POOR AND UNSATISFACTORY SERVICE OF NEW AIR CONDITIONER

P

POSEIDON

New member
Dealer Name
RELIANCE RETAIL LIMITED , RELIANCE DIGITAL, SF 16, No 27A, 2nd Flr, City Centre Mall, KSR Road, Hampankatta, Mangaluru, Karnataka 575001
Company Name
VOLTAS
Product Name
VOLTAS SAC 1.5T 5SINV 185V VER MAG
Customer Care Number
18008891055
Loss Amount
50000
Ratings
1.00 star(s)
Opposite Party Address
G-6, SEQUIERA JEWEL, OPPOSITE INFOSYS LTD , KOTTARA, MANGALORE - 575006 (BILLING ADDRESS)

3-76/10, "LAKSHMI PRIYA" , LOHITH NAGAR, 2ND MAIN, DEREBAIL, MANGALORE - 575006 (DELIVERED ADDRESS)
Respected Sir

Myself K.S.Chandrashekhara.Kamath, Director of Poseidon Technical Services Pvt Ltd, purchased a Voltas AC 1.5 tons for my residential use from Reliance Digital , City Center, Mangalore on 16/01/2025 and the material was delivered on 19/01/2025. The AC was installed on 22/01/2025. The AC was run for about 15 days during which the cooling slowly reduced. A complaint was lodged on 18/02/2025. After repeated requests a technician attended on 24/02/2025 vide our request no. 8071810489. Thereafter several attempts were made with various repairs including gas filling on two occasions , replacing condenser unit, redesigning the original fitment of gas pipes till date (17/04/2025) all repairs were unsuccessful.

Whenever we call there is no response as well as the request on WhatsApp not responded properly. On 11/04/2025 we made a compaint through email and as a reply they promised to repair / attend the complaint within 72 hours. Today on 17/04/2025 after several telephone calls they responded and again requesting for further time without giving any cutoff time / date. With a good intention we had purchased an additional 4 year waranty by paying extra money.

The unwanted delays and failed attempts to repair AC , we had to suffer a lot in the ongoing summer season. To get the work done we were in constant touch with the following persons

1. Ganesh Moolya (Manager, Reliance Digital) Mob. No. - 6360615223
2. Srinivasan (Regional Manager, Jio Resq) Mob. No. - 7997868999
3. Hemant Kumar (Jio Resq) Mob. No. - 8095162312
4. Sachin V (Manager, Jio Resq) Mob. No. - 8105879909

Voltas by Email- vcare@voltas.com
Reliance Resq - reliancedigital@ril.com

Photographs , email copy and videos attached along with the puchase bill attached as annexure. The details of telephone calls also attached.
 

Attachments

Dear @POSEIDON

We have reviewed your complaint concerning the substandard performance and service issues related to your newly purchased air conditioner. Such experiences can be distressing, especially when expectations of quality and reliability are not met.

Legal Grounds:​

Under the Consumer Protection Act, 2019, particularly Section 2(11), "deficiency" is defined as any fault, imperfection, shortcoming, or inadequacy in the quality, nature, or manner of performance required to be maintained by or under any law or contract. Your situation, involving inadequate service and performance issues with the air conditioner, falls under this definition.

Recommended Action Before Filing Case in Consumer Forum:​

  1. Review Warranty and Service Agreement:
    • Examine the terms and conditions provided at the time of purchase to understand the warranty coverage and service obligations.
  2. Document the Issues:
    • Maintain records of all communications with the service provider, including dates, times, and content of conversations or correspondence.
    • Keep copies of service reports, invoices, and any other relevant documents.
  3. Send a Formal Written Complaint:
    • Draft a detailed complaint outlining the issues faced, referencing the warranty terms, and requesting prompt resolution.
    • Send this complaint to the Voltas's customer service department via Registered Post.
  4. File a Complaint with Consumer Forum:
    • Should the issue remain unresolved, you have the right to file a complaint online at your nearest Consumer Disputes Redressal Commission.
  5. Seek Legal Remedies:
    • In your complaint, you may request remedies such as:
      • Repair or replacement of the defective air conditioner.
      • Refund of the purchase amount.
      • Compensation for inconvenience and any additional expenses incurred.
We understand the inconvenience caused by this situation and are committed to assisting you in seeking a resolution. Should you require further assistance or guidance in drafting and filing the case, please do not hesitate to contact us.


Regards,
Support Team
 
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