Dear Sir/Madam,
I am constrained to issue this final legal escalation notice regarding the defective Lloyd Window AC purchased by me on 02 December 2025 and the gross negligence, deficiency in service, and unfair handling of my complaint by your company officials and authorized service representatives.
Despite repeated complaints, continuous follow-ups, and confirmation by your own authorized engineers that the product is defective and non-functional, no satisfactory resolution has been provided till date.
Facts of the Case:
• Installation Complaint No.: [protected]
• Complaint Registered On: 27 April 2026
On 05 May 2026, during the very first installation visit, your authorized engineers inspected the AC and categorically confirmed the following:
• The AC fan is completely non-functional.
• Internal condenser/plate fins are bent and physically damaged.
• The AC unit is not operational and cannot be installed/used.
The above facts clearly establish that the product was delivered in defective and damaged condition from inception, thereby amounting to supply of defective goods under the Consumer Protection Act, 2019.
Further, after the engineer visit, I received a call from Mobile No. [protected] on 08 May 2026 at 19:02 hrs. During the said call, the caller merged the conversation with ASM Mr. Lakhan Yadav (Mobile No. [protected]).
During this discussion, I was informed that:
• My original installation complaint had already been closed.
• A fresh complaint/ticket was allegedly created due to internal damage in the AC.
• OTP verification was requested and obtained from me on the pretext of processing/escalating the complaint.
However, after obtaining the OTP:
• No engineer revisited the site.
• No replacement/exchange was initiated.
• No official update was provided.
• Calls and follow-ups were ignored.
The above conduct clearly reflects:
• Deficiency in service
• Gross negligence
• Misrepresentation and customer misguidance
• Improper/wrongful closure of complaint without resolution
• Mental harassment and avoidable inconvenience to the consumer
It is pertinent to mention that the defect was identified and acknowledged solely by your authorized engineers during the first installation attempt itself. Therefore, the entire liability and responsibility rests upon the company and its authorized service network.
In view of the above, I hereby call upon your company to immediately:
1. Arrange replacement/exchange of the defective AC on priority basis.
2. Provide written clarification regarding closure/manipulation of the original complaint.
3. Initiate internal inquiry regarding the conduct of ASM Mr. Lakhan Yadav and concerned service personnel.
4. Share official escalation details of:
• Regional Service Head
• Zonal Service Manager
• Reporting authority of ASM Mr. Lakhan Yadav
5. Resolve the matter within 48 hours from receipt of this email.
Please take notice that failure to resolve the matter within the stipulated timeline shall compel me to initiate appropriate legal proceedings against the company and concerned officials, including but not limited to:
• Filing complaint before the Consumer Disputes Redressal Commission under the Consumer Protection Act, 2019.
• Filing grievance before National Consumer Helpline (NCH) and CPGRAMS.
• Seeking compensation for financial loss, mental harassment, unfair trade practice, and deficiency in service.
• Producing all documentary evidence including invoice copy, photographs, videos, call records, engineer observations, complaint history, and communication records before the competent legal authorities.
This email may be treated as a formal legal notice prior to initiation of appropriate legal remedies available under applicable laws.
You are requested to treat the matter with utmost urgency and seriousness.
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