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Aug 31, 2020
Mitsubishi Electric India Customer Care's response Dear Sir/Madam,
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Customer Service |LE Division
MITSUBISHI ELECTRIC INDIA PRIVATE LIMITED
2nd Floor, Tower A & B, DLF Cyber Greens,
DLF Cyber City Phase III, Gurgaon - 122002, Haryana, India.
Toll Free No:[protected] | Website : https://www.mitsubishielectric.in/
Sep 29, 2020
Updated by Chackoka Apparently as a result of the complaint, a team of technicians from Mitsubishi and Optcool evaluated the air-conditioning (AC) units in our apartment in Sacramento, Yacht Club Enclave, Cochin, on 10 September 2020.
Basically, we both reiterated our previous stands. Mitsubishi maintered their original opinion of proper efficiency depending on the technical parameters. They pointed out in their report, “the ACs are working at its Optimum capacities.” (Please see below.) They seem to miss my point, which is that the rooms are not comfortably cool. Period. The AC units’ full-capacity working is not relevant; cooling of the room is. The people in the room should feel it. To me the rooms felt anything but cool.
Even the technicians agreed that my eyeglasses were fogging in the room. In an adequately cooled room, the glasses should not have fogged. This practical point is easily reproducible, without technical jargon, in front of anyone, even in a court of law.
One of the technicians at one stage told me that the room was not cool because I opened the door. Paradoxically, if opening the door effected the temperature, it should have cooled the room further, because the door opened to the cooler living area.
Regarding the star rating of the AC units, we were not informed that Star 3 units do not cool the rooms adequately.
I proposed a solution: replace the AC units in the three bedrooms with units of higher cooling efficiency. The cost is negotiable
I am waiting for a possible resolution.
Regards,
K. A. Chacko, MD, DM(cardiology),
G 328,
K C Abraham Master Road,
Panampilly Nagar,
Cochin 682036
+91 [protected]
+[protected]
[protected]@gmail.com
Reply report from Mitsubishi and Optcool:
Greetings from OPTCOOL, Optimum Cooling Solutions.
Based on the complaint registered by you at Mitsubishi headquarters, following people had a detailed inspection of the case on 10th Sep 2020 at 4.30 pm.
1. Binu from Mitsubishi Electric
2. Sadasivan from Mitsubishi Electric
3. Shibil from Mitsubishi Electric
4. Remesh from Optcool(Mitsubishi Authorised dealer)
The team had switched on all the ACs at 4.35 pm and had waited for 25 minutes to see the cooling effects in the presence of client. Ambient temperature at that time was 30 Deg C. Our observations at 5 pm were as under.
1. Temperature reading in a digital thermometer was 21 Deg C in the living room
2. Temperature reading in the same digital thermometer was 22 Deg C or 22.5 Deg C in all other rooms
3. Temperature reading in the same digital thermometer was 22.5 Deg C in the Smallest room(were the client claims the cooling effect is worst)
4. Off coil temperature reading in the same digital thermometer was 11 Deg C in the Smallest room(were the client claims the cooling effect is worst)
In view of the above, Mitsubishi team has informed that the ACs are working at its Optimum capacities and the working parameters seems to be fine inline with the industry standards. It is a standard practice that ACs are always designed considering pull down time of approximately 30 to 45 minutes for comfort applications.
Another major observation, Mitsubishi team could point out is that the units used in the Living area are 5 star types and in all the remaining areas, it is 3 star types. At the time of finalisation of the units, both 3 star and 5 star options were quoted to the client and a combination of 3 star and 5 star was finalised with client's discretion. 5 star units are better in performance compared to 3 star units which is the reason for better performance of ACs installed at living areas.
In view of the above, Mitsubishi once again reinstates that the performance of all AC units seems to be alright during their inspection of these units.
Oct 25, 2020
Updated by Chackoka Before I go to the specific points, I would stress one point: You are approaching this job as if it is a new work project. It is not. Please remember this is an upgrade job made necessary by an inadequate / imperfect / faulty installation. The terms have to be formulated on this basis.
From the beginning you had been insisting that the AC units were perfect on the basis of “industry standard” and “measurements”. You gave silly explanations – lack of furniture, lack of window curtains – in addition for the possible lack of cooling. Yet when I persisted the Mitsubishi technician came and readily detected a defective part in one of the units and ultimately replaced it. That much for your “industry standard” and “measurements”.
I wanted you to measure the temperature not just at the AC unit vent, but at different locations. You continued your practice After a couple of times I just gave up.
During one of the inspections the technicians filled the gas too.
The bedrooms were not cool, irrespective of the temperature measurements. You also noted that my eyeglasses fogged when I walked into one of the bedrooms from the more efficiently cooled living area. What more measurement do you need to find that the cooling was not adequate?
Customers do not use a thermometer to decide if the room were sufficiently cool. Neither does they refer to the standards. It is the feeling of comfort that matter. I am glad you accepted that cooling is a perception. That is lacking in those bedrooms. I had been trying to tell you that.
I accept your view that changing the AC units’ capacity involves major hazardous civil work. Yet I do not condone your initial calculation and recommendation. The calculation you are writing about now should have been carried out before the initial installation.
It is a question of perception. I and my family are not satisfied with the cooling you are providing. We are stressing and trying to correct this simple fact. I stand firm on my original assertion that the price difference should be brought down.
That is exactly my point. At the completion of the work, you may not be able to convince me about the additional expenditure claimed to have incurred. Please remember that this is not a fresh work. Sorry, the cost estimate has to be up front.
This simply means that you should be careful to avoid damage to civil structure. During the initial installation you did damage the living-room wall. We had to get it repaired. That is no longer possible. If your workers make any damage, you pay for it.
We had already paid for the gas charging. It is not reasonable to pay twice for one work.
The answer is the same as to my answer for point 4.
You see the labour charges as “actual cost”. But I have already paid the actual cost already. Why should I pay twice?
These points still hold good.
Incidentally, I might tell you another issue, unrelated to the Mitsubishi AC units under consideration here, but involving the Hitachi AC unit you installed in our house in Panampilly Nagar simultaneously. It stopped working this week. The Hitachi technicians found that the TEMPORARY SWITCH is not there. They opened the unit and ascertained that it was not set up at all. The paper work is not completed too.
1. A discounted comprehensive, all-inclusive estimate for the offered upgrade.
2. I will pay 50 % of that estimate before starting the work.
3. I will make arrangement to repair any damage to the apartment caused during the upgrade work.
4. The cost of that will be deducted from the remaining 50 % of the estimate, and the remaining amount will be paid on the day the work is completed.
I received an email message from the Optcool. This is reproduced below. My reply is pasted below that. That message remains unanswered.
Remesh OPTCOOL
Wed, Sep 30, 2:12 PM (12 days ago)
to me, Binu.PR, PN.Sadasivan, SajoAntony, Ratheesh
Dear Sir,
Greetings from OPTCOOL, Optimum Cooling Solutions.
We propose you to replace the 3 star Inverter ACs of all rooms to 5 star Inverter ACs for an improved cooling effect. Details of additional charges are as under:
BOQ for AC replacing works - 3 star to 5 star
Sl No Description Qty Unit 3 star rate 5 star unit Rate Differential Rate Differential Amount
1 Supply of MITSUBISHI make 1 Tr Hiwall unit -
Inverter 3 star unit with wireless remotes 1 Nos 37, 611.00 47, 900.00 10, 289.00 10, 289.00
2 Supply of MITSUBISHI make 1.25 Tr Hiwall unit -
Inverter 3 star unit with wireless remotes 1 Nos 42, 126.00 5 star units are not available in this capacity. Hence we will have to replace the piping as well. This may call for alteration of false ceiling etc. So please advise
3 Supply of MITSUBISHI make 1.8 Tr Hiwall unit -
Inverter 3 star unit with wireless remotes 2 Nos 52, 901.00 67, 900.00 14, 999.00 29, 998.00
4 Supply of MITSUBISHI make 2.2 Tr Hiwall unit -
Inverter 5 star unit with wireless remotes 2 Nos 79, 739.00 Not replacing
5 Additional labour for replacing the units 3 nos 2500 7, 500.00
Notes: 47, 787.00
Any items required additional to the above will be charged extra
Any painting works /touchup works required for replacing to be done by customer
All civil works and false ceiling works if required shall be excluded from our scope
Gas charging for longer pipe units will be charged @ Rs. 1000 per Kg
The site needs to be made available to us for carrying out this replacement. Tentative time frame required will be 1 week.
We await your feedback. Thank you.
Best Regards,
Remesh Ramakrishnan
MY REPLY TO THE MESSAGE:
K. A. Chacko
Sun, Oct 4, 11:01 PM (8 days ago) Reply
to Remesh, Binu.PR, PN.Sadasivan, SajoAntony, Ratheesh
Dear Ramesh,
Thank you once again for the message. I accept your offer, but with reservations.
1. First, I want an assurance from Optcool, and more important, from the Mitsubishi technical team on the following point:
Would this upgrade to 5 Star cool the rooms efficiently? Or is the “Tr”, which I assume is roughly the same as “Ton” (Correct me if I am wrong here.), adequate for each room? Specifically, does that need to be upgraded too? That is a critical point.
2. The price difference should be brought down significantly. After all, I had to spend hours and hours spread over several months to reach this point. You will recall that initially you continued to insist that all AC units were working properly. I had to doggedly persist to get a Mitsubishi technician to detect a defect in one of the units. It took several further visits to reach this stage.
3. Details of the additional expected items should be provided for consideration now. Sorry, no additional payment will be made at the end of the instillation.
4. Deduction for every maintenance / repair work, if any, should be made from the total cost.
5. I will not pay any additional amount for the “gas charges”.
6. Every care should be taken by the technical team to avoid any damage to the apartment. I will now remind you the damage to the wall of the living room made during the previous installation.
7. The labour charges will not be paid.
You should remember, and I want to stress, that this work is made necessary because of the inadequacies in the original installation, and not because of any fault of ours. We, the consumer, have already gone through considerable mental and physical distress. This should be born in mind when setting the terms of work.
Thank you.
Regards,
K A Chacko