Grahakseva.com — Faulty AC not replace as par policy

Sir/Mam,

We have ordered LG-Split-1.5ton-4 star AC-model-PS-Q19RNYE on amazon.in on 18.09.2022, Order no #[protected]. At the time of ordering the policy was replacement of the unit if there was any manufacturing fault.). Also order for installation Ordered no:#[protected], (AC installation by LG - Chargeable by brand INR1504+stand Rs749, Job no-RNP[protected]. This was need as family member was sick and season temperature was high at item ordered)

Unit was received on 24.09.2022 and installed on 25..09.2022. At the time of installation the unit was found faulty. LG-technicians person has submitted a report on 01.10.2022. (that also after multiple follow up calls to LG. During this 10-15 days time Amazon does not know the status of the unit. Also no phone or email provided of seller DAWNTECH ELECTRONICS PRIVATE LIMITED, Bhiwandi, Thane, Mumbai, Maharashtra, 421101, nowhere seller come in loop)

We have informed Amazon that due to all this problem, take the unit back and make a full refund (talk on 01.10.2022). Company informs that they have a replacement policy, if we agree then the process can start. Due to the high cost we thought for one day and called them for replacement.
Then the company looked into detail and informed us that due to the item cost more than Rs20000 it will take some time to make a decision. We call them again, then the company informs us that only a return is possible due to the non availability of the item. Also stand cost will not be refunded(Rs870), only installation charges will be given(Rs1150).
Then we inform (on 10.10.2022) that the same item cost is on this date increased around Rs2000 and non useful stand loss adds loss to us. At the end, the company agreed for full return of the amount but not replacement.

Summary:
1. Items were not received when needed (summer season and medical requirement).
2. Phone call for closing the issue and getting a refund. (average 3 calls daily and hold/talk time 15min to 45 min). (ordered on 18.09.2022 and refund on 18.10.2022). Time loss.
3. Loss of price due to escalation in price, fund block for one month and lots of calls.
4. Committed replacement policy changed after purchasing the product and without informing customers.
5. Company is not arranging immediately for replacement and return for large amounts of product. Also two way communication did not take place by email for record proof.
6. It is strongly required that the seller's (channel partner like Amazon) active contact number and email should be mentioned on the invoice which must be answered by both.

All authorities are requested to look into and do the needful at the earliest for customer problem resolution.

Ahmedabad-380015, Gujarat.