| Address: | Sarita Vihar, New Delhi |
His is to bring to your kind attention attention the extremely unprofessional and pathetic response by Daikin service team against my service request no 25886032, raised on 22nd of March 2022 for Customer Ref Id DEL[protected].Cx.
The product (1.5 tons window AC) was purchased on 11th April 2021 and is still under warranty but suddenly stopped cooling this season. Thats why I lodged a complaint with customer care number on 22nd of March 2022. I was augured that an engineer will visit the sit within 2 working days and resolve the issue. Since the product is under warranty there will be no issues in case of exchange or repair of any part of the AC as well.
But despite regular callas and follow ups the team kept delaying the visit and would assure the engineer will come today and then tomorrow and then today and so on so forth that disrupted my office schedule as I would often wait for their visit at home and not go to office. Finally the engineer showed up on 26th of March and told that the gas is leaking and he can't do anything. According to him any product within warranty is dealt by the specialist team and hence a separate team will visit later and mend the issue, which was quite frustrating.
Then again the circle of follow ups and calls and requests began as there was no response from service team for the visit by repair team. Somehow I caught hold of the concerned person who was supposed to visit from the call centre and he shows up on 27th of March 2022. Disappointment didn’t end as he told me that the engineer didn’t diagnose the issue properly and the main problem is of gas leakage because of some damage to the coil in the AC and it would need to be welded as well. The moment he came to know the product is in warranty, he declined to repair and insisted on replacement of the coil instead. I spoke to his boss and others in the team and requested to please repair if that’s a solution as heat is becoming unbearable and replacement will be altogether another round of follow up and waiting. But unfortunately the team left with no solution and told that the spare part will be made available my Monday i.e. 28th of March and the AC will be repaired on Tuesday.
It was only yesterday I called up again and got to know that the spare part is not yet received and will take few more day to be sourced and hence no certain time can be confirmed.
So, here I am. writing this long email with a heavy heart and utter disappointment as the my family and I are frustrated by Daikin’s service response in this time of the year.
With sincere hope I request you to please look into this matter and expedite the process or take necessary action at the earliest.
Key persons contacted so far:
Manoj Kumar : +[protected]
Jagdish : +91 [protected]
Shailendra : +91 [protected]
Inamul Haque : +91 [protected]
Request no : 25886032
Name: Swati Sharma
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