To,
The CEO,
Ion Exchange (I) Ltd.,
This has reference to my complaint no. 275089 and 279583 dated 21st March. I would want to give background of my case as under:
I have installed a Ion Exchange water softener plant in my bungalow sometime in mid 2009. Post the warrantee period, I was advised by the service engineer to get an Annual comprehensive Maintenance contract. The details of the 1year contract are:
Invoice no. 614380
Date: 23rd May
Unit 259, NGS 3A
I was told by the service engineer that the Annual maintenance covers 3 services and the terms of contract were explained to me. Since last 8 months the same very engineer has been advising me to change the raisins as they have got spoilt over the period of 1.5 years of usage. He has been asking a charge of Rs.5600/- [ Five thousand six hundred ] with the following calculations:
Cost of raisins: Rs. 150/- per litre
Quantity: 50 litres
Discount : 25% because of the AMC
This replacement he has been insisting for over 6 months and finally I decided to get the same changed as the water quality had really turned bad. On checking with your call Centre I was informed that the replacement of Raisins is part of the contract and will get replaced in 3 working days.
This is when I realized that the very same engineer has been operating in our colony with almost 20 houses having softeners fitted. He has been running this maintenance racket and taking free raisins from your company and charging the customers simultaneously. Knowing this I raised this concern with two service engineers of your company and the Service Manager. The service engineer has been claiming to be sick since I mentioned my complaint and the racket that I think is operating. I raised the same concern with the Pune Service in charge and post that I have been getting only promises and now my phone calls have no responses. Now it forces me to think that this racket is not only limited to the service engineers on the ground but the entire team operating in this location.
The detail of the personnel are:
a) Sanjay – Service Engg, he has been operating with the colony since last 3 years. He is the one who has been asking for un due charges
b) Arif – Service Engg, I had been speaking to him since my complaint in March. He has been claiming sick since then
c) Tariq – Service in charge, was positive to get the resolution, he hasn’t been responding post the first 2 calls in April.
I have now been in a situation that water quality has tuned considerably bad and with two small kids at home who are falling sick consistently due to hard water. I have no option but to put forth a claim of damages. The damages will cover the following:
a) Refund of AMC costs
b) Damage to Kent Water purifier – The candles, including membrane have got spoilt
c) Water taps and fixtures – 6 pieces
d) Harassment
I have made innumerable calls to your Call Centre which now they even acknowledge, I haven’t received a single response with a visit to my premises even after calling up atleast 10 times over the last 2 months.
The call Centre has also acknowledge that they are receiving a lot of complaints from Pune based customers and they have escalated the matter internally many times with no response from the company officials. I have personally raised this matter with officials of the company including the Pune Sales leader and the services in charge. With no responses from anybody on this matter for such a long period with regular follow ups from my side, I am forced to initiate legal and criminal action against the company.
I am not sure if this note will reach your office as no body is ready to share your contact details, and therefore I will be posting my complaints on various websites with an intention to reach out to you. I hope to hear from you soon.
Regards,
Thomas Joseph
9823095599
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