| Address: | Medayil house, Panayikulam post, Aluva, pin -683511, Ernakulam, Kerala, 683521 |
Sub:- Request for replacement of A/C – reg.
[protected]
I would like to submit this petition for your kind consideration and favourable disposal.
On[protected] I had purchased an Inverter Voltas Air Conditioner @ the cost of Rs.34, 200/- (Unit Sl. No.4551741A14E002618) from M/s. QRS Ltd, Ernakulam, considering the opinion of my kith and kins that Voltas is one of the best option A/C among the A/Cs in India, as it gained vast experience because it is one of the oldest Companies in the field of Air-conditioner in India.
Since the A/C had shown inadequate cooling, upon my request, on[protected], your authorised Service Agent of Voltas, Ernakulam, M/s. New-Tech Cool Solution, Ponjasserry, Perumbavoor, vide (Invoice No.3092 dated[protected], Voltas Call No. [protected] dated[protected] had attended the A/C and tried to rectify the defects. Although they claimed that they have rectified the defects, the defects prevailed even after their rectification report as stated above. Since the A/c has produced inadequate cooling, yet again, I had reminded the Agent/Mechanic on several occasions all through this one and half years, and although they had attended the A/C then and there, no proper and rightful rectification of defects has been carried out by them, resulting its original defects persists till date. Fed up with their lackadaisical attitude, I on 09/02/2019, formally complained to Mr. Manzoor, Service head of M/s. New-Tech Cool Solution, authorised of M/s. Voltas, Ernakulam. In response, one Mr. Rejit, Mechanic/Technician of M/s. New-tech Cool Solution attended the A/C unit and reported to me that the PC Boards are defective and hence PC Boards have to be replaced. Accordingly, he brought back the defective PC Boards to his service House for repair, but he on next day came back and refitted the same in the AC Unit, telling me that the PC Boards are in irreparable conditions. Based on that, Mr. Mansoor, Service Head, telephonically informed that new PC Boards have already booked and to wait for one month which may cost around Rs.10, 000/-. Over and above, on[protected], I received, a mobile message which I am reproducing hereunder for your reference and guidance. “Dear Customer Your SR No.[protected] proposed for cancellation, Reason beyond repair Machine. Call on [protected] to stop cancellation.”
Accordingly I waited for one month for the new PC Boards. Unfortunately, since I have not been received the new PC Boards, I, on 1st week of March, contacted Mr. Kumaraselvam, Area Sales Manager of M/s. Voltas Ltd, Ernakulam about the whereabouts of the PC Boards. He informed me that “since the Company has stopped production of this type/model of AC Unit, and hence this PC Boards are not-available in stock or in as spare parts in the Company, he suggested to go for under “buy-back” policy a new Branded inverter A/c Unit provided I pay a sum of Rs.15, 000/-“
Later on, after innumerable number of tele-conversations with Mr. Kumaraselvam, he again asked me to send an e-mail to the District Manager also, with copy to him, stating all the facts as stated above, for any variation in buy-back amount. Accordingly, on[protected], I sent an e-mail to Dist Manager, (BSM one Pradeep) and Mr.Kumaraselvam, in this connection, copy of which is enclosed for your ready reference and follow-up action wherein I have offered a sum of Rs.10, 000/- as a settlement of this ‘long pending issue’.
To my dismay, on[protected] evening, in an volte face approach Mr. Kumaraselvam, telephonically informed me that he had consulted with his higher authorities regarding the issue and accordingly, M/s. Voltas would provide a new Branded AC provided I pay Rs.22, 000/- contrary to his earlier ‘offer’/‘promise’ of Rs.15, 000/- being a ‘punishment’ of purchasing an Inverter A/C and for the perseverance I and my family have undergone all through this 2 and half years. This type and kind of somersault from the part of Mr. Kumaraselvam and M/s. Voltas is in simple words not a customer-friendly approach. However, I reserve my anguish and further course of action, waiting your reply in this regard.
I would like to draw your kind attention that from the very installation date itself, (10.04.2016) the A/C has displayed inherent disability/manufacturing defect to produce adequate cool, and your rectification efforts has miserably failed, due to which I and my family have been suffering during the 2-3 summer seasons.
In this connection, I hereby point out that I am aware that the A/c has only one year guarantee except its Compressor which has 5 years warrantee. The defect has arisen in the A/C Unit within the guarantee period of one year itself which you would convince with the proof of evidence I have referred in the foregoing paragraphs and from the tele-con./ Records kept in your ‘computer system’.
However, considering the essentiality of the service of AC during this heavy summer season, and in order to settle the issue amicably, I extend my whole-hearted support by offering a sum of Rs.10, 000/- for the replacement of AC, eventhough, I am entitled to the replacement of new branded A/c free of cost, in the wake of the occurrence of the defect in the AC a manufacturing defect well within the period of one year guarantee period.
Hence, I would request you to kindly look into the matter sympathetically and action may be taken to replace A/C with new one, which, I am ready to raise/pay Rs.10, 000/- as has been already agreed to.
Awaiting your favorable reply at the earliest.
Thanking you.
Date: 27th March, 2019.
Yours Faithfully,
NAVAS YOUSUF
[protected] / [protected]
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