Havells India — 2 Split AC Units

Address:

Bangalore

We were supplied with 2 split ACs in August 2021 by one of Havell's authorised dealers (Khushi Technologies of Bangalore). Both ACs stopped cooling shortly after installation. For several months, we coordinated with the dealer who would come, refill gas and attribute the problem to random issues (monkeys in the vicinity, outside units not bolted down etc.) We took each advice and implemented. In the process, we created concrete platforms for outside units, fabricated protective casing for the outside units and all exposed parts. The problems continued and at this time the dealer stopped responding to our calls. Mr. Vijay, the MD of Khushi Technologies too has stopped answering our calls.
We contacted Havells. After their technician assessed the situation, he told us that the ACs delivered were defective since there were old oil leakages inside the units.
Since then both the dealer and Havells service team has been unresponsive. We raise complaints and escalations through official channels, that Havells team cancels without our authorisation or any intimation to us. Mr. Vignesh (Dep. Manager) refuses to listen to us or talk on the phone. He doesnt respond to text messages or answers his phone. Ms. Ramya once called and told us the units will be replaced, but now has stopped responding to our calls.
When I asked Mr. Vignesh for contact details of his superior (Mr. Bipin Shetty or Mr. Subramaniam) to escalate the case to, he refused to share the details with us.
At the time of checking the ACs, the Havells technician had removed both units from the walls and placed them on the floor. They remain in the same position for months now. (Photos attached)
Both units are within warranty but our only option now is to scrap them and write them off, and buy new ACs of another company.
Dismal experience from Havells and it's dealer Khushi Technologies. Their fancy customer service app or e-waste program are of no use if their back-end is broken and their employees have no regard for the money paid by their customers. Strongly recommend not to buy anything from Havells.