| Address: D8,Tower 4, Type 5, Kidwai Nagar East, New Delhi |
BEFORE THE HON’BLE INDIAN CONSUMER COMPLAINTS FORUM, NEW DELHI.
COMPLAINTS
Sir,
Haier enjoys a great reputation and goodwill in the market. However, my experience with Haier Refrigerator Model: HRF 663ITA2 purchased on 27.04.2010, from Garg Agencies. 123, Nai Basti, Ghaziabad, UP-201001, post occurrence of problem in cooling system, first reported in April’20, has left me and my family utterly disappointed. I am constrained to express my displeasure and resentment at the quality of service and delivery of defective Cooling system of refrigerator by the service centre of Haier, over last 2 years.
While the Refrigerator is 10 years old, when the problem occurred in April’20 and out of warranty. I believe that this occurred because of a design flaw in the Refrigeration system and I am asking that the company cover or share with me the cost of the replacement. I have enjoyed using this Refrigerator, but also taken good care of it, performing all recommended maintenance, keeping it meticulously clean.
The problem with the refrigerator working remains the same since April’20 i.e for almost last 2 years. The main trouble started in the freezing section of the refrigerator. Its observed that after an irritating service, the cooling starts degrading after two weeks time in the freezer unit and then in the Refrigerator unit. The pattern of reduced cooling remains the same over last two years whenever any corrective action is performed and as a consequence, on date the Refrigerator is un-functional.
In March’20, we returned back from an official assignment in Europe and by end of March’20 we observed functional problem in the mentioned Refrigerator. All the costly food products got wasted along with medicines.
The problem of reduced cooling was first observed in April’20. Upon filling the Gas, the problem used to be resolved momentarily but used to resurface on 14th /15th Day i.e the Cooling of the Freezer unit used to reduce and then eventually this used to adversely impact the cooling of Refrigerator over next 5 -6 days.
The interim process of performing corrective action, was mainly based on hits and trials by service Personal’s of Haier, right from Gas Filling to even asking me to get the Stabiliser Changed, which I used to follow obediently, but nothing changed the performance. Over a period of inconsistent performance and fluctuation in cooling, it adversely impacted the Compressor unit, whose performance also degraded. I was again asked to pay for a new compressor unit and Gas filling for the same, again re-assuring me, that the problem is resolved.
In April ’21, I suggested The Haier service team, that the refrigerator may be taken back to Service centre and kept for deep down analysis for atleast 20 -25 days as the same problem re-surfaces within 15 -20 days of corrective action performed. Unfortunately, it could be taken to Service Centre only in June ’21 and the delay was primarily because of Lockdown due to Covid 19 Pandemic. Probably Haeir Service centre vehicle wasn’t plying on the road. I had insisted that the product should be returned back after analysis of root cause of the problem and performing corrective action. I was in constant touch with the service team ( e.g. Mr. Rahul Verma, Mr. Ravi, Mr. Sharma ) during the period.
In June’21, the Haier Service Team again took my refrigerator to the service centre to identify the actual problem with the refrigerator once they gauged that the visiting Engineers/ Technicans failed to identify the problem. After keeping the Refrigerator for almost two and a half Months, in the service centre, I am constrained to express my displeasure and resentment at the delivery of my defective refrigerator from Haeir service centre on 04.09.21. I accepted the delivery when I received an Email confirmation from Mr. Rahul Verma, DSC Noida on 04.09.21 confirming that Refrigerator is working fine after performing Flushing actions, while Mr. Manjeet Singh, . BSM, Ghaziabad, through his email Dated 25.08.21 stated that he couldnot rectify the Refrigerator as they couldnot identify the actual problem and insisted on sending back the refrigerator from Service centre to my residence. So the two employees of the same company were on two different pages on the same problem. Once the refrigerator arrived at my residence from Service centre in September ‘21, to our utter shock, the same problem existed. Why was the Haier Refrigerator fraudulently delivered at my residence, is a matter of organisation’s internal enquiry? After a considerable delay and numerous follow-ups from me, on 10.10.21, a Trainer and an Engineer from Haeir visited for a deep root analysis of the problem. The Trainer identified the actual problem as Leakage in Internal condenser coil of Refrigerator, which can’t be rectified.
I followed whatever instructions were given to me over these last two years, right from Flushing, Gas Charging, to changing Compressor, sensors or even stabilisers. I obeyed all instructions. I have spent considerable amount of money and time in the process. Think of our hardships. I, my family and aged parents have spent two summers without working refrigerator, with so many costly food items becoming stale and not fit for human consumption. Even medicines stored for my aged father who is ill & is on BiPap Machine & was also admitted to Hospital for 3 weeks starting from 6th May’21 as his Oxygen level due to acute asthma had dipped down to SPO2 Level of 65. This, in addition to the precious time we lost in the rectification process and the harassment caused to the family.
Post findings of Haeir Trainer, the DSC Noida Manager on 10.10.21, proposed me best possible discount from his perspective, without actually quantifying it. I requested for the quote of the Refrigerator having the same feature of Ice & water Dispenser, the company said, the Model is discontinued and they don’t have any other Refrigerator with same features. On further pursual from Haeir, they suggested me to look for HRB 550 KS & when I enquired about the best price they will offer, Haier Team replied back that, the machine is out of stock. I have been pursuing Rahul Verma, Manager, DSC Noida since then and every time when I call to him he pretends to get back with details, by Next day. The Next Day is yet to come, in last 3 months. As on date there are no concrete proposals to compensate for my refrigerator, which can’t be repaired, the monetary losses I have incurred over the last 2 years towards its maintenance, Cost of the existing Refrigerator which Haier can’t repair, wastage of edibles and medicines, the hardships and the productive hour we have spent towards maintenance of the refrigerator.
PRAYER
It is, therefore, most respectfully prayed that the Hon’ble Forum may graciously be pleased to direct the opposites party to pay a sum of Rs.53, 000/- (Cost price) to the complainant on account of loss suffered due to non-repairability of machine or replacing a refrigerator with the same Dealer price having the same features along with payment of Rs. 15, 000 /- incurred towards maintenance of Refrigerator since April’20, payment of Rs. 20, 000/- incurred towards wastage of edible and medicines, along with compensation of Rs.50, 000/- towards suffering hardship and mental agony suffered by the complainant.
Any other relief which this Hon’ble Forum may deem fit and proper in the circumstances of the case may also be granted in favour of the complainant and against the opposite parties.
It is prayed accordingly.
Thanking you in anticipation,
Delhi
DATED:[protected]. COMPLAINANT
RITESH KUMAR (ADVOCATE)
Haier Appliances India customer support has been notified about the posted complaint.
