| Address: Mumbai Suburban, Maharashtra |
Mr. Pravin Nevrekar,
Regional Service Manager
Voltas Ltd
UPBG, Voltas House,
Dr Babasaheb Ambedkar Road,
Chinchpokli, Mumbai 400 033.
Sub: Complaint Regarding Voltas Vertis Air conditioner (Complaint No – 11MY2300249)
Mr. Nevrekar,
I had purchased a 1 tonne Voltas Vertis air conditioner on October 10, 2010 from Vijay Sales in Andheri West. Once installed, the machine did not cool and there was a problem on some circuit board. I was told it would take 3-4 days to replace, which angered me and after tracing ASMs, etc the machine was fixed within 24 hours.
This was my first bitter experience with Voltas, considering a faulty piece of equipment was sold to a customer and no effort was taken to fix the same at the earliest.
On May 23, 2011; I called your toll free number to complain that the air conditioner was not cooling. It was collected the next day and I was informed that there was a leakage and that the air conditioner would be brought back within 2 days. When it did not come back, I called and was informed that the cooling coil was not working and that it would take another 2 days. 2 days passed, and since I didn’t receive a call nor the air conditioner, I called the agency, (Synergy Electronics) and was informed by a Ms. Meenal that they have ordered the coil, but the Voltas company is not sending the same. I was given Mr. Mithun Das’ number (ASM) and was told to follow up with him.
I called Mr. Das and he took down my details and said he would get back to me. He didn’t do so. I kept calling him but he didn’t respond to the calls or SMSs. I then called the agency and got Mr. Sapkar’s number (apparently the RSM) and spoke to him about the same.
What really is upsetting, is that you expect the consumer to follow up with the Voltas ASM because he is not sending the parts to the agency. THIS IS RIDICULOUS!
I was assured that my complaint would be attended to. I then received date after date from Mr. Das, but no air conditioner. It is June 2, 2011 and I have still not received the same. I got a call from Synergy saying they will deliver it tomorrow, but considering the past track record, I very honestly do not expect it to come tomorrow either.
I await your response.
With unfortunately no more regards for Voltas,
Ishmeet Singh Chandiok
Complaint No – 11MY2300249
Aug 13, 2020
Complaint marked as Resolved 
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As per my service request vide number [protected] dated 24.03.2016, this Air Conditioner was reinstalled with installation charges of Rs.1500/- on 27.03.2016. But unfortunately there was no cooling effect felt at the very time & accordingly requested your representative (Mr. Akib-[protected] and Mr Rahul-[protected]) to check. But, the representative assured us to get a perfect cooling effect after sometime. They left our flat with job number CCT/14/19421 dated 27.03.2016. Please note here that in spite of having several available positions, the outdoor unit was installed by the representative at a relatively difficult location (as reported in writing by your other technicians visited later) to access (which they were not capable enough to understand before installation and later tried to shift the responsibility to me not for technically efficient enough to understand the requirement of installation of AC – isn’t it funny enough that the technicians of your reputed brand basically depends only on the technical understanding of the customer). Furthermore, the outdoor unit of the AC was actually placed at a different location then what the undersigned asked your representative.
But, the cooling effect never came to our room where the AC was installed. Accordingly, another complaint was lodged by myself vide #[protected] dated 15.04.2016. Representative from your office visited my flat on 18.04.2016 and refused to do anything as because of ‘Faulty Installation’. They did not even bother to touch my AC to check. On my request, the representative contacted their Manager, Shri Bibhas Roy-[protected] and he assured to send some other technicians to do the needful on 19.04.2016. As per the Job Sheet #CCT/14/22922 dated 18.04.2016, there is no Gas in the AC. The engineer took some pictures of the outdoor unit to report to Shri Bibhas Roy.
On 19.04.2016, another representative (Sk Samsher Ali-[protected]) came & refused (vide Job#CCT/14/23178) again because of the faulty installation. According to them, they only look after technical issues, not any installation issue. The engineer again (!!!) took some pictures of the outdoor unit to report to Shri Bibhas Roy. My question here is – why Shri Bibhas Roy sent this kind of representative in spite of knowing the requirement of the customer?? Furthermore, Mr.Bibhas roy although admitted their faulty installation but never proposed a cost free rectification whereas I already have paid duly for the service of installation alongwith purchase of essential equipment like angular clamps and wrapping tapes as long as 12 feet, as much as guided by your visiting technician. He expressed his incapability to send technicians who are knowledgeable to install such mere outdoor AC unit but boasted of having a team of men who can only administer gas if required, that too only if the outdoor unit is placed at a convenient location according to the taste and preference of the technician. He also provoked us to lodge a complaint to his hierarchy and respected Consumer Court as he proudly claims that there shall be NO resolution from a company like Voltas!
The representatives visited on 18.04.2016 & 19.04.2016, were primarily refusing to provide even a job sheet. Is this the job culture you maintain in a reputed brand like you??? Since the product is under warranty and will not fetch any revenue is the reason for such pathetic after sale service to your customer??? Because of your ‘efficient’ staffs, the job is still pending!!! Being a working couple, we have already spent 2 days leave from our respective office each to accommodate your representative in last 4 working days. I have experienced that all members of your group who are interacting with customer, do not have any value of words and they don’t bother/hesitate to confirm/assure any date/time to us without even thinking the consequence of the same!! All we have experienced are only sweet coated false commitments and instant apology ready on lips only with no real effect as such.
One more noteworthy and unique observation in this context, I would like to mention that your men are not only courageous liars but gutsy enough to automatically resolve any complaint virtually only and immediately ask for feedback, all after direct refusal to do the work by admitting their incapability of attending such problems and openly declaring that they are sufficiently paid staffs who dare not perform yet remain under your shelter.
Please also note that Mr Abhishek Sau-[protected], who is supposedly the owner of M/s Climate Control Technology, after repeated requests did not bother to attend our phone calls and physically rejected the call time and again, though reported by Mr Kaushik Mondal-[protected], junior to him, that he was physically present in front of him in their office. I never expected that a valued customer with his problem, after being harassed continually over a week can threaten a unit head so much so that he has to reject phone calls so unethically.
Now, we have lost all hope to get a result out of it and we wish to donate this AC to you only for better usage!!!
Would also request your esteemed organisation not to market such costly consumer goods with so poor level of after sale customer service. It actually creates a negative impact on your customer base and forces us to believe that the company is making the customer fool. We, a middle class customer of India, don’t purchase any consumer good with this level of service even within the warranty period. I also understand that these services have been outsourced by you; but at the end of the day, we are YOUR customer, who are supposed to be catered by YOU only directly/indirectly!
Would request you to please revisit your organisational structure in this front & do a self-introspection for your betterment. Please do not misuse the brand of TATA along with you.
Please note, if there is no support for me from your end, I may not be gutsy enough to buy any more product of Voltas ever in my life in future.