Urban Company — Air cooler repair from Uban company

Address:

Gurgaon

Air cooler repair case
i wrote below in email to uban company

-Urban Company,
[protected]@urbanclap.com

Chronology

Date Events Comments
3rd June Air cooler Repair order was booked with Technician" Mohammad Shahbaj" Technician came to my place and advised that Air cooler's Fan Motor needs copper binding/Wiring needs to be replaced.
06-Jun Air cooler was revisited by technician Technician" Mohammad Shahbaj" was paid Rs 950 for fiting the cooler with new copper binding/wiring done in motor of Air cooler. Total Cost was 1449 RS.(950 +499)
02-Jul Sparking from cooler was reported to uban clap and was under 30 days warranty Technician" Mohammad Shahbaj" refused to come to check the issue. No help is received(I had called him)
03-Jul Case Manager assigned to the complaint No one called me for more than 1 month
07-Aug Case was marked as resolved Case was resolved by Uban clap without helping. They took more than 30 days to come back and this is already a breach of trust/Contract as they are advising a 30 days warrantly. I just did not receive a call in 30 day.And if you say someone called me then why did it take more than 33 days to resolve the complaint in your system. see 1st screenshot and 2nd screenshot.- i should get a Refund of my money Paid.
09-Aug Case was Re-opened Someone tried to give me a Missed call and just resolved the case.
11-Aug Case was Re-opened I again reopened the case
11-Aug Case was again marked as resolved Case manager was assgined and it was marked as resolved.- See 2nd Screenshot. Your People are not doing their job properly. They did not speak with me.
15-Aug New order was placed This time finally someone called and spoke with me. On request of escalation rep I booked a new service as the 1st techniciandid not help(Shahbaj had denied to help).
I was given an assurance that because I paid Rs 1449 I don’t have to pay anything for 1st level look/diagnosis. "Israt Khan" was the Technician assigned but he denied service as he wanted to be paid even for a 1st level look.(i did explain that i have already paid so much and it was under warranty). Technician denied the service.
19-Sep Again a new order was placed This time from Escalation department "Ashmita" called and convinced me that she would take care of the issue. I explained how I felt frustrated as everytime a new person calls me from the department and has no background knowledge of the case. Still on her assurance that someone will come and have a look at the Air cooler (which never happened post i paid and was under warranty)i booked another order. (I did advise that i dont want to pay for the same thing twice and for a first level diagnosis/look i wont pay. She agreed.) I booked and a new technician "Jitendra Kumar" was assigned. But he also denied to my service as he also wanted to be paid for taking a look at the cooler.(Note- i told him its under warranty of 30 days service. I am again attaching the call Recording of the techie.) Gmail has limited options so i cannot send all other recordings.

22 Sep Email of apology from Uban clap Vishakha from Escalation department acknowledge the issue and apologize over email but again there is no help further.
11-Oct Escalation Rep called This Time today a new Guy from Escalation team call. He did not understand much and his communication/english was not Good.he did not do any background work of my issue and advised that my warranty was over. I asked him to count from 3rd of June(should be 6th June as that was the day technician closed the case ) to 2 July and he was not compenent to answer. Seriously its been more than 90 days now and Not a single person came to revisit my issue of Air cooler - Atleast some one should have taken a look( Technician" Mohammad Shahbaj" charged the money but never came to visit ) - This has been a horible experience and a lot of my time has been wasted.
I want a refund as:
1) its been more than 90 days no one even visited to check the issue and customer service /escalation department just does not take any accountability.
2) Air cooler season is also over now, its october. The issue was reported in July 2nd. Please initiate a Refund for Rs 1449.