Vestar Ac — Poor and fraudulent customer service on the Product

Address:

Mumbai City, Maharashtra

Hi I purchased an Air conditioner from Vestar Ltd on 31 March 2014. Just after completion of one year (and warranty also) Ac started giving me a problem on its cooling. i have raised a call for product service and logged a call.Their reply to it was as Product is out of warranty you will be charged as per the regular service charges which was ok to me &agreed also. So they placed service call with call ID MUM [protected] on 9April 2015 and sent the Service engineer on 10th April. He charged me Rs 500 as a service charges and did nothing but to tell me that AC has a problem of Gas Leakage and PCB, he needs to take my machine to his service centre for further repairs and will come in couple of days to take the machine and will give me estimate of cost also. He came on Wednesday 15 April to take my machine and told me that GAS and PCB problems both will cost Rs 4000 to get resolved. agreed to it, asked Rs 2000 as advance which I gave and gave me receipt of 2000 received and 2000 pending which i was supposed to give after completion of work. He promised me that he will get the repair work done by Saturday 18 April. I didn’t had any response till Saturday from their side. On Saturday morning I have called them and they told me tht they will confirm the timing of delivery in 1 hour . After no response in 1 hour again i called the guy (service engineer who came to my house) . He gave me his office number and asked to talk with his Boss nameMr.Tukaram. I called Mr Tukaram and he told me totally different story, he told me that there is no problem in PCB but there is problem in Fan motor (it is really surprising that how come they have not discovered the problem at the time of service inspection or during the two days at their service centre when my AC is at their place) They demanded me additional cost of AC fan motor which i refused and asked them to bring my machine back. He told me that as this close of business hours on Saturdays he will return the Ac on Monday. I kept calling on monday and never had satisfying answer nor the delivery. On Tuesday i got the call from Mr.Tukaram that they will return AC but as they have did the Gas refilling it will be difficult for them to refund the advance money and will be loss for them financially as well. So just to make sure that nobody suffers from loss i asked them to quote a revised pricing of Fan motor . Mr. Tukaram did so on Wednesday 22 April, he told me that it will cost me total 5000 including fan motors work. Again i agreed to it and agreed to pay Rs 3000 on receiving the AC. Mr. Tukaram promised me that he will get it done by first half of Saturday 25 April 2015. Again till saturday i had no reply from their side. I called them on saturday morning again, Mr tukaram told me that he will tell me the timing of delivery in one hour . I never got a call in one hour. At 1 P.M. i again called Mr. Tukaram to know the time of delivery, he replied that he will call me from his side soon in annoying manner. I said ok and kept on waiting in home ( i had to go to doctor for my mothers check-up but i couldn’t go as he was supposed to come) After waiting till 4.30 and wasting my entire day called Tukaram at 4.30 again, at that ime he told me that the work is not done yet and it is not possible to deliver the AC till monday . ( Again it is surprising that how come he is notaware that work is not done before making commitment of saturday, moreover it s also surprising that getting fan motor repaired taken that much time) He wasted my time and gave me metal suffering as well. By the time is is almost 10 days that i have given my AC and advance money but not got the work done. Moving on, in Saturdays call Tukaram promised me to get the AC done till monday otherwise he will return the AC. kept waiting till monday but i never got a call from them on monday also . At monday evening tried calling Tukaram but he never picked the phone. I again tried calling also on Tuesday morning to afternoon but nobody picked up the call at their office. At around 3 in noon called the Customer care number of Vestar and told the story to their Customer service executive. That lady placed a Conference call with one senior guy from vestar whos name was pramod ( not really sure of name) and he introduced himself as regional Manager of service. told entire story to him and he promised me that he will resolve the issue till Wednesday 3 P.M and will deliver the Ac. i also asked him to make that commitment on mail to which he refused. On Wednesday day 29 April at around 3 I got call from Mr. Tukaram . He again told me that he is not able to find the motor in Mumbai or something like that. Plus total repair work will cost you 7500 as he now again found the problem in PCB (earlier he denied the problem in PCB and made discovery of problem in fan motor) .Additionally he told me that there was problem in capacitor also (Again surprising discovery !!!) Eventually agreed to that sum also and told him to deliver the AC urgently but he told me that it is not possible to deliver him in less that 3-4 days ( Again surprise that despite keeping AC for more that 15 days not able to solve the problem and replacing such normal parts takes so much time) . I asked to give that commitment in mail looping Mr pramod his so called regional manager . He then took step back and told me i will get back to you in few minutes on exact delivery date. He never called back . At EOD i again called him about delivery date and he told me that he will call me on next day by having word with Pramod. He never called me on next day neither i know the status of work. On 2 may 2015 i called customer care of Vestar and took the numbers of senior official of vestat.I tried to call them but they never picked the call As you can see here there is sheer waste of time. Fraud of my AC machine by making new story every time and extremely pathetic customer service also. How come company like vestar cant make the estimates right at first place despite charging for it. Moreover even after making wrong estimates no clarity has been given from them about problems, its we have to reach to them. The most important is that even after taking so lon time of almost 19 days problem is not solved. Neither do any of their official is willing to resolve it . I herby request you to please help me in this matter