Statement By Dakin India Vishal G. Nair, Sr. Manager - Customer Service (West Region), Daikin Airconditioning India Pvt. Ltd: You have bought Daikin product from an unauthorized dealer M/s Sam Electronics and the unit has been installed by some unauthorized person and accordingly your warranty is not valid
The Fact, i have purchased this from Sam Electronics - Thane West, Maharashtra, which is an normal multi brand electronic shop, and installation as i was told was done by Daikin India people, although the people did not come in uniform or I cards, but that’s what i was told they are from daikin india, else how on earth would an installation guy land up at my place on the date of delivery? further to this the installation charges were paid to sam electronics - further to this the fact also is Daikin installation people do not come in uniforms or carry I cards, so there is no way you can recognize weather the installation team is actually from diakin or unauthorized.
The a/c in question was purchased on 20th April from sam electricals, and an complain logged with them for ac not working on 19th of June, till one month i had been chasing them like anything and only being told, will be resolved today/tomm and so on, after one month when i create an written request with Diakin, the response that i got is as mentioned on first line!!
Asked what action has been taken against sam electrical to stop further customers being duped, no response, this clearly indicates diakin wants the product to be sold through such shops, and when time comes for complains clearly wash their hands off stating this was purchased through non authorized dealer.
Now as the text below mentions they are will to OBLIGE me as a good will gesture to resolve the issue, but the warranty does not exist any more. So think twice before you buy such products where the logic of manufacturer is clear, to get the money from customers and then wash off hands from providing service, should the management be serious, they would have certainly taken criminal proceedings against sam electronics and other such shops who sell their products openly in the market with legal invoices.
Here is the complete communication with Daikin through Email, the complain was earlier lodged verbally with sam electronics, on 19th June by visiting their shop, i have seen the complaint was written down in the register maintained by sam electrocincs.
From: GKS [mailto: [email protected]]
Sent: 26 July 15:52
To: '[email protected]'
Cc: '[email protected]'; '[email protected]'; '[email protected]'
Subject: RE: One month and still no firm response-Reminder
Ref: You have bought Daikin product from an unauthorized dealer M/s Sam Electronics and the unit has been installed by some unauthorized person and accordingly your warranty is not valid
• Do you mean to say the entire warranty on the product is lost because of the purchase and installed by sam electronics to whom the installation charges too had been paid as required.
• The warranty card had come with the product, i.e it was delivered to my place after the purchase was made, and paid for, please explain in details how you have taken efforts to educate the consumer of not buying the products from unauthorized dealers, letting these issues known before the purchase of products.
• Since you claim sam electronics is not your authorized dealer and even after this if he is selling your products, what action has been taken by you to stop this illegal activity.
• What investigations have you done to figure out the illegal sourcing done by sam electronics.
At present its not the question of my pcb being replaced or not as it is the machine is down since past one month, the correct question is i have been duped by sam electronics and even after informing you about your product being illegally sold and serviced by them, you have still allowed the business to be flourish, without educating the consumer, i am sure the statement by you on point # 2, is serious and will make sure the public in general is well informed about the hand in glove activities performed by diakin india. Ie first allowing sales happening through illegal channels and then daikin india washing the hands stating its not our responsibility of giving service
Thanks- Gulab Nihalani
Cell : 91-9869032292
From: [email protected] [mailto: [email protected]]
Sent: 26 July 15:31
To: [email protected]
Cc: [email protected]; [email protected]
Subject: Fw: One month and still no firm response-Reminder
Dear Mr. Gulab Nihalani,
This has reference your mails dt. 17th July, 19th July and 23rd July.
Please appreciate that warranty of a product is as per warranty card and conditions mentioned thereunder. Please find attached the scan of the warranty card for your kind perusal.
Warranty of a product is valid only if the installation of product is done by Daikin’s authorised dealer / representative.
In your case, on first visit of our authorised representative on 19th July to your premises where Daikin unit has been installed, we found following things: -
1. You made your first complaint on official Daikin channel on 17th July. You had been complaining to M/s Sam Electronics who is not authorised to receive complaints on behalf of Daikin. M/s Sam Electronics never put the complaint on official channel for which we are not responsible as M/s Sam Electronics does not come under our control and any filing of complaint with M/s Sam Electronics cannot be said to be filing of a formal complaint. On inspecting your machine we found that the representative (s) of M/s Sam Electronics came and removed PCB of your unit for which he (they) was (were) not authorised to and we were not aware of the same and accordingly it is not your fault. Since he was not authorised, he could not get a replacement and may be that’s why M/s Sam Electronics was not able to service your unit properly and to your satisfaction.
2. You have bought Daikin product from an unauthorized dealer M/s Sam Electronics and the unit has been installed by some unauthorized person and accordingly your warranty is not valid.
As a matter of goodwill gesture, we are ready to change the PCB of your unit and close this complaint. You are requested to kindly inform a suitable time to change the PCB and rectify the unit.
Please note that there is no manufacturing defect in your unit and therefore, there is no need to change the unit. You are requested to register your future complaints at our call center no. 18001029300 (from any landline/cell) / 1800229300 (from MTNL/BSNL) to avoid any delay in services from our end. When you register a complaint with Daikin, you will receive a complaint no. which can be tracked and such complaint is brought to a conclusion by proper closing of the same.
All wrong commitments, if any, as mentioned in your communication have been given by M/s Sam Electronics who is neither our authorised dealer nor represents us in any manner whatsoever and hence we are not responsible for the same. If you have any grievances related to any miscommunication / false commitments given to you by M/s Sam Electronics, you are requested to take up the same with M/s Sam Electronics.
We hope you will appreciate and inform us a suitable time to change the PCB and get your unit rectified.
Thanking you and assuring you of our best services at all times.
Regards,
Vishal G. Nair
Sr. Manager - Customer Service (West Region)
Daikin Airconditioning India Pvt. Ltd
2nd Floor, Sunteck Center, Subash Road, Vile Parle (E)
Mumbai-400057.
Ph-022-30926666
Fax-022-30926699
&-- Forwarded by cs/HO/DAIPL on 07/23 05:08 PM &--
From: GKS
To: [email protected], [email protected]
Date: 07/23 04:50 PM
Subject: RE: One month and still no firm response
%%%%%%%%%%%%%_
I Still await the response to the below mentioned questionnaire which was raised on 17thJuly, being silent on the below issues would clearly acknowledge there are no policies and this is an normal process of customer service.
Thanks- Gulab Nihalani
Cell : 91-9869032292
From: GKS [mailto: [email protected]]
Sent: 17 July 16:30
To: [email protected]; [email protected]; [email protected]
Subject: One month and still no firm response
Hi
I have purchased an Daikin Invertor split Ac from Sam Electronics, Thane on 20th April i had clear understanding with sam electornincs the machine will be under service contract with Diakin and not some individual, else would have purchase the same from reliance.
The machine had just completed only 2 months, and had stopped suddenly, the formal complain was logged with sam electronics around 20th Of June and till date inspite of number of calls and chase, the machine is still not working, the engineer had visited twice and has taken away some PCB parts but has not yet returned back
I need to know from Daikin India the following
• Is this machine under your maintenance if not what is the process, as i have no where mentioned on the invoice the machine is to be maintained by sam electorics.
• Why i am not eligible for replacement instead of the substandard unit provided
• Normal turnaround time for complains from Daikin
• The process of repairing - would the warranty start from the date of repair or would it be from start date of installation,
• When eventually would the machine start working and if so what is the guarantee the part replaced is not repaired one and instead and as expected new one.
• Warranty period on the replaced part
• The process to compensate for the delayed period
I would appreciate an clear and firm response from Daikin India on this so as further decisions can be taken.
Thanks- Gulab Nihalani
Mobile # 91-9869032292
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