- Defective ac supplied and in spite of the promise of replacement at the time of purchase now company ^Open

Sudhir saksena filed this complaint against Croma on Feb 02, 2023

From: "sudhir saksena" <saksena**@yahoo.com>
To: "grievance.officer@croma.com" <grievance.officer@croma.com>
Cc:
Sent: Thu, * Nov **** at **:** pm
Subject: Replacement request for defective A/c *.* ton split a/c convertible
Dear Sir
I had purchased a convertible *.* ton split A/C from
Croma Outlet at Aditya MAll Indirapuram Ghaziabad on
**.**.****.
The details of purchase are as follows
Till No. ****
Order No. SOA************
Item Description - ZPAK - CROMA INV/AC*.*T
CRLAINO***T*****S
****** **/** with extended warranty for * years.
At the time of purchase I was informed that the AC will be
replaced if any problem arises.
the ac was defective from the day of installation as the
remote was not working properly but the guy who came to
install did not ;listen and said it is fine.
when the problem continued and I complained about it the
person from the franchise came and said the remote was
defective and replaced the remote. even after replacement
of remote the problem was not resolved. The mechanic
who came to check the AC does not have any formal
training and certificate.
I once again complained and the same person came and
told me that you dont know how to use remote. When
insisted and asked him to check the PCB he found that the
PCB was defective. Few days later he came and changed
the PCB but still the problem was not resolved and the
feature of convertibility is no longer available in the AC.
After some time the gas of the AC leaked and it started
throwing water and ice. Once again the complaint was
lodged, The person from the frachise visited and informed
that the valve of the outer unit is leaking which has to be
repaired and gas will have to be refilled
he refused to repair stating that the Ac was installed out
side window on sixth floor so he can not repair the same.
Almost for a week I had to follow up and all sort of
excuses were given by the mechanic and their supervisor.
The supervisor even asked for the details of the person
who had installed the AC .
My previous AC was also installed at the same place for
the last more than * years and was periodically serviced
by other vendors. No body ever complained.
However when I asked the supervisor his details and the
details of franchise within * hour he sent * persons and
the Ac was repaired.
Within six months of purchase there have been so many
problems in the AC that I had requested the customer
support center to put a request for the replacement of the
AC which has not been done.
The convertibility issue is still pending. Customer support
has closed my complaints three times without even
checking if my complaints have been resolved or not.
On ** October I again called the customer service call
center and requested to escalate the matter for
replacement of the AC but the complaint has not been
registered as I have not received any message from them
which is normally received with the reference number . I
am sure that neither my complaint has been registered nor
escalated and entire recording might have been deleted.
Under the above circumstances request you to please
take my case on priority basis and replace my AC
immediately.
---- Forwarded message -----
From: "sudhir saksena" <saksena**@yahoo.com>
To: "grievance.officer@croma.com" <grievance.officer@croma.com>
Cc:
Sent: Mon, ** Nov **** at **:** pm
Subject: Re: Replacement request for defective A/c *.* ton split a/c convertible
Dear Sir
Thank you for your reply which had left me either no option but to go to consumer court
and claim replacement along with damages for mental torcher as well as false
commitment at the time of purchase of the A/C because we were clearly informed by
the sales person that the A/c willbe replaced in case of any defect.
Thanks
Dr. Sudhir Saksena
**********
Sent from Yahoo Mail on Android
On Sat, ** Nov **** at *:** pm, Grievance Officer
<grievance.officer@croma.com> wrote:
Dear Sir/Madam,
Greetings from Croma!
We apologize for the inconvenience you encountered recently, we regret the delayed
response,
As per the update from the store team that they have not committed on replacement
hence we can arrange for the technician visit, hence we are closing this case.
Should you need any additional support in the interim, do feel free to call us at ****-
***-***** and we’ll be happy to help.
Regards,
Grievance Officer
Infiniti Retail Limited | A TATA Enterprise
Contact: ****-***-*****
Email: customersupport@croma.com| Shop at: www.croma.com
--------------- Original Message ---------------
From: Grievance Officer [grievance.officer@croma.com]
Sent: **/**/****, *:** pm
To: saksena**@yahoo.com
Subject: Re: Replacement request for defective A/c *.* ton split a/c convertible
Dear Sir/Madam,
Greetings from Croma!
We apologize for the inconvenience you encountered recently, we regret the delayed
response,
With reference to your email, we have registered your complaint via ticket number
<DEL******FS*****>, however, please allow us ** to ** hours to come back to you
with an update.
Should you need any additional support in the interim, do feel free to call us at ****-
***-***** and we’ll be happy to help.
Regards,
Grievance Officer
Infiniti Retail Limited | A TATA Enterprise
Contact: ****-***-*****
Email: customersupport@croma.com| Shop at: www.croma.com
--------------- Original Message ---------------
From: sudhir saksena [saksena**@yahoo.com]
Sent: **/**/****, *:** am
To: customersupport@croma.com; grievance.officer@croma.com
Subject: Re: Replacement request for defective A/c *.* ton split a/c convertible
Dear Sir
Third Reminder
Urgent urgent urgent
This has reference to my complaint no
DEL******FS*****
I have been waiting for your response but have not heard from your end and now I have
received a message that my complaint has been closed.
I am really surprised because I did not expect such response from a TATA group
company. Instead of resolving complaint and giving me replacement for the defective
product you are closing my complaint without taking any action.
This is My third reminder and if no action is being taken by you for the replacement of
the defective A/c I will not only escalate the matter on the social sites but will go to
consumer court claiming replacement and damages for harassing a senior citizen
Hope that necessary action will be taken at the earliest.

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