Dear Team,
Reg : Complaint against sub-standard 1.5 ton Windows AC and against cheating
behaviour of service mechanic
I reside in Delhi and purchased Daikin WAC-FRWL50TV162 1.5 Ton 3S 9054162 from M/s Pranav Electronics, D-95 Main Parwana Road, Delhi-51 vide Invoice No.57 dated 28.7.2021.
M/s Unique Air Conditioning Works, Krishna Nagar, Delhi-51 carried out 2 services – first on 14.32022 vide Service Receipt No.77897 and the Second on 8.6.2022 vide Service Receipt No.77235.
The AC stopped giving service in August, 2022 that is just after 12 months and a few days from its purchase. A complaint was lodged on 23.8.2022, the details of which are as under:
Ref id: DEL[protected] Cx id –[protected]
Air Conditioning Works –[protected]
A mechanic, Gaurav Kumar (Phone No.[protected]) visited our house and refused to look at AC without payment of Rs.650/-. On persuasion, he examined the AC and informed that the front Coil of AC had leaked and AC cannot be repaired without service charges and other charges.
Now, I submit hereunder the chronology of the events which have led to our traumatic experience:
• The front Coil leaked just after 12 months but less than 13 months period from purchase of AC. This shows poor quality of the product and nothing more could be added to it but a word “Sub-standard” Coil.
• The mechanic, Gaurav Kumar, (Phone [protected]) informed that the charges of the company are very high and he personally would charge lesser amount and install genuine parts of the company at lesser rates.
• He convinced us that such a practice is very common and they are able to arrange gas and parts through their sources and the customers have to incur lesser expenses for genuine parts so arranged by them.
• He also assured to take AMC for future at a reasonable charge.
• He examined the AC and informed that there was leakage from almost all the curves of the Coil.
• He charged Rs.2800/- from us for repair of the Coil and Gas and assured 3 months service in case of any problem.
• He closed the Complaint vide Complaint Code 14657992 Ref id 27233592.
• The AC went out of order just after 4 days from that day.
• Gaurav was informed over phone but he said that he was in Jaipur to attend a training and could not come. But he assured to send some other person. (his phone records will confirm and verify our many calls during that week).
• One Sukhman Singh was arranged by him who after examination of the Coil informed that the Coil cannot be repaired anymore and had to be replaced.
• He explained that being not a mechanic of Daikin, would arrange Coil from market only and fill the gas to put AC in order. Gaurav in the meantime stopped taking our calls.
• Sukhman charged Rs.5, 500/- from us for replacement of the Coil and filling up of gas. (But the Original Coil repaired by Gaurav was not handed over by us to Sukhman as it is an evidence of repair carried out by Gaurav) (It is still with us).
• The AC stopped working the very next day. Neither Sukhman nor Gaurav has responded our calls. Gaurav has been contacted today also but no response.
The Air conditioner is not working and you can well imagine the torturous experience we have been undergoing not only due to heat and humidity but also the behaviour and cheating on us by a representative of Daikin which is big name in the industry.
We request you to please look into all the major aspects of the complaint and arrange to get us some consolation/relief for reposing our confidence and faith in Daikin products.
Thanking you and assuring you our best cooperation,
Naval Arora
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I explained to her that I did not make any request but there is a complaint about the product and some other issues narrated in my e-mail. She insisted that the service request is there and either I have to accept it or reject it. On my request, she called another lady on the phone who also insisted on the same that either I agree to the visit of a mechanic or refuse it.
I made a few attempts to make them understand the issues raised by me in my e-mail. Both of them during the course of this conversation were not inclined to understand the spirit of my e-mail and got offended. I was told that I was free to talk to anybody about my issues but if I am refusing the paid visit, my request with them would be closed. Their language and attitude was unprofessional and insolent as if they have not been trained and sensitised about the problems of the customers.
Ultimately, I received an SMS "Daikin Customer, Cancellation proposed for ref. DEL[protected], Estimate not approved, if not agree pls notify within 48 hours." This message substantiates my submission that they insisted on payment of visit and other charges. As for their behaviour, it was highly disrespectful and unprofessional.
Under the circumstances, I fail to understand whom to approach and how to get relief from M/s Daikin.
Regards,