Lloyd — Complaint Regarding Unethical Service Practices and Misleading Diagnosis Complaint No. [protected]

I am writing to raise a serious complaint regarding the service provided by your authorized service engineer under Complaint No. [protected].

Initially, I registered a complaint because my air conditioner was not working. During the first visit, your engineer inspected the unit and informed me that the PCB board was faulty and needed replacement. Since the product was under warranty, he assured me that another engineer would visit within a few days to replace the PCB.

A few days later, another engineer visited and replaced the PCB board. After the replacement, the outdoor unit started working properly. However, immediately after completing the repair, the engineer informed me that there was no refrigerant gas in the AC and insisted that the gas needed to be refilled at a cost of ₹2, 600.

I found this diagnosis suspicious because the AC had been functioning normally just six days earlier, and there had been no indication of any gas leakage before the PCB replacement. When I questioned this, the engineer warned me that if I got the AC checked by any outside technician, my warranty would become void. While I understand the warranty policy, I felt that I was being pressured into paying for an unnecessary gas refill.

I refused the paid service and asked the engineer to leave the AC as it was.

The very next day, I requested my regular AC technician to inspect the unit without refilling any gas. Upon inspection, he discovered that the valve had been left closed by the Lloyd service engineer during the PCB replacement. Once the valve was opened, the AC started cooling normally without any gas refill. This clearly proves that there was no shortage of refrigerant gas and that the paid gas refill recommended by your engineer was completely unnecessary.

I am extremely disappointed that an authorized service engineer from a reputed company like Lloyd attempted to mislead me into paying ₹2, 600 for a service that was not required. Such conduct is unethical and seriously damages customer trust.

I request Lloyd to:

1. Investigate this incident thoroughly.
2. Take appropriate disciplinary action against the concerned service engineer.
3. Provide me with a written explanation as to why I was advised to pay for an unnecessary gas refill.
4. Ensure that such unethical practices are not repeated with other customers.

I expect a prompt response and appropriate action regarding this matter. If I do not receive a satisfactory resolution, I will be compelled to escalate the matter to the appropriate consumer grievance authorities.