My complaint is against M/s Videocon Industries. It is with regard to both the product and the services. The services are provided by M/s Steadfast Homecare Electronics Pvt Limited, who has taken the franchisee for undertaking the consumer complaints.
I bought Videocon air-conditioning unit (window) in the month of Jul 05. Precisely after 13 months in the month of Aug 06 my a/c unit started giving problems. On lodging complaint it took close to a month for attending the complaint. The service personnel who came found that there is a problem with the compressor unit and needs replacement. The replacement of which took another week. The service person said that the compressor will be replaced free of charge since it was under warranty but the charging of refrigerant needs to be borne by me. After speaking to their managers at different level they agreed to change the compressor and recharge the refrigerant free of charge. Still they charged me Rs 475/- as transportation and service charges. This entire episode took about a month and was cleared only on 02 Sep 06. It was nightmarish experience to talk to the concerned personnel as each one of them directs you to another one for different reasons. The company has given six months warranty on the refrigerant and the services provided.
With the onset of winter from the month of October 06, I have not been using the air conditioner. Till about mar 07 I would not be using the unit and by then their warranty would have elapsed.
I want to lodge the following complaints:
(a) Inadequate/worst service provided.
(b) When the compressor is under warranty why service charges/transportation is being charged?
(c) The reasons and the statistics from the company how the compressor has become faulty precisely in the 13th month!(since the warranty period of the A/C unit is 12 months and that of the compressor is 6 Years)
(d) It was also brought out that the compressor warranty starts from the original date of purchase of the A/C unit even when the faulty unit has been replaced few months back (Nice way to keep recycling the old compressors and at the end of the sixth year the consumer is without any warranty!! Not to mention the charges every year the company makes on only charging the refrigerant, transportation and Service charges!!)
(e) Is the company aware of the inadequate service being provided by the franchisee M/s Steadfast? (Refer to various complaints from Delhi area in websites - During search the results displayed are only complaints in different websites regarding Videocon)
(f) The compressor warranty should start from the date of installation whether it is new purchase or the date of replacement.
(g) Reasons for not replying the mails sent to Videocon consumer forum.
It is requested that the practices adopted by the company needs wide publicity, so the consumers are aware of the services to be expected.