Panasonic — 1.5ton split ac - installation request - technician damaged outer unit

Address:	Faridabad, Haryana, 121008
Website:	www.panasonic.com/in

Dear manish sharma,

First of all congratulations on becoming the ceo & president of panasonic india. I believe it’s a result of your hard work and perseverance from 2008. I hope you take the brand to the next level.

I will take 10 minutes of your busy schedule to highlight how panasonic service guys (Glacier services, faridabad) has caused a life threatening scenario for my child, 20 months old and has damaged the panasonic product. All pics attached. Hope this raises an alarm for all your post sales initiatives.

My name is abhimanyu bhattacharjee (Ph no. [protected]), i own a panasonic 1.5 ton split ac bought from sargam electronics, delhi in 2015. I currently stay in faridabad. Since we shifted from delhi few months back, we had used panasonic to dismantle our ac unit. You can refer the ticket/call logs to verify.

On saturday, 1st april 2017, we raised a ticket for reinstallation. The ticket was directed to glacier services, nit faridabad.

After repeated follow-ups, we were sent 2 technicians (Sunny and manoj, ph no. [protected]) from glacier on 4th april, 2017 who were not even sure which agency they represent. They did not have a job sheet and without panasonic uniforms. They arrived at 11:30am and used our backside balcony to wash the outer and internal units.

They clearly looked unprofessional and it took them more than 5 hours to setup the units. We heard loud noises when the outer unit was being raised to the rack/stand.

The internal unit was by then hanging from the wall in our bedroom (Pics 1-4 attached). My wife raised an alarm with the guys since we have a 20 months old child. This is life threatening, however they ignored her request. Pics attached.

At around 4:45pm they said there is no gas left in the outer unit and will send someone to fill in. 2 new guys arrived at around 6:30pm (My wife and child left stranded with the whole house filled with dirt, mud for 7 hours now). The gas guy said there is no gas and will charge us inr 2400 for refill. Since the summers has come in early and our child too small to bear the heat, we decided to accept the filling charges. The earlier guys had stated that only 25% needs to be filled for around inr 1000.

The gas filling guy now said the aluminum condenser has been damaged which was clearly visible from outside (Pics 5 and 6 attached). Throughout the first 2.5 hours of the washing i was standing with the first 2 set of ac guys and there were no damage. This would have been caused when the ac was being raised to the rack. We said this to the gas filler and he said, “kisi ka bhi galti ho, theek aap hi ko karwana padega”. He left for the day.

Today april 5th, 2017, i called birender (Glacier services; ph no: [protected]) i believe he is the main supervisor. I briefed him about the incident and he stated they used some other vendor for installation and that is why they might not have been equally skilled. He said he sending a senior guy (Mr. Naresh yadav, ph no: [protected]) to inspect. The guy turned up and said we have damaged the condenser and we need to pay them to get it exchanged. He accepted the - other guys who came in where unprofessional and did not do the job well.

As it stands i am being asked to pay for the condenser (Pics attached of the damage) which was damaged by panasonic service guys.in addition to this my child has been put at risk with the hanging internal unit since mr naresh would not do anything unless we accept the proposal to replace the condenser.

When asked for the job sheet, he said he will not fill the job sheet, left blank and will give it to the agency (Glacier) to fill (Pic attached).
The agency has no clue of what happened and who was their at our house to do the initial installation; they said we will have to pay because we have damaged the condenser, which is not true. After spending 4 hours the intial 2 guys didn’t even utter a word about the damage, they just kept on repeating, we will need to refill the gas.

Mr sharma is this what panasonic stands for when it says, “a better life, a better world” by endangering children lives and making unusual claims. I need an immediate attention to get the ac up and running. Panasonic is liable for the damage done and will need to get the condenser replaced and refit the interior unit.

I have never imagined and have never faced such pathetic post sales service. Very disappointed.

Regards,
Abhimanyu bhattacharjee