Complaint Details

Status	:	Closed
Complaint No	:	0002012/2012
Category	:	Consumer Goods
Date	:	28-04-2012
Subject Line	:	Complaint against Gas refilling of Split A.C.from Voltas India Limited
Complainant	:	Saurav Bhattacharya
Address	:	Flat No: 304, B/2, Rajmoti (I) Complex, Charvada Road, Gunjan, Vapi – 396 195, Gujarat, India.
Complainee	:	Voltas India Limited
Address	:

Complaint Details
Dear Shri. Ashok Soni,
With due regards, I am stating to the fact that I am completely fed up after subsequent calling to Customer Support regarding the gas refilling of my A.C. (1.5 TR Five Star Vertis Gold, Serial No. I/B 40151704, O/D 408130181, Date of Purchase: 30.09.2011). My subsequent request nos. are ‘12AP1808221’,’12AP2202809’ & ‘12AP2304513’.
I have purchased and installed my A.C. from Polar Cooling Industries(C/8, School Road, P.O. Sodepur, Kolkata-700 110, Ph: 033-25658811, Mo: 09331810414). On 18.04.2012, I intimated to customer support (bearing no. 12AP1808221) regarding ‘Non cooling of my A.C.’ Then I was told that within 24 hours your problem should be attended. Again, on 22.04.2012 I intimated the same problem to customer support (bearing no. 12AP2202809). On the same day, one service person (Mr.Kabir) came from Regional Service Centre from Voltas (Ph: 033-25873043, email id: prompt.service@yahoo.co.in) and detected the gas leakage from copper pipe of my A.C. and at the same time, he told that as this A.C. was installed through dealer not from Company, so it would be chargeable basis (Rs. 1800 for filling 1.5 kgs gas + Rs. 600 transportation)though it is under warranty period, otherwise you can contact to Dealer. Then, I contacted again on 23.04.2012 to Customer Support (bearing no. 12AP2304513) to know about the terms & conditions during warranty period whether it should be free of cost or not. Then, I was confirmed that this gas refilling would be free of cost under warranty period whether the A.C. was purchased and installed from the customer side or dealer side and also confirmed that gas refilling will be attended within 24 hours. Then, I called once again to customer care (Chandigarh) on 25.04.2012 not for attending the said problem. But, it was very unfortunate to me when I got response from Mr. Mahindra (Customer Care Executive, Chandigarh) that I have to contact with the dealer for executing this problem and also, he added that please call between 10:00 A.M. to 06:00 P.M. to get confirmation of my query. I contacted even the dealer also, but unfortunately I didn’t get any positive response till today.
Failures observed from Voltas Customer Support are as follows:
1. Very delayed response after several times contacted into customer support during peak summer (at the last week of April).
2. Received two opposite responses (1st time, I was told the gas refilling would be free of cost and 2nd time, I was told that gas refilling would be chargeable) from customer support in two different times.
3. Customer Support not acted seriously to take it further as a complaint against Regional Service Center and the said Dealer.
Finally, I posted the above incident online into Complaint Forum of Voltas India Limited on 25.04.2012, but still I didn’t get a single call from Voltas.
In view of above, my humble request to you that please expedite this matter urgently so that I can utilize my A.C. effectively during the scorching heat of summer.
Regards,
Saurav Bhattacharya,
Manager-Production,
United Phosphorus Limited, Vapi.
(09925657921)

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