Complaint Details

Status	:	Closed
Complaint No	:	0006920/2013
Category	:	Consumer Goods
Date	:	23-10-2013
Subject Line	:	Poor outdoor unit design and Warranty claim disagreed
Complainant	:	Dinesh Babu S
Address	:	G1, no. 12, Soolapandian Street, Ekkattuthangal,
Complainee	:	Daikin Airconditioning India Pvt. Ltd
Address	:	12th Floor, Building No. 9, Tower A, DLF Cyber City, DLF Phase - III Gurgaon - 122002, Haryana (India)

Complaint Details
I bought an inverter type AC on 21st January 2013. During the month of April, I had to shift my house and hence I had registered a service request by the 10th of April. I was told it would take a week and I accepted since I had to shift only by the 15th of april and I would pay the rent for the entire month of april. No one turned up and when I called up again, they asked for 7 more days and I agreed to it as I work in service industry and know that it was peak season. Again I called around 20th to 25th as the month end was reaching but still the Ac was there in the old house while I had moved to the new house and was living without Ac. Even till 30th of April no one turned up and since I had to vacate the house completely by 1st of may I had to make an issue of the same but even that didn't work as no one turned up till 1st may. So I called up again to cancel the call and took the help of another vendor to remove and reinstall my AC. Why should I need to pay another month rent just because my air conditioner is fixed in that house.

Now coming to the present, when my AC was flashing a green light, I called up the authorized service center and was informed that they would not come to the new address. When I enquired about the reason for them not coming to attend, I was told that they have not removed and reinstalled the AC. I said that it was fine and informed them to come for an inspection to ascertain what the issue and for that also I was told a flat NO. I told them that if it was a reinstallation error, I would pay the charges for the rectification and for that also I was told no. I asked for appellate authority number and was not given any. I have got fedup talking to their people.

When I went to my outdoor unit and saw, I found that a lizard had walked over the board it has got fried and shorted the circuit. It was clear that there was no reinstallation error and this was a random incident and a design problem of Daikin outdoor unit to be precise. It is not suitable for such an important board to be on the outdoor unit without any insect protection or something. it is just exposed.

My concern is if there has been instruction from M/s. Daikin to its authorized service centers not to attend to relocation requests and hence reducing the warranty claims. If so, this is the most unethical practise that can be done.

Daikin is having poor after sale service. I have been mailing and talking to them for a long time, nearly 3 months but their response has been pathetic to say the least.
Really feeling pathetic about their service center and the kind of followup their people have.

1st service request no. given by Daikin:MAA130811061 based on first mail.

Then call came from Daikin and confirmed they will come on 31st aug. But no response. When we called on 31st aug to the mobile no. given by daiken along with service request they told they could not come. Then we approached to Customer care. They told no complaint details available against request ref no.

Then they have given new request no MAA130812989. and confirmed the person will come on 31st. But after two followups also no response.

2nd Sep one service engineer contacted us and asked for the issue. He told no such information received for new address which is ekkatuthangal. Then he told he will tel to their team and organise some one to contact us. After that no one is turning up.

We have wasted a whole day waiting for Daikin persons and no proper response received yet.

I get msg on a daily basis stating that my complaint would be attended and after sometime another msg stating that my complaint is closed. how can a complaint be closed without coming to site and without the service report being signed by the customer.
To add insult to injury, i get a mail frequently from Daikin asking for feedback about product and service.

All of a sudden one day i get a quotation for the new board costing 15000 Rs. from someone who says he is the authorised service dealer.

My complaint is why should i pay for an air conditioner which is under warranty and failed because of a design fault from daikin. Thank you.

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