Ref : 1) APC Back-UPS BI800I, Sl No. BB0527031851
2) Complaints registered through Toll free Number 18003454272/18004252272,
a) C1-717848394 dated 20th September
b) C1-721063931 dated 28th September
As the APC inverter installed at my residence showed some drawbacks (tripping of at half the load) and as the power cut was frequent in my area, I contacted your Toll free Number on 20 th September and registered (Ref 2 a) for a Check-up.
On 25 th September the Service Staff from your Trivandrum Authorized Service Centre attended the Check-up and at that time I was not present at my premises. Later I understood that they have backed-up the battery fluid level and on that observation there was no abnormal faults identified either with the inverter or the battery.
After this Service, from the very next day onwards it was found that the inverter and battery getting overheated than it happens normally as earlier. I keenly observed for two days and as I found exorbitant heat in the room where the inverter was placed and also a boiling property was heard within the battery even after disconnection from the inverter, I was forced to lodge another complaint (Ref 2 b) on 28 th September.
On 1 st October the Service Staff attended the fault, they observed that there is no fault with the inverter and stated that the battery is showing the fault. Also they stated that as the two year period of warranted service is over on 29th September they could do nothing from their side to get the battery corrected and I has to do the battery rectified from outside. They also informed that if I accept for an AMC the inverter only will be covered within it.
I asked your Service Staff who has attended the service on both the days, of how it happened to get faulty immediately after the backing up of the fluid level on 25 th September. He himself have not noticed any abnormal heat on the batteries during the service done on 25 th September. He admitted that the plant was cleaned shortly from where the battery fluid was brought for back-up.
So I feel to belive that the fluid brought up for backing-up of my battery fluid level was contaminated which has damaged my batteries (2 Nos) and I fear that the battery might have gone irrecoverably damaged. Also on 02 nd October as informed by the company's Toll free number I have talked to Mr G Ragavendran (Services in Charge, Cochin) over phone to get his attention and he informed me that the service staff will be assigned to verify the situation on the very next day.
As no one turned up till 04 th October and when I contacted your Kerala’s Authorized Service Centre ROLEX LOGISTICS PRIVATE LIMITED, Kochi the staff who attended me told that Mr Ragavendra is not now in charge of Kerala region (NB: If Mr G Ragavendran was not in charge of Kerala region, I could not know why he has heard all my grievances over phone and cunningly escaped by saying that he will send somebody to verify the situation on the next day) and asked me to contact Mr Sankar Ganesh who is in charge of the services in Kerala. On 06 th of October I got in contact with Mr Sankar Ganesh over phone, but his conversation was also not fruitful as he contacted M/S Rolex Logistics Pvt Ltd, Kochi and talked with somebody over there who informed him that I have purchased the Inverter on 22 nd September as per the copy of my invoice. Here I would like to state that I have no contact with any person of APC till 25 th September and on 26 th September I had contacted APC’s authorized sales personal and asked for a broacher and other details about the inverter. The very next day I talked again to him, enquired about the products specifications and asked for my choice of batteries with a 100 Ah of any other make rather than AMCO. But he told me that the AMCO 6UPS 75T tubular battery is the only choice with the inverter package, that they could provide and I could go for my own choice from the open market provided that the battery service should be done by myself and it will not be attended by APC service personal even during the PM service. In order to avoid the conflict of service I was compelled to agree for the inverter package on 27 th September. On 28 th September APC’s installation party came to my site and installed the wiring and the batteries and finally on 29 th September the Inverter was brought (which was arranged and transported from the Kollam dealer) and got it fixed. The APC Equipment Installation Report and the Invoice was given to me after the installation of the inverter and the bill was paid off. After my conversation with Mr Sankar Ganesh on 06 th October I came to notice that the Invoice is dated with 22-09, while the APC Equipment Installation Report shows the same Invoice No.(243) with the date as 29-09. I do not know, what benefited out from quoting an earlier date in the original invoice against nothing but it states that cheating starts from the first second of the purchase itself. During the conversation with Mr Sankar Ganesh, when I asked him that in this faulty condition of the battery what should I do with the inverter. I was shocked to hear that in his own statement “ You can decide by yourself whether to use it or not. “, ie he is not bothered of what I have bought or whether I am using it or not. Perhaps Mr G Ragavendran and Mr Sankar Ganesh who are within the APC framework might be utilizing all their gains, amenities and benefits at the maximum level from the company APC India Ltd for cheating the customers to their level best.
After this I contacted several persons related to APC India Ltd and AMCO batteries and I am been forced to call this and that numbers by skipping from each to other one, by saying that it is not the case to be attended by ourselves the APC and AMCO, making me a heavy expense of telephone conversations.
From then onwards I am forced to shut down the inverter during day times for cooling down and use it only in the nights with minimum usage during power cuts. Even then the battery fluid is seen boiling in the mornings and the fluid level backed up on 25 th September has dropped down to the rock bottom. Now I am forced to shut down the inverter in full since 10 th October bearing all the consequences arriving over the frequent power failures.
On this context I would like to state clearly that as the manufacturer stated in the battery packing as American Power Conversions (India) Ltd, Bangalore, APC India Ltd’s Authorised Service Nodal centre Rolex Logistics Private Limited, Kochi and Trivandrum Service Centre ‘YEMYEM Enterprises (Formerly Yemkey Enterprises), Vinayaka Plaza, Nanthancode, Trivandrum are equally responsible for the crisis occurred to me by taking an adamant attitude of not replacing the faulty batteries which still posses the 3 years warranty as per the warranty card from the date of purchase to the orginal buyer. Hence I kindly request the company’s immediate intervention in to my grievance and take necessary steps to replace the batteries with new ones (2 Nos) of the same type failing with which I will be forced to act accordingly through legal procedures and hereby states that the physical and financial consequences arising so will be equally vested jointly upon American Power Conversions (India) Ltd, Bangalore, APC India Ltd’s Authorised Service Nodal centre Rolex Logistics Private Limited, Kochi and Trivandrum Service Centre ‘YEMYEM Enterprises (Formerly Yemkey Enterprises), Vinayaka Plaza, Nanthancode, Trivandrum.
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