- Unacceptable Brand New Panasonic AC Faulty from Day One Replacement Needed Against Reliance Digital ^Open

Rahul Negi filed this complaint against Reliance Digital on May 30, 2024

I am writing to file a complaint against Reliance Digital for a faulty Panasonic AC I purchased on May **th, ****, from their South Ex store in Delhi. This brand new AC has caused nothing but inconvenience and potential health risks since day one, and Reliance Digital has failed to resolve the issues despite multiple attempts.

Issues:
*. The unit arrived with a broken front panel.
*. It produces concerning clicking noises during operation.
*. A strong, unpleasant odor emanates from the unit, especially at higher temperatures.
*. PM *.* filter not installed.

Actions Taken:
*. Upon discovering the broken panel during installation, I immediately complained to Reliance Digital and provided pictures. They promised a replacement part.
*. After a few days, I noticed the clicking noise and bad smell. Reliance Digital said technicians would address both issues when they delivered the replacement panel to minimize service calls.
*. The original technicians returned, replaced the panel, but couldn't diagnose the other problems. They then incorrectly marked the complaint complete despite the AC visibly remaining unsealed on the sides. I documented this oversight with photos and sent them to Reliance Digital.
*. After further communication, a new technician arrived, identified improper installation by the previous technicians (unit not locked from above), and offered an explanation for the clicking noise (swing panel) that might resolve on its own (uncertain). However, he couldn't explain the bad smell and suggested it might be from outside.
*. A third technician visit involved opening the AC unit to investigate the smell. He identified another faulty component because of which AC is making the clicking noise but still couldn't pinpoint the source of the odor, though he acknowledged it was coming from within the AC. He also discovered the PM *.* filter, included in the box, was never installed. Unfortunately, after discarding unused packaging materials, the filter might have been accidentally thrown away.
*. On May **th, ****, after this series of failed attempts at repair, I called Reliance Digital to request a replacement unit. They said they would contact Panasonic and Panasonic will send experts to check the issues and further may replace the unit. But after *-* days no one came and Reliance Digital now ignoring my calls.

Unacceptable Service and Health Risk:
Reliance Digital has been unresponsive to my most recent calls seeking a status update on the replacement request. This entire ordeal has been incredibly frustrating. A brand new AC shouldn't require this much troubleshooting, and the bad smell poses a potential health risk.

Request:
Given the documented problems, the incompetence of the technicians, and the ongoing health concerns, I demand a replacement unit for this faulty AC from Reliance Digital.

Thank you for your time and attention to this matter.

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