Vijay Sales — defective geyser

To
The Customer Care / Escalation Team
Racold Thermo Ltd / Vijay Sales

Dear Sir/Madam,

I would like to formally escalate a complaint regarding a Racold geyser purchased from Vijay Sales, against Bill No. TCK-E-DNA278 dated[protected]. The product is under warranty. Attached invoice and warranty details for your reference.

From the day of installation, the geyser has been facing serious issues, and despite multiple service complaints, the problem remains unresolved.

Issue Details:

At the time of installation, water was leaking and the geyser was not heating water.

A service complaint was raised immediately. A technician visited and repaired the water leakage, but the heating issue continued.

Later, the geyser completely stopped working and is not switching ON.

We again approached Vijay Sales, and a service complaint was booked.

An ineffective service technician visited, did no proper diagnosis or permanent repair, and collected ₹550, even though the product is under warranty.

The technician merely advised us to switch off the geyser for 30 minutes and set the temperature to 80°C, which is not a valid or acceptable solution.

Concern:

The geyser has been defective since installation.

Multiple service visits have been unsuccessful in resolving the issue.

Charging ₹550 for an unresolved issue during the warranty period is unacceptable.

This reflects poor service quality and a service deficiency.

Our Demand (Immediate Action Required):

We request one of the following resolutions at the earliest:

Replacement of the geyser, OR

Permanent repair by a senior/qualified technician, OR

Refund of the amount, if the issue cannot be resolved

If this matter is not resolved immediately, we will be compelled to approach the Consumer Disputes Redressal Forum for a defective product and deficiency in service.

Kindly treat this as an urgent escalation and provide a prompt resolution.

Thanking you.

Yours sincerely,
G. V. Durga Prasad
📞 [protected]
📍 Hyderabad – 500070
✉️ durgaprasad.[protected]@gmail.com