Sep 23, 2015 11:53 AM
53115 Views
I had bought a Voltas 1.5 Split AC( Model Voltas 183PYa-Red 1.5 Ton 3 Star Split AC) from Flipkart.
To summarize, the AC did not cool after installation;in fact, it was working like a fan. After over a month of complaints, followups and no responses from Voltas, finally I was able to get the refund for the same from Flipkart. But I could not get back the money Voltas charged for installation.
I will list down the issues I faced in chronological order and the complaint I raised with Flipkart. This will give you a clear idea about the absolutely harrowing time I had after I bought the AC,
*27th March 2015:** Voltas 183PYa-Red 1.5 Ton 3 Star Split AC Delivered by Flipkart
*31st March**: AC Installed; Voltas person tells methat another team will verify the installation and that I should not use it till then.
*1-2 April:** No revert
*2nd April:** I raised a raise a request([Incident: 150402-031198]) requesting a follow up.
*2nd April:** I get a mail with the following "We have escalated your issue to the concerned team. We assure you that we will resolve your problem by 06 Apr, 12:30 PM. "
*4nd April**: I get another mail with the following "Dear Customer, We have escalated your issue to the concerned team. We assure you that we will resolve your problem by 06 Apr, 12:30 PM. "
*6th April:** I get a mail with the following "Dear Customer, We apologise for taking longer than expected to resolve your issue. We request you to provide us time till 08 Apr, 12:30 PM to get back to you. "
On **8th April, ** I did not get any update; so I called up Customer Support. They informed me that I can start using the AC. I started the AC but it was not cooling at all. I called up Customer Support again. Customer support assured me that a Technician visit will be scheduled within 2 Business days.
*9th April**: I get a mail regarding the technician visit "The Technician Visit will be completed within 2 business days. Your ticket number for the Technician Visit with Voltas is 15040901705. "
*13th April**: No such Technician Visit took place for the next 4 days. I raised a request again with Customer Suppor
I raised a request with Customer Support to resolve the issue [Incident: 150415-087243]
*13th April**: I got a mail assuring that the issue will be resolved by 17th April - "We’ll get back to you with an update and make sure that your issue is resolved by April 17, 2015 on priority."
*15th April**: A person from Voltas had come over to inspect the AC. He mentioned that the AC does not have the refridgerant and this needs to be filled. He told us that the refridgerant filling will be done by another technical team. He informed us that it would take atleast another 5-7 days before this is done. After that, at the end of day today at around 8pm, I got an SMS from Voltas stating that the issue is resolved.
I raised the issue with Customer support asking for a quick resolution.
*17th April**: I got a call from Flipkart asking me if the issue got resolved. I told that it was not resolved. I was assured that it would be escalated and the issue would be resolved on priority.
*18th April; 7pm** and no progress has been made regaring the AC.
*18th April:**I sent a mail regarding this and got an incident number [Incident: 150418-067836].
*20th April:** There was no further response till 20th April when I called up Customer Support@ Flipkart with the issue. They mentioned that there are no stock of the model I had bought and that they would take back the item without any extra cost.
Got a mail “We would like to inform you that we have started processing your return request for the following items in the Order OD002396303769700100 . ” with reference Return Id 17818086
Got another mail the same day regarding pickup with content “Pickup has been scheduled for the original item/s and refund will be initiated once the pickup is done successfully. Our courier partner will pick the item/s below by Wednesday, 22 Apr'15.”
*24 April:** Got a call from the pickup person – but he told that another team will do the uninstallation. So I called up the Customer Support@ Flipkart again.I was assured that it would be done within 25th April.
Got mail with content “We have escalated your issue to the concerned team. We assure you that we will resolve your problem by 25 Apr, 10:30 AM. ”
*25th April** – No one came over for the uninstallation and pickup. Called up Customer Support@ Flipkart again. Was assured that it would be done by 27th April. Got mail with content “We have escalated your issue to the concerned team. We assure you that we will resolve your problem by 27 Apr, 4:00 PM. ”
*27th April** – Called up up Customer Support@ Flipkart – was assured that it would be done. Am still waiting.
Got a mail from Flipkart with the contents at around 415pm on 27th April 27, 2015 “Dear Customer, We apologise for taking longer than expected to resolve your issue. We request you to provide us time till 29 Apr, 4:30 PM to get back to you.
*28th April** - got an SMS that the pickup for the AC will be done today and that we have to keep the AC ready for pickup.Now the uninstallation has not been scheduled or done till now. The pickup person called up almost immediately. l told him that the uninstallation was not done! Called up Customer Support@ Flipkart again. They again assured us that it would be done within 24 hours and then the pick up will take place
*29th April** - The ac is finally uninstalled; we are told that it will be packed up and taken by another team
*30th April** - Got a call from Flipkart that the AC would be picked up by today and that the refund will be initiated. A mail regarding refund sent by Flipkart.
My learning from this entire episode is that I'll never buy a Voltas product again.
Flipkart here is less to blame and they tried to help out but there was never any response from Voltas.
However, there is a clear lack of coordination between Flipkart and its vendors- Voltas in this case.
Flipkart should only sell products from vendors who have a proven service record and not vendors like Voltas
