| Name of Complainant | |
| Date of Complaint | July 8, 2023 |
| Name(s) of companies complained against | Voltas |
| Category of complaint | Electronic Appliances |
| Permanent link of complaint | Right click to copy link |
| Share your complaint on social media for wider reach | |
      |
|
I bought a 1 Ton inverter AC from Voltas in May 2022. I shifted home in Dec and reinstalled AC in April 2023 but it was not cooling.
I have raised a Support request ticket (23051115041) on the 11th May for the same to check.
Mr Ashfaq came on 13th may to check and after inspection he said the outdoor unit coil may have some leakage. He called his team leader Mr Srinivas to check the warranty and informed me that its warranty was for 1 year and 1 year expired just a week before so i will need to pay for it and it will take 3-4 weeks to get the coil.
I told him if he is sure we can go ahead with that. But then he again checked and told me the installation is not proper and copper pipe used is not proper and he can cause leakage so I need to change the copper pipe and do the installation again. He created an environment where I had no choice then to say Yes to redo the work.
Now when I think back it seems this is a tactic used by the agency providing service to make money. There are two problems with this.
1. Mr Ashfaq & Mr Srinivas – Agency lied to me about the warranty period of the coil. The warranty is 2 year and they told me that it’s 1 year which was a lie.
2. They created an environment where I had two choices: either don’t fix the problem or redo the complete installation. They took 8000/- in cash from me for the reinstallation.
After installation i kept AC on but to my surprise AC stopped cooling after 2-3 hours. I informed Mr Asfaq same on whatsapp and he replied that now we will need to change the coil and I need to raise another request for the same.
For some reason (23051115041) request was cancelled instead of closing, this is a clear indication of manipulations done. I have paid 8K for work and I was not given any bill and on top of that the request is cancelled. I got this SMS on 14th may and the work was done on 13th May. so it’s a well planned strategy to fool customers.
Below is the SMS received. Another query is that I got Mr. Mahindra’s name as technician in SMS so why did Mr Ashfaq came to visit?
3) Even after spending 8K, the AC was not working.
All this happened between 3:30 PM to 9 PM. Attached is the chat screen where I have sent the bill to check the warranty and later at 9 PM I was informed cooling had stopped but no reply came.
I raised a new ticket (23051823416) on 18th May and Mr Lalith visited on 19th May.
Mr Lalith checked and confirmed the coil needed to be replaced and it was under warranty.
He even spoke to Mr Ashfaq to understand why they communicated that there is no warranty and what was the need to do reinstallation.
Based on my discussion I could figure out that I was manipulated and re-installation was not required and they cheated me for 8K.
4) I want to know what Voltas can do about this cheating and how I can get back my money which I had to spend based on the manipulation ?
Mr Lalith confirmed that they have ordered a coil and it will take 7-8 days to receive it from the Company.
I started following up with Mr Lalith as there was no other way to check the status but I didn’t get any update for weeks.
I raised the escalation in the Voltas portal which was assigned to Mr Santosh 9035727813, Escalation Number:4000069058.
I waited for a few days and finally called Mr Santosh on the 14th June as no action was taken even after escalation.
Mr Santosh took a Franchise person on call and I came to know that Coil is already received 2 weeks back but they just kept it instead of coming and changing it.
I again have few queries:
5) if part was received why franchisee why they didn’t come to replace
6) Why did I have to call Mr Santosh after raising an escalation and no action was taken by him for close to 2 weeks. Also what steps has he taken to ensure the problem is resolved after that call?
After multiple follow ups Mr Lalith visited on 18th June and changed the coil and then came another twist. He informed us that the installation done by Mr Ashfaq is not correct and we need to redo it. He left his Gas measurement meter plugged in the outdoor unit and left his service Bag also saying he will visit on 19th May to redo the installation.
After that as usual no one came to visit, Mr Lalith called multiple times in between asking if work was done or not and his usual reply he will check with his TL.
In the meantime I approached Mr Santosh on call but no response.
Afte lot of calls, reminders I got a call from Mr Mohan from Voltas on 30th June saying we will send a person to fix it and can you give back Mr Lalith Service bag.
I again have few queries:
7) Reinstallation done by Mr Ashfaq which was Voltas representative. How come that was wrong? Did he charge me 8k for the wrong installation? Can i get back my money as 1st place it was not required and 2nd place he didn’t do it properly as per your technician?
8) Why Mr Lalith didn’t come back to fix the issue on 19th June and didn’t even come back to collect his belongings which I never denied that I will not give?
Just to update I informed all of these events and miscommunication, cheating by Mr Ashfaq to Mr Santosh and Mr Mohan both.
Finally on 1st July, 2 people came along with Mr Lalith and they started working. Mr Lalith said they will do the work and he will come in the evening to check.
To my surprise these people had not even plugged in the AC and tested it, so I was not sure what work they had done. Is the AC working now? I have no idea?
Again my follow-ups with Mr Lalith and Mr Mohan started. Mr Mohan committed he will ensure the problem is resolved by 3rd July and he will send Mr Lalith to check. In fact Mr Mohan had no idea what work these people have done.
Despite my reminders to Mr Santosh, Mr Mohan and Mr Lalith no one has come till 8th July to check the problem.
on 8th July, Mr Mohammad came and he declared Outdoor PCB is faulty that require replacement.
Every new technician is brining new favour to the problem. I have sincere doubt on the capability of these technicians.
If outdoor PCB was faulty , why they have changed outdoor coil. Or the earlier technicians made it faulty during coil replacement.
On top of all these why they have changed copper pipeline not once but twice.
No one has any clue. Mr Santosh who is suppose to handle this escalation has not even bothered to check status what’s happening
I have not used AC in summer even for a single day. Its more than 2 months now we are in this circus.
I have made a big mistake by buying Voltas AC and trusting the technicians coming from Voltas and paying cost not only for multiple installations which were not required but also by spending time following up with people who don’t even care about customers.
I would like to get my money back form Voltas which I spent to buy the AC and paid to the technicians for changing copper pipes.
As per Voltas Portal SR and Escalation ticket details:
SR : 4513343G23DB06914
Escalation Number:4000069058
SR : 4512784D21BA00474
Escalation Number:4000069059
Extremely disappointed customer,
Ajit Kumar Sharma
