Name of Complainant	DEBABRATA DUTTA
Date of Complaint	July 5, 2023
Name(s) of companies complained against	Commercial Airconditioners & VRF Systems in India., IAPL Group : Mitsubishi Heavy Industries – Mahajak Airconditioners Co. Ltd. has authorized IAPL Group, India for sales, marketing & service of Mitsubishi Heavy Ind. Heavy Duty Room
Category of complaint	Electronic Appliances
Permanent link of complaint	Right click to copy link
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Good Day,

This is to bring to your notice that Mitsubishi Heavy Service technicians from Durgapur and Kolkata have been unable to resolve the fault of my above-mentioned inverter AC ( which is out of warranty) even after repeated visits. Initially they said the outdoor fan was faulty. This was replaced by a new one but the fault was not repaired. Then they said that the AC required servicing. This was done. But the fault was not resolved. Then they said Outdoor PCB needs to be replaced and was replaced. This also did not resolve the issue.
I was recently informed (on 20 June 23) by Mr. Arindam from Kolkata that I have to make a prior payment for new outdoor PCB and attending charges then only the technician will attend.
I find this quite illogical that a payment has to be made before the resolution of the issue is done.
It seems the service technicians don’t have a clue as to what is the root cause of the issue. They are doing a trial-and-error method, and in the process, they have damaged the outdoor PCB and are now asking for its replacement charges!!
I have already made a payment of about Rs 8000/- ( Fan + attending charges+ maintenance/cleaning charges) without any resolution..
And now, I am being asked to make a further a prior payment of approx Rs13500+/- with no assurance/ guaranty of permanent repair.
In this way, cost involved for repair certainly would add up to the price of a NEW AC because of the ill-trained service technicians who do not have any clue as what is the fault.
This is beyond logic and not at all customer care friendly approach of your Company at all.
This is sheer harassment. As a customer I have right repair even if it is out of warranty.

Please find below chronologically the work done by the Mitsubishi Service technicians from Durgapur/Kolkata.
1.    In May 22 : The AC was giving problem and tripping.
      Your Service Centre in Durgapur and Kolkata was informed
2.    The Service Technician attended and advised that outdoor fan motor was defective.
      The service charge for the attendance/ investigation was paid.
3     The payment for a new fan was done through bank transfer.
      June 22: The service technician attended and replaced the outdoor unit fan with the new one .
4     However, on replacement of the fan, it was found that the AC was tripping after running for some time.
      The attending service technician after conferring with the service center, decided to jet clean the indoor/ outdoor unit and carry out service of the AC..
      The payment for this was done.
5     After carrying the wet cleaning /maintenance, the technician informed that AC outdoor fan was not starting, and hence he will inform the service center, and       inform me about the next course of action.
6     In due course another service Technician was sent re-examine the issue.
      He informed that the outdoor PCB is defective and needs to be replaced.
      So, it’s obvious the outdoor PCB was damaged during wet cleaning of the condenser unit.
7     In July 22: The service technician attended with the required new PCB and replaced the outdoor PCB with a new one.
      However, on restarting after PCB replacement, AC ran for about an hour and then stopped as the outdoor fan had stopped/tripped . There was no power outrage
      during that time.
      Though the issue was not resolved, the technician insisted on the payment of the PCB. I informed him and Mr. Arindam (Kolkata) this will be made once matter is
      resolved and the AC runs continuously ( As an inverter AC is supposed to run throughout unless manually stopped). The ill trained technician was trying to
      convince me that since the AC worked for an hour, so everything was OK !!! I refused to accept his irresponsible statement.
      So, the technician removed the PCBs ( indoor and outdoor ) and took back new outdoor PCB, as directed by the Kolkata service centre. He informed that he will
       come another day and to resolve the issue.
8.    However, in August 22: I met with an accident and was hospitalized with spine injury and had to undergo treatment for a long time. This was informed to
      Mr. Arindam in Kolkata.
9.    In May 23: Once I was physically able, I informed Mr. Arindam regarding the pending work and initiate resolution. The service technician attended/checked. He
      informed me that will take the Indoor and outdoor PCBs to their Kolkata office for investigation, to which I agreed to.
      He took both indoor and outdoor PCBs along with the both outdoor fans( defective and new) / reactor unit /remote control along with all sensors and display
       unit to their Kolkata office.
      All the above items are presently in custody of your Kolkata Service Center.
10.   On 20 June 23, I was brazenly informed by Mr. Arindam from Kolkata that I have to make a prior payment for new outdoor PCB and attending charges then only
     the technician will attend to further fault find..

I, therefore, request to please look into the matter and resolve this issue without any harassment to me at the earliest as I shall be going out of station for work for 4 months from 16 July 23 onwards.

Thanks and Regard.
Debabrata Dutta.
Chief Engineer.
Asansol, West Bengal

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