[Resolved]  Symphony — Poor service on replacement of cooling pad

Address:	380054
Website:	www.symphonylimited.com

I would like to draw your attention towards my complaint. I logged a service call to fix the water spraying issue and replacement of honeycomb pad of my symphony diet 22i cooler on april 10, 2016. The nearest so called pathetic authorised service provider called kashyap sales and service, said will try and send someone on the same day which they did not. On april 11, a guy named rahul with his phone number [protected] came with a fresher and replaced the pad and charged 300 for service and 359 for the pad. While calling this pathetic centre a girl picked up the call and told me that service charge is 300 and for the pad it will be 500. I kept telling her that while placing the service call on the ovr it clearly says that charges for the replacement of any parts will be as per the spare parts list from our website. She kept arguing about 500 rs stating that delivery happens from ahmedabad and we have to pay all those charges hence you are entitled to pay that. Anyhow the guy did not charge me extra but damaged my cooler and messed up something with the motor. On april 12 morning the cooler was turned off on its own and me along with my parents did not realize it at that moment that it got turned off on its own. I went to office and then came back in evening, while trying to turn it own. It did not work, hence; i called up the service centre people with the numbers they provided. No one picked up my calls for 4 days. Yesterday evening a guy named pramod kumar, answered the call and spoke for a minute to hear what i had to say about my problem and then hungup up on me without listening to the complete issue. I kept calling him after that but he never answered. Finally i called up a landline number mentioned on the service call receipt and the same lady picked up and handed over the phone to a guy named deepak, who said that promod is not here and no technicians are available at that late evening hour. I understood the situation but asked when can the technician come and check the issue. He said tomorrow before 10 am they will be there, surprisingly no one came, i called back and i was told that before 11:30 am the technician will appear. Finally the technician named anand who is again not a professional enough along with a helper who is again a fresher named madhur, which anand told me on my face came and starting opening the pcb box. He without checking told me that the fuse is gone and needs to be replaced but he does not have a new fuse. Then he said i can try and do some workaround by using a copper wire to make it work as a fuse which he did and asked me to turn the switch on by plugging in the wire in an electronic board. The moment i turned on the switch, an explosion happened with a loud sound along with smoke, which damaged the pcb and tripped my house's mcb box. Luckily mcb box was installed in my house, else it would have caused more damage to my entire house's wiring system, god knows may be caused fire too. He again did something on pcb box and asked me to turn on the switch, which i did and again the same explosion happened. Then he said the pcb box is also gone and the company has stopped making this one. I can again try and give you a work around by making it direct system but the remote wont work. Basically, it will on start and turn off from main switch. I said i am not okay with that and he should fix it properly. He said let me try. He opened all wires and connected them directly and asked me to turn on the switch, third time the same explosion happened. I was totally pissed and asked him why the hell is he messing up with the entire thing when he does not know how to fix. He should at least open the back panel and check the wires from inside, they might be touching each other or something, which is causing such issue. He then asked the new fresher to open who did not even know how to completely open the box and almost damaged the body of the cooler. I had to tell him that he has forgotten to up all bolts and then he opened the last one and again with a screw driver he opened the back panel improperly which made the plastic body to get damaged. At that moment i lost it. I told him to work properly. He said you do not know about these things and hence let him do his job. I kept quite with anger at that moment. To my utmost surprise, he then showed me and told me that the motor is gone and damaged and infact the plastic piece holding the motor is melted, which could be due to water must have came near to the motor. I told him that the last technician did not do his job correctly and left the black cover over the motor loose, and told my mom that aunty let it be like that and more than that i cannot do much to stop the water coming out from the front air panel. My mom did not say much at that time but told me about it and i ignored it as the cooler was working fine on april 11 at least. The worst part was that even after knowing that the plastic has melted and motor is not working, he again did something with the wires and asked me to switch it on three more times, the same process repeated and the same explosion happened which caused more damage to the entire machinery system of the cooler and left me with nothing but a messed up cooler. I then lost all my control and asked him to fix it or get it fixed as it is all their fault due to no knowledge to fix things and poor service to make the customer pay and increase their business. He then called someone in his office, which turned out to be the same lady who handed over the phone to pramod kumar, and i finally spoke to him about it in details as what all happened. He then promised me that he will make sure that the cooler is fixed and he will personally visit my house along with the culprits. He told me by 5 pm today he will be at my home which he is ofcourse not visited and hence i am writing my complaint here as symphony does not have any other way to write a complaint. I now want symphony a good brand that i thought but its not, to take an action against such poor service centres that they have taken to provide servicing and replacement of parts to be serious on this complaint and take necessary actions against this firm which does not know how to provide service and putting the company's name in dust. I am waiting for a response at the earliest in next 24 hours,