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Company: Voltas AC Vertis Premium

Category: Other

Voltas AC Vertis Premium

March 2, 2006

This is a copy of the FAX and E-mail sent to Mr SM Tripathi, GM Voltas, at Mumbai Corporate Headquarters. Dear Mr. SM Tripathi, 1. My mail is in connection with disappointing after sales services provided by the concerned department. 2. I had procured a window AC - Voltas Vertis Premium with remote, from INCS Mumbai which was delivered to me at my residence on 08 April 2005. The machine has given me good service since its installation and I have no complaints against it. 3. However with the onset of summer, I decided to get the machine serviced under the free servicing clause as it is still under warranty. I made a call to your Call Center Number (022-56656888) on 24th Feb 06, and a service engineer from M/s Dasmesh Aircondition and Electricals visited on 25th Feb 06. At that point there was no known defect in the machine, as I had been running it on a routine basis, for the last ten days. The person serviced the AC (report number is No: 132 dated 25 Feb 06). In the evening (25th Feb 06) when I switched on the machine, the fan was working but no cooling was taking place. Therefore, on 26th Feb 06 I again called the Call Center Number and logged a complaint (complaint number 631624) and the same evening (26 Feb 06) a service engineer from M/s Sai Siddhi Refrigeration visited my residence. On inspection of the machine, he informed that there has been a Gas Leak, and in his report (No. 24811 dated 26 Feb 06) he has mentioned that the machine has to be moved to the service station for repairs. 4. Giving a gap of one working day, I called the Call Center number on 28th Feb 06 for following up the case, and I was informed that a service engineer would visit my residence immediately and refill the gas at my residence if possible. Ever since then I have been calling two to three times a day, and every time I have been assured that the engineer has already left for my residence, but anyone is yet to present himself. 5. My intent is to bring to your notice, not just my disappointment towards the after sale services, but primarily towards the lack of commitment of your staff to provide the services once it has been committed. I in my position, I also run a fairly large organisation, and am aware that at times the lead time for delivering a task may not be immediate. When I am aware of such a handicap, I make no such commitments which would only lead to the discredit of my organisation and me. It’s the question of maintaining one's credibility. 6. Such an irresponsible approach, no matter at what level, is certainly not what is expected of an organisation like yours, especially when it falls under the gambit of the TATA group of industries. Thank you for your patient hearing and it will be deeply appreciated if the matter may be addressed to at the earliest to avoid any further inconvenience. Yours sincerely, Lieutenant Commander Prateek Ghosh.

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