I am a customer from Vijayawada, AP. I have purchased one A/c of ONIDA on 16th June. Its model is SG12FLT and serial no. A of 1 tonn capacity. Till 16th of may it worked well. From May 17th onwards we did not get cooling from the machine. Accordingly we have called to local ONIDA service centre and gave complaint. Our complaint no. is 380662. We were told that the technicians would come in one or two days as the technicians were busy because of summer. We waited till 23rd May (six days from complaint) and called the service centre again. On that day evening one of the Senior technicians came and inspected the unit and said tommorow our persons would come and do the service. The next day i.e 24th May (7 days from complaint) two junior technicians came and inspected the machine. They tried for 2 days saying that gas was not sufficient and filled gas in pipeline. But the problem was not rectified and they could not find the problem and said that outside unit has to be taken to service centre for repair. Accordingly they have taken and returned the unit on 27th May (Ten days from complaint) stating that it was rectified and working at their workshop.
When they have installed the machine at our place and tried to test it, the compressor did not start at all and as usual cooling was not comming. They tried for the whole day on 28th May (eleven days from complaint) and finally came to a conclusion that compressor is not working and has to be replaced. As the machine is under warranty they said new compressor would be replaced. They have taken the outdoor unit for replacement on 28th May and said that within 3 or 4 days we will fit with new compressor. I didnot get any reply even after one week. When i called Mr. Ayub (owner of service workshop) on 8th of June (twenty second day from complaint), he said there is no stock for new compressor and would send the unit once the stock comes. I even contacted ONIDA service centre for the availability of compressors. They said in a day or two they would get new stock.
Then i was out of station till 15th June. Even after my return from the tour i found my A/c was not rectified. I didnot understand why ONIDA company couldnot supply a single compressor to its stockist for almost morethan 2 weeks. I again called to service centre for the status of compressor. They said it did not come. They prolonged it till 23rd of June (37th day from complaint) and finally brought the unit with new compressor (according to your service people) on that evening. They again gave a false promise as usual that they will come by tommorow morning (24th) and fit it. Then i called them on 25th June (39th day from complaint) to come for service. 3 Junior technicians came in the evening and again as usual struggled to start the AC. But their efforts were wasted. The MCB switch was tripping off when the compressor starts. They couldn't find the problem. On 26th (40th day from complaint) evening one senior technician from Onida company itself came for inspection and tested. He brought a separate electrical wire and connected it to compressor from supply to test. Even then the same MCB tripping problem repeated. After many attempts he said the motor is not running and again gave me a shocking news that the compressor is gone again. I could not understand how come a compressor get spoiled when it did not even start or run. He said the compressor has to be replaced again.
I literally thought that these guys are playing with me. He said tommorrow we will take the unit to our workshop. And again as per the ONIDA service centre policy of not keeping the word, no one turned to us till now. We do not understand why the hell the service centre consider our complaint. Isnt our problem a complaint to your company.
Each and every person in the ONIDA company (in arranging new compressor) or service centre has tested our patience to the maximum limit. Every time we have to call you and ask to come for service. Do you feel us as jobless or beggars to run behind you everyday. Don’t you have the responsibility of attending our pending complaint and rectify the problem.
Drawbacks of your so called esteemed ONIDA company
1. The problem has not been found out and solved even after 42 days from the day of given
complaint by your senior & junior technicians.
2. No person from junior technician to the top level person in the company considers about our
complaint and problem. They think about my problem only when i call and remind them
many times.
3. Till now no person had come to us for service atleast once on anyday on their own.
Every time we kept calling them and asking them to send the technicians. Do the
company think us jobless or beggars. Don’t you have the responsibility to care and have
a consideration for the customer who reminds you so many times and the complaint
was pending for such a long period.
4. When ever the technicians come, they come after evening 5.00 pm. The lighting would
not be there proper to check the outdoor unit after that. I told them many times to come
in the mornings. The reply they gave me for that was they were busy with other complaints
in the morning. Then i too gave a complaint long before, isn’t my problem a complaint to the company. So i understood whenever the technicians were free after completing other complaints then they turned to me. Still they are practising the same procedure till the last attended day.
5. No senior or responsible person from ONIDA company or service centre other than
technicians has called or visited us till now regarding the complaint. They have not shown consideration on our complaint even once in all these days.
6. The major drawback with your company or service centre persons is no person could find out the problem till now even after 42 days from the date of giving complaint.
Facts we understood after all these days
a) Onida products are hopeless and even the unused new product can go wrong as per your technicians and claimed that the unit was tested at their service centre before installing.
b) The ONIDA company or ONIDA local staff or service centre staff care a damn about the complaints and customers. Doesn’t the company has the responsibility to check the pending complaints for long time and take action for that. From top to bottom the company is filled with reckless people who doesn’t care about customer complaint and customer problems.
I am writing this letter to who ever may be the responsible person in the company, just to intimate you that, i would go to the consumer court on 3rd of july (47th day from complaint) if at all my problem is not solved completely before that. I don’t have faith on the outdoor unit even if your technicians replace the compressor. As earlier your ONIDA Senior technician mentioned that the newly opened, unused and replaced compressor also has gone wrong and not working. I don t want to run behind your company people wasting my time, if again this kind of problem rises in near future after the compressor is replaced again. Hence i ask the company people to give me a new out door unit which is totally different from the old unit.
I expect a positive response in this regard from your company as early as possible. If you again prove your ONIDA policy of not responding or delaying or neglecting our request, we will take the necessary action from our side.
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