[Resolved]  Voltas — Trouble with your service centres and the agency staff.

I would like to bring it to your notice in an enormous amount of hope that at least now our problem would be resolved. we have trouble with your service centres and the agency staff.

Let me start from the beginning, On 30/04/2022 we have purchased Voltas Inverter Air Conditioner 1.5 Ton 3 Star from Girias in T.Nagar, Chennai. The Air conditioner was running perfectly and we did not have any trouble with it so far until we have shifted to a new house near the same area.

On 15/10/2022, We have launched a call for AC Re- Installation and service engineer from the agency called VGS REFRIGERATION from KOLATHUR, came and installed the AC in our new house. The service engineer from that agency informed that the length of the Copper Pipes was not enough for the new place; and in addition to the company provided 3 meter Copper pipe, we would need to buy another 5 metres of new Copper pipe in order to fit the AC. By completely placing our trust on the agency, we agreed for that and service engineer himself brought the said length of Copper Wire for Rs.8, 100/-. He attached the new Pipe with the existing Copper pipe through welding and fit the AC in the new house. The AC was working fine. A routine service was also done on 22/10/2022.

After the service, 2 months later, the AC was not cooling. Hence we launched a call in Voltas Customer Care on 27/01/2023 with the request no [protected]. The same service engineer Mr.Raj, came from the same agency and examined the AC and the outer part and informed us that there might be leakage with the AC; and that he needed to examine it completely. So he removed the AC inner coil and took it to their place. And returned after 2 days. The inner part was damaged by them and the sides are looked burnt; and he said that there was nothing wrong with the inner coil; and that the issue must be with the outer part. Again we completely trusted them as they are VOLTAS's Service agency. He said that there was a gas leak due to the gutter near our house and he refilled the gas for free as our free service period was still not over. After this incident, the AC working was fine for only a few weeks. Again we had the same problem as the AC was not cooling properly.

On 05/04/2023, We launched a call with VOLTAS's customer care with request no. [protected]. This time a new agency staff Mr.Praveen from Kodambakkam service centre came to examine the AC. When he was examining we noticed the damages done to our AC inner coil by the previous agency, when he (Mr.Praveen) was asked, he said that they might have happened while cleaning and it was not a big deal. He couldn't find where the issue lies hence he said that their Service Engineer would come the very next day for the examination, which they didn't. We had to again call the customer care to complaint about the delay. The next day the Service Engineer came and had a look at the outer, without even touching anything, he told us that the copper pipes were connected by welding and for Inverter AC the copper pipes should not be welded. We told him that the Service Engineer from the previous agency only did it and it's not our fault. But He didn't care about what we said, and replied that only if you buy new 8 metres length of Copper pipe, I would look into the problem. Until then, I can't find where the issue lies. Even after we repeatedly explained him how we could spend another 10K rupees within only 6 months, and it was not our mistake, we had only done what the Service Engineer from the previous agency told. He still didn't care about the issue and replied that it was not his problem.

After a long discussion he called his manager, he also didn't cared about anything he asked us to close the request by mentioning "Resolved Over Phone", but we refused to do so as our issue was not still resolved. Then he replied that, "I don't need to. I know how to close the call." After two days, we received a message that, our request has been closed by mentioning "Customer not responding" which was a complete lie. During this period, we also called Customer Care and explained our problem, the staff promised us that she is escalating the issue with the Chief Engineer and they would come and resolve our problem, it's been over 2 weeks and still no one came or even called us.

Our AC is still not working. We are from a middle class family. Buying AC is like a luxury thing for us. Due to my 2 year old son's skin problems during Summer time, we had to buy AC. As we trust TATA products are the best, we bought VOLTAS's AC. But to say the least, the agencies had totally deceived us. Within just 1 years from buying, we had already spent nearly 10K, and they are still asking to spend more by purchasing copper pipes.

My questions that need to be answered are:

(1) Why our AC inner coil was damaged by the agency staff? Who will take the responsibility for it?

(2) If the welding of the Copper Pipes is the source of the problem, why couldn't the previous agency (who welded the copper pipes at the time of Re-Installation and came for the request call booked on 31/01/2023) found it and resolve it? Why did they just fill the gas and say the problem was resolved? Did they cheat us? Did they hide their mistake from us?

(3) We are not AC engineers and we don't know anything about AC. We followed what your Service Engineers instructed. If the Copper Pipes should not welded together for the Inverter AC, who should know that? The Service Engineer who has the knowledge and experience in that field or Us who know nothing about AC and bought AC for their first time in life? Whose mistake is that?

(4) Why should we spend another thousands of Rupees of our hard earned money for a mistake that's done by your Service Engineer?

(5) How could Kodambakkam service centre close our Request call without resolving our issue? How could they lie that the "Customer didn't responded". when in fact we were waiting for them to call us or come in person?

(6) How could you hire a Service Engineer who doesn't even have enough knowledge in the field?

(7) Is these behaviour shown by your Customer Care system and Agencies acceptable?

(8) Are all these injustice done to us because we have free service?

We have called to your service centre no. many times still we didn't got any solution for our AC issues.

Kindly I request to look into these matter and provide us support to resolve our issues as early as possible.

Looking for the positive reply from you..