| Address: gurgaon |
| Website: www.voltas.com |
I, ajay bhatnagar, purchased split ac unit purchased on 23rd apr 2019) of voltas make from m/s vijay sales, gurgaon - invoice copy attached). Said unit is still not functioning and not serving the intended purpose for the purchase.
Case history
A week after installation of above split ac, we noticed issues like water dripping from the unit and ice formation inside the split unit. The water drippings affected our led tv as your team installed above said ac unit right above led which was installed before our purchase of above unit.. We made number of complaints through customer-care (Voltas). Team visited and changed the split ac location within same room and they overcharged us for re-installation. Again after very few days, issue of water drippings and ice formation, and leakage re-started through pipes inside room continued but no one came either from voltas nor from your dealer m/s vijay sales team despite after logging complaints through customer care (Voltas) and even speaking directly to vijay sales and your technicians (Voltas) visited for the re-installation. Thereafter, further to repeated number of telecons (Conversation available as recorded), voltas team visited for inspection and found that gas inside unit was much lower than required level. Our request to mr vaibhav sharma, voltas-upbg
Ph:[protected], gurgaon) for the replacement was not accepted and resisted (Ref call record of 12 jul 19 & 13 jul 19) by stating that it is hectic and will take longer time and lot of formalities are required at voltas for giving replacement hence asked us to get gas refiling and giving extended 6 months warranty. On our insisting for replacement and pursuance the matter, the customer care (Voltas) gave us service request numbers and assured to help but replied by sms for closure of their service requests stating reasons as "replaced by dealer" (Service request number [protected] dt 12th jul19) and "beyond repair machine" (Service request number [protected] dt 21st jul19). (Both these sms are on available record. Your dealer vijay sales also did not help replacement & resolution.
As per mail conversation of 21 aug2019, with voltas team member (Vaibhav sharma, voltas-upbg, gurgaon ph:[protected]), he confirmed in writing as quoted below :
(If there is any issue within 3 month we will make it replaced.
Kindly acknowledge the same to proceed for gas charging)
All above telecalls and sms with voltas team have been been captured as evidence.
After, regular follow up at various levels, different set of technician visited (In winter 2019 months) and witnessed & rec-confirmed above issues of no cooling, water drippings at various point & pipes, ice formation upon running the unit. They filled the gas in the unit and assured us that there will not be issues i. E of ice formation, water dripping, and cooling will be functional which can be checked during summer
Present situation (Apr 2020)
Now, as the summer started, we switched, on above said ac split unit, but we got surprised that still there is no cooling remitted by the above said unit.
We are at lost with careless approach, inadequate services on part of voltas leading to our harassment, discomfort as the very purpose of our buying ac unit from voltas, got defeated since apr2019.
Resolution.
Considering above and in line with your commitment your below mail (Of 21 aug2019) confirming fore replacement, a necessary action be taken immediately for replacing the split ac unit (Which is also still under warranty till jun 2020). Else, it will continue to lead to sufferings, and discomfort and deprive me value for the money paid for the goods purchased.
. Apart from above, voltas company also be penalised for rs 40000/- for all the harassment, mental agony and discomfort, suffered by me for not being able to use the unit for the intended purpose and also in pursuing the matter with voltas team members (Including customer care team) and dealer m/s vijay sales to resolve the matter.
Regards
Ajay bhatnagar
(Purchaser)
336 vasant apartments
Old delhi road,
Gurugaon122001
Mobile : [protected]
May 18, 2020
Complaint marked as Resolved Voltas customer support has been notified about the posted complaint.
Verified Support
Apr 17, 2020
Voltas Customer Care's response Dear Ajay,
Due to govt regulatory guidelines on COVID-19, we have suspended our call center services till 3rd May. Our field services are also likely to get impacted. We will try to resolve your issue once we resume our services from 4th May 2020.
Stay home and be safe.
Regards,
Voltas Online Team
My problem has not been solved
No communication from service center