Complaint Details

Status	:	Resolved
Complaint No	:	0015355/2014
Category	:	Consumer Goods
Date	:	14-03-2014
Subject Line	:	Brand new geyser gone faulty with no service & replacement for 4 months
Complainant	:	Ajay Kumar
Address	:	640, Sector-5
Complainee	:	Bajaj Electrical Ltd.
Address	:

Complaint Details
Date: 14-Mar-2013

Subject: Brand new geyser gone faulty twice in 4 months with no service & replacement

Sir/Madam,

This is to bring to your kind notice that my mother (Smt. Usha Kiran) bought a new geyser on 08-Nov-2013 from Air Force Canteen, Race Course Road, New Delhi-110001 vide Bill No. 208545, Dated 08-Nov-2013 (Copy attached as Annexure-1). The details are as follows:

Make: Bajaj
Model: Majesty Glassline
Capacity: 25 Litre
Serial No: 071300976

We got the geyser installed on 09-Nov-2013. However, on 20th Nov 2013, I noticed that the heating Green indicator went off; however the water was getting heated. On 22th Nov 2013, I noticed some electric sparking noises coming from the geyser. On inspecting carefully, I realized that even the water was dripping from the geyser. On 23rd Nov 2013, I called up Bajaj Customer Care & Complaint No. 3581014 was logged & I was told that the engineer will visit me on 26th Nov 2013 since they cannot attend my call on weekends. However, on Sunday, 24th Nov 2013, 09:58 am, I received a call from an engineer calling from mobile no. +91 8130192093 & he promised that he shall visit me in another 1-2 hrs. However, even after 3 hrs. he did not turn-up. Despite calling him several times, he did not pay call back & still I kept waiting for him for the whole day.

No one turned up for the next 2 days & on 27/11/2013, 04.28 pm, I called up customer care again & spoke to Ms. Priyanka & explained my problem. She gave me the no. of Mr. Neeraj Saini, 9254147300 (Services In charge Haryana). However, he did not pick up my no. Again I called up customer care on 27/11/2013, 04.35 pm & spoke to Mr. Gaurav & explained him the matter once again. Gaurav gave me the no. of Mr. Lalit Pant, (Mob. 9999979827, Sr. Manager, North India). I called up Mr. Lalit & explained him the whole issue for the 3rd time & the pain I was going through for the last one week. He advised me to call & drop an sms to Mr. Neeraj Saini but it was all useless. Finally Mr. Lalit had to take Mr. Neeraj in conference call & yet again for the 4th time I had to explain the whole issue to him. Mr. Neeraj promised to send an engineer on 28th Nov 2013 during the day. I took the leave from my office, especially so that the geyser issue can be resolved once for all. But no one turned up till I followed up numerous times with Mr. Neeraj again on 28th Nov 2013. The engineer Mr. Rahul showed up at 7:30 pm & checked the geyser. He told up that the tank is leaking & need to be replaced, which was unbelievable since it was a brand new geyser, hardly used for a week. I told him to get the geyser itself replaced & not repaired. He informed the status to Mr. Neeraj but Mr. Neeraj told me that, the tank cannot leak & he wants to personally have a look & take the next step. He promised to visit me the next day i.e. 29-Nov-2013. I again took a half day leave from my office on however, no one turned up. Even the phone of Mr. Neeraj was switched off.

After escalating the matter again to Mr. Lalit, Mr. Neeraj showed up with one Mr. Satinder (9212298013) on 30th Nov 2013 at 12:00 pm & took one full hour to check the geyser. They tried to convince me that there is no problem with the tank/geyser & that only a nut was loose & water has stopped dripping. Also that they’ll get the LED for heating light replaced by 1st Dec 2013. I then went to Delhi for some personal work & when I returned on 1st Nov 2013 at around 9:00 pm, I found the water dripping again from the geyser. I tried calling Mr. Neeraj but to no avail as usual. Finally I dropped him a sms.

On Monday, 2nd Dec 2013, I called up Mr. Neeraj again & he promised to send another engineer again. As expected no one turned up the same day & on 3rd Dec 2013 at 8:00 pm, an engineer showed up. He took almost two hours but all his attempts to repair the geyser failed. Finally he told Mr. Neeraj that the geyser is actually faulty & needs replacement. Mr. Neeraj then promised me that by the geyser will be replaced.

On 5th Dec 2013, Mr. Neeraj called me up that the new geyser has arrived & they will get it installed post 7:00 pm as requested by me. But again the same flop show & I kept waiting for Mr. Neeraj, however, as usual he did not pick up my call. The status was same for 6th Dec 2013. Finally I could manage to get through Mr. Neeraj on 7th Dec 2013 & he said that he’ll get it installed by 4:00 pm on 7th Dec 2013. But I seemed like a fool waiting for the geyser. I again called him up at 7:00 pm & he passed the phone to Mr. Satinder. Mr. Satinder again said that it will be installed by 1:00 pm on Monday 9th Dec 2013, despite knowing that we are not available on working days & have already taken 2 leaves from office. However, I’m not surprised now that no one bothered to even call me despite several reminders & smses. After escalating the matter Hon’ble Consumer court it was fiannly replaced on 24-Dec-2014.

Just after almost 1.5 months again on 17th Feb 2014, the geyser started leaking heavily & I logged another complaint no. 4127497 on 17th Feb 2014. However, no one turned up for 4 days. Then I called up the Bajaj Electricals customer care & was given a fresh complaint no. 4152499. The engineer turned up after 6 days after escalating the matter to Mr. Lalit Pant one Mr. Sunil Kaushik repeatedly & took the geyser for replacement. Since then I’m running from pillar to post to get it back but avail. I do not have they geyser yet & I’m forced to take bath in cold water with a family of 6 including 2 small kids. They kids have gone sick several times during this period & I was made to spend huge amounts for their medical treatment.

I hope with the explanation above, you would have realized the immense mental harassment caused by the servicing engineers & managers. I am without hot water for last one month & nothing seems to be moving at all. Is this the level of services a renowned company like Bajaj Electricals provides to its customers? This is absolutely unjustified & unacceptable behavior for Bajaj Electricals & its employees.

With high expectations, due regards & fair conduct from Hon’ble Consumer Court, I request the following be rewarded:

1. My original amount be reimbursed with simple interest @ 10% pm as I am no more interested in buying Bajaj products due to their pathetic services.
2. For the mental harassment & monetary loss due to availing leaves from office, telephone, taking cold water bath for 4 months despite buying a new geyser, etc. I shall be granted a compensation of at least Rs. One Lac only.
3. Strict action is taken against all involved servicing employees of Ms. Bajaj Electricals Ltd top cause mental harassment & not delivering any services at all to the end customers.

I shall be greatly thankful to you.

Thanks & Regards


Ajay Kumar
H.NO. 640, SECTOR-5,
GURGAON-122001.

Mobile: +91 9717994884 / +91 8826466668 (Amod Kumar)

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