Name of Complainant	Ms Parul C Kakkad
Date of Complaint	May 17, 2023
Name(s) of companies complained against	Daikin
Category of complaint	Electronic Appliances
Permanent link of complaint	Right click to copy link
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ITS A BRAND NEW AC!!!! ALL I’VE DONE IS COMPLAIN AND WAIT FOR A
RESOLUTION, BUT TO NO AVAIL. I’M ASKING FOR A REPLACEMENT OR REFUND.
ITS NOW THE MIDDLE OF MAY 2023 AND I’M UNABLE TO USE MY AC WHICH I HAD
PURCHASED TO USE DURING THE SUMMER. NONE OF THE SERVICE LEVELS ARE
RESPONDING TO THE LAST EMAIL I MAILED ACROSS, INCLUDING THE MD
HELPDESK MAIL. IN THAT MAIL I’VE SEPERATELY ADDRESSED THE MD AS WELL.
KINDLY HELP ME RESOLVE THIS ISSUE. ITS A HEADACHE SINCE DAY ONE.
We had purchased a Daikin AC in February 2023 and received the same on
11th February 2023.
The box in which the indoor unit was packaged was covered in bird poop.
Thereafter the service person Ayaz visited our home for installation
and mentioned that the AC brackets will not fit and that we should get
a stand made for the same. He provided us with the name and number for
the concerned person who will make the same. During the visit whilst
he was giving us this information the service person did not check the
unit nor did he mention that we had only ten days in case of any
issues with the unit to return the same to amazon. He also failed to
mention that the unit does not come with a plug for the same and that
we need to arrange for it.
At the time of the purchase from Amazon it showed 1500/- added for
installation. I consequently visited their offices at Kala Khoda,
Vadodra , on the 21st of February 2003 to enquire about the said
charges. I spoke with a Mr. Shubham, he mentioned that he is not aware
of this and cannot guide me regards the same. I also informed of the
additional charges that the service person informed us of and he said
he’ll come and have a look, but he did not. He also mentioned that
this is not his department and he’s more into the commercial part of
it.
The technician Ayaz gave us a time of 3pm on the 21st of February
2023. We waited and called around 4:30 pm to enquire as to when he
will come for the installation and he said he’s gone on another call
and will come when he finishes with that particular call. He finally
showed up around 5:30-6:00 pm. After showing up for the installation
few other guys also showed up and he said we’ll need extra wires and
stuff and that will cost us Rs.1650/- and another Rs.80/- for the plug
and also charged us for the installation Rs.1500/-. We paid an extra
Rs.3230/- + Rs.2400/- for making the stand for the outdoor unit.
After the installation he showed us the remote and said this is for
temperature change, this is for changing the swing and the other
things you can look up in the book. When we asked him to stamp the
guarantee warranty part of the book he said it’s not needed and that
the bill is enough.
As the weather did not require AC usage we did not start using it
until sometime in the second week of March 2023, towards late night.
We used it for two nights and the AC was not cooling correctly as per
the desired temperature we had set it to. 24 degrees. The outdoor unit
on both the nights made a loud sound during operation and almost one
hour into the operation it switched off with a loud shuddering sound.
I waited and switched it on again after 5 minutes and the same thing
occurred, after which I stopped using the AC altogether.
After this I informed the Daikin people at amazing cooling that the
demo was not given correctly and that the AC is not cooling as per the
desired temperature selected and that it makes a loud shuddering sound
and it switches off on its own, sometime in the first week of April.
The same song and dance three different technicians came and none of
them came on the decided time. One of the technicians we had to co
ordinate with directly as he did not show up the day he was supposed
to, the 10th of April, 2023. We were told in just awhile he’ll be
there and we waited until 6 in the evening and he did not show up.
Later in the evening the amazing cool people gave us a number after us
messaging and calling them and said you’ll co ordinate directly with
the technician. The technician gave us a time of 12:45pm and after
repeated calls finally showed up a little before 4pm, on 11th April,
2023. He said that the outdoor unit is not installed correctly!!! How
do we know what is correct and incorrect, the Daikin people came and
installed the unit!. He said for the cooling whilst operating the AC
we should turn on the fan also and keep it 2. When I said I do not
want to operate the fan he says keep it on 1!!! The AC was not doing
its job and cooling the room even though the Daikin ad says cools well
at 50 degrees!!! It was probably 38 degrees or so that day and after
half an hour of operation the room temperature was stuck between 26-27
degrees in different areas of the room. He had nothing more to add!
And he left.
I complained again as the cooling was not happening and the noise from
the outdoor unit was scary and it was switching off.
Thereafter I looked the Daikin website on the 12th of April, 2023 and
tried the numbers provided and most were either belonging to other
people who had never worked at Daikin or out of service. By this time
I had also started mailing the service level escalation email ids
provided, ccing all the ids in all mails. I had also tried the number
provided on their website which mentioned giving a missed call and I
would get a call back. I did not! Further to this Mr. Deepak Jain
(service level escalation person)said raise a ticket. So i raised a
ticket immediately and chose the option that was closest to the issue
and mailed him a screen shot of the same. After this i received an sms
mentioning that I should not pay the person and on service completion
the technician will ask for a work completion code on completion. This
technician showed up on time but did not ask for the work completion
code and during this entire fiasco we were not using the AC due to the
fear that something might go wrong.
After mailing all the service level email ids provided including the
md helpdesk, Shubham plus 4 other people came to check the AC during
the afternoon. The outside temperature was around 38-40 degrees. They
switched on the AC at the temperature of 24 degrees for half an hour
wherein the room temperature was varying between 25-27 degrees and
further to this the next half an hour the AC was set to 18 degrees and
the room temperature showed maybe a difference of a degree! Then they
say ohhhh your home is on the top floor ( how does it matter!!) , but
it isn’t. I asked them to go up a floor in my building and verify that
there is another apartment above mine. Then they are looking to see
which side the sun rises and the sun sets!! I’m asking about the room
cooling and the functionality of the AC and the noise and they are
looking and checking to see how best to give me the run around. I also
showed shubham the video recording of the night that the AC outdoor
unit made a shuddering sound and switched off and he says its on
timer. But he did not check that during his visit. We are almost in
the middle of May 2023, and I’ve not been using the AC for the fear of
some electrical issue occurring. One waseem bhai told shubham that
since they are mostly using it at night let them, the temperature is a
few degrees cooler outside then!!. They are saying they’ll replace the
PCB part of it.
Even the AC remote stays on after the AC is switched off. My understanding is that the remote display goes off after a while, however, this remote the display is still on, even now! I’VE not used my AC since the complaint and the remote is still showing the display!
mdhelpdesk
Cc: Vikas Gupta , customerservice
, amd service
, servicehead
, ullas sharma
, vishal nair
, Rajesh Tomar
, shubham dadhich

These are the emails I’ve mailed.
ITS A BRAND NEW AC!!!! ALL I’VE DONE IS COMPLAIN AND WAIT FOR A
RESOLUTION, BUT TO NO AVAIL. I’M ASKING FOR A REPLACEMENT OR REFUND.
ITS NOW THE MIDDLE OF MAY 2023 AND I’M UNABLE TO USE MY AC WHICH I HAD
PURCHASED TO USE DURING THE SUMMER. NONE OF THE SERVICE LEVELS ARE
RESPONDING TO THE LAST EMAIL I MAILED ACROSS, INCLUDING THE MD
HELPDESK MAIL. IN THAT MAIL I’VE SEPERATELY ADDRESSED THE MD AS WELL.
KINDLY HELP ME RESOLVE THIS ISSUE. ITS A HEADACHE SINCE DAY ONE.

Image Uploaded by Ms Parul C Kakkad: