Reliance Digital — samsung ac replacement

Address:

New Delhi, Delhi, 110018

Hi Team.

I purchased Samsung split AC from your outlet at D Block, Vikaspuri, New Delhi 110018 on 4th July, 2018 by paying INR 39000 in cash. The AC was delivered ay my residence before noon on 5th July, 2018. Same day, the engineers from your company came to install it at around 2 PM. After mounting the instruments they asked me to fill a feedback form as one of them had to go and install another AC. Though they did not show me that the AC was operational, I filled up the form so that their scheduled work is not hampered.
Things changed after that including the behavior of the engineers present. As it was raining outside, none of them leave for another installation. The sales person at the store had asked me to check for number 99 in the display which indicates that the installation was correctly done and AC has no defects. When I asked the engineer to show me that number, he said that the sales person was not technically aware and they often misguide the customers to sell the product.
Thereafter, the engineer set the AC on COOL mode (temperature 18 degree Celsius). There was no cooling. When I asked the engineer after observing for 10 minutes, he said that the AC does not cool while there is a rain as due to frequent fluctuations in temperature outside. He said that it will start cooling once the rain is over. After that both the engineers left while it continued to rain outside advising me to contact on the numbers given on the receipt they gave me for items used in installation. They did not provide any installation report to me.
The receipt was of ResQ Service. The contact numbers mentioned on the receipt was 64646217 & 64676831 and a mobile number [protected]. I tried to call the numbers as there was no cooling even after the rain had stopped. The phone numbers have changed and the mobile number was constantly out of each.
I tried calling the store. I narrated my woes and the person from your store who had received my call said that they will send another engineer to check it if an engineer was available. I wanted to complain about the engineers who came for installation and also demand for replacement. They gave me number of Mr Satish ([protected]). He was apathetic. He said that he cannot help as he was on leave and at his native place and he is the whole and sole who can decide on the matter and would only do after he returns to work. Nothing moved for an hour, no one picked my 4-5 calls made to the store. In the meanwhile I also called up your customer care and got a ticket opened for replacement. The ticket number was [protected]. Then I walked up the store at around 5:30 PM. When I threatened to narrate my incident to the customers present in the store, a manager (Mr. Pankaj) and tried to pacify me. He said that if there is any internal problem in the AC the AC will be replaced. An engineer was found and while I was in the sore he reached my residence to check the AC.
The engineer checked the AC. The AC would not cool. He opened up the AC and started repairing it. It took him more than an hour and half to complete the repair. I constantly asked him about the issue but he refused to give details. In the end he said that a wire was loose.
No reasonable person would believe that to tighten a loose wire, it would take more than 90 minutes. He did not provide any service report. He asked me to sign on a job sheet. I refused to sign the job sheet and mentioned in comments that the AC was defective and should be replaced.
Today, I received a message that the ticket [protected] was closed. I again called up the customer care and got another ticket opened ([protected]) and asked for replacement. I called up the store again. Mr Aman said that they cannot do anything till they do not have input from the technical team. I again pressurized them to give me a number who has the authority to decide. They gave me the number of Mr. Manav ([protected]). E gave a patient hearing and said that he was in Mumbai attending a work shop and get back to me in the evening. When I called him late in the evening he said that he will contact me tomorrow.

At around 4 PM today, I also called Samsung asking for replacement. The call was transferred to a supervisor who divulged very interesting policy. According to the policy, if a piece is installed and is not in the working condition but can be repaired then replacement will not be done. This was a fantastic revelation made by her. It means that a company can flood in the market with defective product and the product will be repaired after purchase and the customer will have to live with the defective piece. When I expressed my intention to seek redressal from consumer forum, she said that she would escalate the matter to Samsung headquarter and it would take 24 hours to get a reply from them.

Yesterday, my parents who are 80+ and 70+ and are not well could not rest for 7 – 8 hours, I had to miss doctor’s appointment and wasted my one leave aprt from putting my INR 39000 at stake and at the mercy of the doctored service report that may have been submitted by your engineer.

Please ask Mr. Brian Bade if it is acceptable in US or most of the European countries, or in Japan or Korea. Please ask him, is this the way to provide customer service. I want to reach him and find answers from him. If you can do it from my behalf, I would be grateful.

Anyway, I have two concerns.
1. When will the AC that I have purchase will be replaced?
2. What action Reliance is going to take against the erring engineers who came to install the AC?

My registered Phone number is [protected]
My registered email address is [protected]@yahoo.co.in
My work email address is [protected]@ge.com

Please reply on both the email addresses.

Thanks & regards,
Samir Jha