Misleading Warranty Practices by Reliance Digital and Carrier AC

K

khanna.mukesh91

New member
Dealer Name
RELIANCE DIGITAL- LAKE MALL KOLKATA
Company Name
RELIANCE RETAIL LIMITED
Product Name
CARRIER SAC 1.5T 3SINV DF CAI18DN3R30F0
Customer Care Number
18008891044
Loss Amount
15000
Ratings
4.00 star(s)
Opposite Party Address
RELIANCE DIGITAL- LAKE MALL 2ND FLOOR
To
The Hon’ble Consumer Disputes Redressal Forum
Kolkata, West Bengal.

Subject: Complaint against Carrier AC and Reliance Digital for Denial of Warranty Services and Unfair Trade Practices

Respected Sir/Madam,

I, Mukesh Khanna, husband of Customer Surabhi Khanna residing at 1, Satyajit Roy Sarani, Sunil galaxy Apartment, 3rd Floor, Flat-E, BG Press, behala-700060, am writing to file a formal complaint against Carrier Midea India Pvt. Ltd. (Carrier AC) and Reliance Digital Retail Ltd., for denying warranty service for my Carrier air conditioner, despite it being under a valid 5-year warranty. The parties involved have failed to deliver the services as per the agreement at the time of purchase and have engaged in negligent and unfair trade practices.

Details of the Purchase:
Product: Carrier Split Air Conditioner
Model: [Sl no: 500709301217000801]
Sales Order No: 4152408300
Date of Purchase: 27-03-2021

Retailer: Reliance Digital Store, Lake Mall, Kolkata
Warranty: 5 years on parts including IPM (Intelligent Power Module)
Invoice No.: 4152408300; Date: 27-03-2021
Warranty Card: Provided, but unstamped by the Reliance Digital executive

Nature of the Problem:
Recently, the IPM (Intelligent Power Module) of the AC unit became defective. When I reached out to Carrier's service center, they initially acknowledged the issue falls under warranty. However, upon inspecting the warranty card and finding no official stamp from Reliance Digital, Carrier refused to proceed with the free repair/replacement and asked us to contact Reliance Service for free replacement.
The absence of the retailer’s stamp was not due to my negligence, but rather a failure on the part of the Reliance Digital sales executive, who did not stamp the warranty card at the time of sale and they assure to only keep Invocie handy for any issue in the product —an essential step for the activation of the warranty. This lapse was not communicated to me as a consumer.

Instead of resolving the issue, Reliance Digital Service head Mr. Debabroto Pal (Ph No. 8240154255) claims the warranty last for only 1 year for IPM and is eventually demanding payment for the IPM replacement, which should be covered under the 5-year warranty policy. This demand is not only unjust but also amounts to denial of rightful service and breach of consumer trust. He is not ready to give the same in writing to the customer regarding the 1-year warranty under Reliance. I have a 2 year old daughter to face the summer heat and it is not acceptable from Reliance services to harass the customer.

Relief Sought:
1) Immediate replacement or repair of the defective IPM under the 5-year warranty clause, without any charges.
2) An explanation and apology from Reliance Digital and Carrier AC for failure to uphold the warranty terms.
3) Compensation for mental harassment, inconvenience, and delay caused due to lack of proper support and services.

Any other relief the Hon’ble Forum deems fit in the interest of justice.

Documents Attached:
Copy of Invoice
Copy of Warranty Card
Communication with Carrier and Reliance (call recording with Debabroto Pal)

I request the Hon’ble Forum to take this matter seriously and initiate proceedings against Carrier AC and Reliance Digital to ensure justice is served and such unfair practices are not repeated with other consumers.

Thanking You,
Yours faithfully,
Mukesh Khanna,
Husband of Surabhi Khanna (the Customer)
9836549753
khanna.mukesh91@gmail.com
19-04-2025.

INVOICE-CARRIER AC.jpgINVOICE-CARRIER AC-02.jpgwarranty page.jpg
 
Hello @khanna.mukesh91

I'm sorry to hear about the issues you've encountered with Reliance Digital and Carrier regarding the warranty of your air conditioner. Many consumers have faced similar challenges, particularly concerning the extended warranty services offered by Reliance Digital and the specific terms set by Carrier.


🧾 Understanding Carrier's Warranty Terms​


Carrier offers a 5-year comprehensive warranty on select Split Inverter AC models, which includes functional parts like the PCB, compressor, and coils. However, this extended warranty is subject to specific conditions:
  • Authorized Installation: The AC must be installed by a Carrier Midea India Authorized Service Centre.
  • Timely Registration: The product must be registered online within 30 days of purchase.
  • Preventive Maintenance: Customers are required to avail a minimum of two paid Jet Pump Services annually during the extended warranty period. Failure to do so can void the warranty.
  • Additional Costs: Certain services, like gas charging and visit charges, are not covered under the warranty and must be borne by the customer.

For detailed terms and conditions, you can refer to Carrier's official warranty page: Carrier Warranty Terms.


📝 Steps to Address the Issue​

  1. Document Everything: Keep records of all communications, service requests, and any other relevant documentation.

  2. Contact Customer Support:
    • Reliance Digital: Reach out to their customer service to escalate the issue.
    • Carrier Midea India: Contact their support to verify the warranty status and seek assistance.
  3. File a Complaint:
    • Legal Notice: Before filing case in the Consumer Forum, we suggest you to send a Legal Notice via registered post.
    • E-Daakhil Portal: For formal complaints, use the E-Daakhil Portal to file with the appropriate Consumer Disputes Redressal Commission.
  4. Seek Legal Advice: If the issue remains unresolved, consider consulting our legal professional to explore further options.
If you need assistance drafting a complaint or require further guidance, feel free to ask.
Thanks
 
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