Subject: Need an urgent redressal of this problem – Electrolux A/C
This is one sad and funny story of one layman consumer. Sad for consumer like me and funny for customer care service people of your products.
I am Dr. Rohit Kulkarni, Dentist by profession. I have my clinic in Thane, India. My story begins on unfateful day of 23rd march when I happen to visit Vijay Sales shop at Ghodbunder Road in Thane. During that period there was some scheme going on Electrolux Air Conditioner, stating that there is free installation on buying the same by which I’ll end up saving Rs.1000. falling prey to that offer due to extreme heat during that starting of summer period I bought one AC with following details. EA12SCRPA1 AC 1T (N11).along with outdoor unit for same. During that buying period I was asked to give details of my address and contact no on small slip, which I had duly filled, giving my mobile no and my clinic landline no. and was also told that my installation will be done in 5 working day period.
My frustration starts from here onwards,
• After waiting for 7 or 8 days when I did not receive any call from Vijay Sales, I contacted them when I was told to call at their customer care office, where after giving my mobile no for verification I was told no such person like Dr. Rohit Kulkarni exist in their data. After checking with my clinic landline no they found out my receipt an product detail. And during that Vijay Sales’s team came to notice that my mobile no was mentioned as 93207275890, which is 11 digit, instead of 9820727890. and I was told due to this no I wasn’t contacted and hence my installation wasn’t done. Though I’m sure I’ve written right no on the slip ur smart girl on billing counter wrote it wrongly without checkin it with me. And even if I’ve written the mobile no my argument is why wasn’t I ever contacted on my clinic landline no. Again after waiting for 5-7 days for installation I contacted Vijay sales customer service for reminder. I don’t want to go into details of all other difficulties getting through with right person as this is just a miniscule part of what I’ve faced later on. On some day after reminder, ur installation people dropped at my home without calling me, only to find the house locked. And after finding it locked they called me to check where I’m. After pleading with them they agreed to visit again on same next day. And on the next day I made sure I closed my clinic an be present at my house on the time given by your people. As I was getting my AC installed after complete 15 days an hence did not want to miss again.
• On the day of installation after complete installation was done your person found out that there is no GAS in the outdoor unit of AC. But he was good enough to advice me, to contact vijay sales an get the outdoor unit changed rather than to get GAS filled in. The person named, Khalid was only person in this entire episode who was concerned for customer. He made me contact person named Mr. Ravi from one of office of Vijay sales. Who told me as all delivery vehicles had left for delivery he can replace outdoor unit only the next day. And to my surprise it was done. And there was no bound to my happiness as my AC was finally installed. But this happiness was very short lived. And real story of my plight and shrugging responsibility from one another of Vijay Sales and Electrolux customer persons started.
• After about 15 days of normal functioning, remote controller of my AC stopped with AC temperature to get stuck on 17 degree. After contacting Electrolux Customer care I was told I’l get call back in 2 days. Which never happened. Again when I cotacted I was told that it was Vijay sales job and not theirs. Afte contacting vijay sales customer service, iwas told I’l get call in 2 days time. Again not to happen so. Finally I managed to find a person named Mr. Asad whom I should be communicating regarding my product. In between all this period the AC was stuck at 17 degree as I told, and my wife being Asthmatic patient couldn’t bear it only to fell ill. So I started to keep an alarm to get up to switch on and switch off AC during nights.
• Well after repeated calling some time around in first week of May, one person happen to visit my place place who told us that it’s simple problem of remote controller. But unfortunately during this he shifted the Ac to auto mode with temp on 24 degrees. Which again was stuck. And to get it changed. Which I told to Mr. Asad who promised me to get done in few days time. Again after repeated reminders for next few day finally another person turned up with remote controller. And he told it’s not fault of remote controller but of the sensor. And it needs to b changed. And promised to get it changed in 2-3 days time. And told me to be in touch with Mr. Ramchandran to get the work done faster. Who again kept on promising me, day after day that it will get done in a day or two. AND I WAS TOLD BY MR.RAMCHANDRAN THAT IF I WANT MY AC TO START EARLIEST HE’L GET THE SENSOR REPAIRED RATHER THAN REPLACED, THOUGH IT BEING WARRANTY PERIOD FOR MY PRODUCT, AS REPLACING SENSOR WIL TAKE 15 DAYS ATLEAST. Which to me was ridiculous, but with the increasing heat an tired with all mental trauma I agreed. As during that time 24 degree on auto mode was almost unnoticeable cooling. So I was desperate.
• But when the person got the REPAIRED sensor he came to know that it’s still not workin. Then I lost my cool, and called Mr. Asad asking him why should I be keeping such faulty product an why shouldn’t I get exchanged. And after conference call with certain Mr. Padmakar I was promised on 5th May that I’l get product exchanged in 10 days time as there was some kind of shifting going on in Electrolux godown. Again after waiting til 18th without any results after contacting Mr. Padmakar, he told me who should get the first AC deinstalled from Vijay sales then only he can get the new AC. Now didn’t he get to know this fact on 5th may when he promised for exchange, an wheather it’s really my job to get original Ac deinstalled?
• Finally on 21st may I was promised by Mr. Asad that he will CLOSE THIS LONG STANDING MATTER BY WEDNESDAY 25TH. Well on again with no success till sat 28th I called Mr. Asad he was surprised to know that nobody visited my place with AC. And promised to get back to me in some time with final solution.
I know it’s too long a story for you, but U r the last person whom I’m looking to solve the problem. An u can give me UR contact no, as I know I’l never get call back from concerned office of UR. May b that’s routine practice at ur office. Or u can again give me some other authorities no to contact, which is another routine practice at ur office. As I’m giving u in short no of people I called during all this 2 months ot trauma of mine.
Electrolux Customer Care
Electrolux Service Center
Vijay Sales Shop, Ghodbunder Road Thane.
Vijay sales customer care with two different no.
Mr. Ravi,
Mr. Khalid
Mr. Asad
Mr. George,
Another Mr. George with same name in Electrolux,
Mr. Ramchandran,
M.r Padmakar.
Mr. Atul Ponkshe.
Have lost count how many times I called these person an which person belongs to Electrolux an whom to Vijay sales.
And may sound harsh and stupid on my part to tell u that even if my problem gets solved, which I’ve lost hope for, I’ll never ever buy any product from Vijay sales neither will ever dare to buy any product of Electrolux in future.
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