Reliance Digital — samsung air conditioner, sales order# [protected]

Address:

Jorhat, Assam

My mother is a loyal and old customer of reliance. She always trust and have faith in reliance and expects a better service. She never thinks twice while purchasing items from reliance. She purchased an air conditioner, sales order# [protected] last year from reliance, jorhat, assam with the delivery note: [protected], date:[protected]. The total cost of the item was 43, 990.00 inr. The first servicing of the ac was done as promised after that no servicing was done. My mother called reliance and requested for the second servicing. She infact visited the store during the pandemic. And let me tell you she is a senior citizen. However they kept pushing back due to the pandemic situation. We also understand that during these tough times of covid 19, it is not an task to accomplish. Now the ac is completely of no use since it is not able to cool the room. It has lost its cooling effect.

Now reliance wrote me on an email stating that "as per records checked in system by service team samsung ac date of purchase 13.06.2019. Installation was done on 19.06.2019. After that no service call at toll free which is the basic protocol to register in system. Since the set is out of warranty now, samsung has given the estimate of rs. 2500 /-for service" according to reliance my mother did not follow protocol.
My question is what did reliance do?
1. Late logging of complaint!
2. Complete ignorance of complaint even after multiple requests!

I have few more questions that i failed to get a response from reliance

1. What kind of ac is being sold at the cost of 43, 990.00 inr that does not last even for an year?
2. Why was the second servicing not done, even my mother called reliance requesting for the servicing?
Why within a year my mother has to pay 2500 inr?
3. The reliance team got the ac installed for us, why was it not installed properly?
4. Why did reliance not checked the connections properly?
5. How could gas be leaked if it was installed by professionals / experts sent by reliance?
6. Why was the installation done twice?
7. What is reason for faulty installation?

Multiple complaints were made since march 2020 onward. These complaints continued in the month of april 2020, may 2020 and even in june 2020. My mother visited the store and made phone calls too. Why was the delay made by reliance?

Please get the problem fixed for her without giving her any more trouble. Entire summer she was with no air conditioner and its september now cant reliance have basic customer service to accept their mistakes and get things corrected? Why cant reliance put themselves in the customer shoes once and think what the customer has gone through! Never thought of such poor experience with a brand like reliance.

Regards,
Rianka