[Resolved]  Voltas — Voltas air cooler : service? Service response? Who is responsible?

Address:	Mumbai City, Maharashtra, 400033
Website:	www.voltasac.com

This is in reference to my complaint no’s [protected] and [protected] dated 24/07/2016 and 14/09/2016 respectively.

I had purchased air cooler in april 2016 which is under warranty period. I have already complained number of times for swing motor which is not working and when we displace air cooler all wheels came out one after another.

On first visit of your technician, he said company will replace both the parts. On next day a technician came and said the parts of this model are now being out of date and they have been replaced by new updated version which is not compatible with our machine. So, at-least 1 or 2 weeks will be required for replacement of the parts

Call on company technical support helpline number on 24/08/2016 and communicated:

I wait for a long period for any action from company side but not get any response. Thereafter, i called several times to local service team but the number was busy every time and even no call revert was done. Then, i call to company technical support helpline number who connected us with local service manager who said us that rest assured, problem will soon be resolved.

Call on company technical support helpline number on 09/09/2016 and communicated :

After last communication when no technician come to resolve the problem, i again called to technical support helpline who further forward my call to escalation department, service manager who again assured us for service and resolution of problem by today evening. But again, they failed to do so whereas a technician called us on 10/09/2016 and said that he will visit at our home after 30 min to resolve the problem.

After one hour, when i called the technician he replied due to some urgent work he had to go some another place and would be attained my complaint after 3 pm. He reached us near about 4 pm with the lower water tack of air cooler, after review of air cooler and communicated with one of the service manager and he said that parts will be replaced in sometime. Thereafter i also communicated with service manager for the same who said to give the phone to technician and they communicated for the solution of the same
.
The technician taken out the existing swing motor and said that we will resolve it today. Next two days there was no response from their side, so i called to local service manager 13/09/2016 the number was busy, the same thing happened on 14/09/2016.

Call on company technical support helpline number on 14/09/2016 and communicated

After no response from local service center, i made complained against local service team ref. No [protected]. The helpline technical support staff said my problem will be resolved soon.

Call on company technical support helpline number on 17/09/2016 and communicated

After last complaint there was no response from any service center, i put my effort again and made a call to your helpline number. They again took the service manager on call for the same, he said “today is vishwakarma pooja so i can’t do anything today, we will resolve it within next two days”.

After two days the same things happened, no response from local service and technical support helpline. The problem is same as it was on 24/07/2016.

Due to the above problem, i have suffered from one directional air flow of air cooler from more than a month. It is too hard to shift air cooler from one place to another place at home. The cooling capacity is going down after one month day by day. The speed of fan which we were getting initially at speed level number, now have been shifted to speed level no. 3.

From all the above facts and scenario it is quite clear that in a big brand voltas company, there is no complaint tracking system for the solution of customers’ complaint. The product is launched and sold without proper testing. There is nobody in company having proper monitoring of sale after service.

If there is any responsible person in company, take an action asap without making any false commitments.