- Reliance digital extracting money from helpless customers for their own lapse in service ^Open

Shekhar Tripathi filed this complaint against Reliance Digital on May 20, 2019

On **/**/** we bought this * Ton Hitachi AC from Reliance Digital, Viviana Mall, Thane. I also bought an additional * yrs warranty from ResQ. Now the problem is that it has been * months but we have not been able to use it properly even for a month in spite of the product warranty and ResQ warranty & what not.
The standard installation was done by Reliance digital & we paid for additional copper pipe. Since it was winter time we used it for a few days and then it was not used till summers i.e. March ****. When used we observed that there was no cooling hence we complained at Reliance customer care on **/**/** complaint # ********** and when the technician visited, only after switching the AC on & without even touching the AC he told that the gas has leaked and it needs to be refilled. We asked him to check the root cause as it has been only used for few weeks but he denied saying that since it is the first time try by refilling the gas & it would be done free. * days after that the gas was refilled & cooling restarted.
Now again after * weeks, the cooling disappeared and we again complain about **/**/** with complaint # **********. The technician came & again said that the gas has leaked. Now this made me furious as we cannot refill the gas every * weeks but I had to also shift to Pune in a week hence we decided to first move to Pune & then get the gas refilled or get it resolved. thus we did not get the gas filled & put another request for un-installation.
Post shifting after a lot of follow-ups, escalation finally a technician visited & during his analysis, he removed the covering on the copper pipe & it was found that the copper pipe was twisted. I asked him how can the pipe get twisted inside the intact covering to which he replied that it happens during installation and this might be the reason for gas leakage since installation. I told him that I paid for the additional copper wire during the first standard installation by Reliance Digital and now since it is the lapse in their service due to which the copper pipe was damaged & customer is suffering from day one, in spite of all warranties, this should be rectified free of charge as it is their mistake. He told that he will come for installation on **/**/** & we communicated the same to Reliance digital on mail. Now he did not turn up & was not contactable after that and even Reliance Digital support stopped responding to our emails.

We were helpless & when called the customer support they told that you need to pay for the whole new pipe & installation charges which will be Rs.**, ***-Rs**, ***. After I denied saying that it's your deficiency in service, they stopped responding.
They are looting the customers, I paid around Rs.***** for ac, additional charges for ResQ warranty, an additional amount for the copper pipe which was ruined by their installation & now they want additional amount for replacing it and still not sure if this is the only root cause of the gas leakage issue. Additionally, we had not been able to use this new product even for a month & had been only being coordinating & calling their technician, on-call support, on mail support & agencies. The whole summer season has gone now but I could Not use the AC even after purchasing.

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