Snehanjali Electronics — Mis selling

Address:

Thane, Maharashtra, 401209

I would like to bring to your notice that we purchased a 1 ton Carrier split AC on the 4/4/16 and since the first day we have been facing cooling problems with it.

We had informed the seller (Snehanjali - Nallasopara -West) about it . They came to check it and confirmed that its working fine despite of the fact that it doesn't give cooling as expected. Our room where it is installed is a 10 by 12 room. The technicians from Carrier also came thrice to check the fault and did everything in their capacity from topping up the gas to completely changing it. However, nothing worked. The room temperature maximum touches 22-24 degrees even after keeping the AC at 17 degrees for about 1 and half hours.

We are not at all satisfied with this AC. It is very disappointing that after trusting this brand, we are not getting the value for our money. The seller gives vague reasons saying that it is because of the temperature rising so high during the summer season, we are not getting the expected cooling. I believe you buy AC to keep the temperature low during summers. They even said that we didn't tell them while buying the AC that our flat is at the top floor, otherwise they would have given us a 1.5 AC. However, we are very much sure that we did inform them about it. They cannot sell anything without asking the customer about his needs considering the fact that it would be a big hassle for the customer in terms of cooling.

The salesman (Abhay) and the floor manager (Faiz) agreed to the fact that we had informed them about our room area and that we live at the top floor, after visiting the store thrice or four times. However, the salesman came up with other excuse that we had told him that we were satisfied with the 1 ton AC as our neighbor also has 1ton (other brand ) AC and it cools fine. We did tell them about our neighbor's AC after our 3rd visit to the store not while buying the AC.

The store manager later agreed that it is their salesman fault and he should have sold us a 1.5 ton AC. However, he said that it is not in his limit to have the AC exchanged for a 1.5 ton AC and you will have to go to the Head office in Mira Road and speak with Ashok Patil (Customer Service Manager) about this.

We went to Mira Road office and spoke with Ashok Patil and one more lady manager who looks into replacements. They both listened to us and also called Faiz in front o[censored]s, who agreed over the phone (speaker phone) that it was their salesman's (Abhay )fault. The lady manager then went to speak with the Head of Snehanjali (Kanhaiya). She explained the matter to him and came to us saying that you will have to sort this with Faiz the floor manger and they won't help us. She then again called Faiz and put him over the speaker phone and then Faiz said that they are saying that they will cut the AC cost from his salary as the AC is already installed and they won't be able to sell it again. He (faiz) said that you can sort this legally but I won't b be able to help you. The lady manager and Ashok Patil asked us to leave and told us they will speak with the head (Kanhaiya) once gain and asked us to give them 2 days time.

We then got a call from Ashok Patil and he told us that the lady manger has spoken with the head and he is not ready to exchange the AC for a 1.5 ton AC. Till now none of these phone conversations were recorded. We later (my brother and me) installed call recorder on our phones and then again called Ashok Patil to have him agree on the call that it was their salesman's fault. He has agreed their salesman's fault on 2 phone conversations with me and my brother.

I have also attached these phone recordings along with this email.

We have come to you as we are not getting help from either the seller or from Carrier at all. The Carrier contact center is a complete waste of time. They just know one thing to do i.e sending the technician to check the AC. They are saying that you have to speak with Snehanjali about it as they installed the AC and not the Carrier people. When the Snehanjali people had come to install the AC, even they came to know about our room area and that we live at the top floor. When we told Snehanjali about it, they said that these technicians don't know much about it, however, they agreed that those techinicians were working from years at Snehanjali. The Carrier technicians also said that Snehanjali is not allowed to send their people to install the AC and you have been cheated in this. We wanted the AC to install sooner and so they said if you want the AC to be installed sooner, we can send our technicians. If we knew that they were not allowed by the Carrier people to install the AC, we would have said no in the first place.


We believe that we have been a victim of complete misselling and we should get our AC replaced with a 1.5 to ton AC from the seller (Snehanjali), for which we are ready to pay the price difference. Please help us get justice. We have heard a lot about you and hope that you will sort this for us.

Regards
James Patel

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