Court?
Most importantly, the Air Conditioner is being bought to make the Mumbai Summer bearable. Will it be delivered and installed in this Summer or the Summer of 2018, 2019 ?
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