Voltas — Faulty product and no proper service

Address:

Gurgaon, Haryana, 122001

I had bought a Voltas 1.5 ton split AC 183DY from a local dealer D.S. Electronics in April 2016. Since then I am facing issues with the AC and have logged at least 5 complaints on customer care. Sometimes there is Gas leakage, many times water leakage. Spending so much money in buying an AC and then getting such a product is really dis-heartening and disappointing.

Always the customer service has been delayed and worst but this time the service centers and Customer care have crossed all the limits.

On Friday 5th August 2016 I raised a complaint ([protected]) for my AC as there was again a water leakage causing the stabilizer and my sofa unit drenched in water (thankfully no short circuit occurred). The customer care person mentioned that the complaint will be addressed withing 24 hours.

Next day on 06th July, I got a call from the service center and he said that the issue will be resolved by today. Also I received the scheduling SMS. But till evening no one came. I then called customer care and they assured that the issue will be taken on high priority and the technician cisit will be arranged soon, but again no one came for visit. On Sunday also there was no visit of technician after numerous calls to customer care.

The customer care executives have no idea where are technicians, once they connected me to higher official (Puneet) and he connected me to the service center and service center guy assured that the issue will be resolved today. Again till evening 7:00 PM there was no visit. Then again I called customer care and when confronting on my problem the customer care executives repeatedly kept disconnecting my calls (I have my call recordings as proof). But I kept trying and then the customer care executive said that they have arranged a call back from their senior who will call within 4 hours, again this call back i never received.

Now after all this, I have few questions for Voltas customer service:
1. Is the company's relation with customer only for selling product and then keep them harassing in the name of FREE SERVICE?
2. If the customer care executives can just escalate the issues and there is no output of that escalation then what is the use of such kind of customer service?
3. If I can not use the products at the time when they are intended to be used then what is the use of buying such product?
4. Since the product i have bought is having same issues time and again, isn't it the duty of the service center to fix the problem permanently or in case the product is defective then it should be replaced?
5. This kind of product can lead to a hazardous situation, still the customer care executives took the issue lightly, can you explain this to me?

I have also asked the customer care executive to write on my complaint, I want this product to be removed and returned to the company as it is of no use to me and also it is dangerous to my family.