[Resolved]  Su-Kam Inverters & Batteries — Su-Kam Battery low backup issue

Address: Pune, Maharashtra

1. Purchased Su-Kam Home UPS along with Su-Kam SMF 165AH battery on[protected] with huge belief in the product. For one year it all went fine. We were getting good battery backup as committed by the dealer [6+ hrs. with moderate load of 1 fan/1 tubelight and 1 29" TV]. We thought we were enjoying the fruit by investing huge amount in SMF battery [Sealed Maintenance Free] without having any clue about what that had in store for us in future.
[Though had one meagre issue with UPS system [LED not glowing] in the next year which was replaced by the Su-Kam engineer. They didn't find the original color LED so replaced with available Red one. {Complaint # 390 dated 29-11-08}]

2. Over a period of time, realized that the backup of the battery had deteriorated drastically. By the end of
17-18th month, it had gone down from initial 6+ hrs to 1.5-2 hrs only [a deterioration of almost 70%] with the same kind of moderate load as mentioned above. Simply put, we were getting around 30% backup as compared to the initial backup capacity that time.

3. Lodged a complaint on 2-2-2009 [Comp # [protected] Battery Sr. No SG0306624] stating the battery backup problem. After good number of follow ups and intervention of Su-Kam higher up authority, the complaint was attended to on[protected]. Upon initial diagnose, it was confirmed that the battery was NOT performing as per the standards/expectations and required to be further checked under warranty scheme.

4. The battery was eventually picked up after 1 week, again, after good number of reminders. [Su-Kam Gate pass # 15395 dated 2-3-2009]

5. Had a good round of follow ups, higher up intervention requests and huge discussions. Finally got the battery replacement after 2 months [Non returnable Gate pass # NRGP[protected] dated 2-5-2009 Battery Sr.SSMHL00821]. I was finally happy even after all the ordeal as they say "all is well that ends well" until the same problem knocked me down later, this time with the replaced battery itself.

6. After one year, realized that the battery backup was again draining and giving only 1-1.5 hrs backup with the same moderate load as mentioned above but this time within 15 months of its replacement. I was very disconcerted and started getting shivering just thinking about all the struggle that I may have to get into again to get the issue addressed and fixed. Had no other option besides Lodging a complaint again. [Comp # [protected] dated[protected]]

7. Spoke to the Su-Kam people both front line and higher up on this complaint and got this response ~
a. Warranty is over so they can not do ANYTHING now.
My comments here ~
[They are showing no further concern to customer grievance and leaving him stranded. This is very short term perspective of Su-Kam. Seemingly, they do not want to continue this relationship in future.
What was the big point replacing a bad battery with another bad one? And if warranty gets over that doesn't mean the company can leave their customers on their own and will not provide any support. The product itself was not up to the mark and had troubled within warranty period and the replaced one is also giving trouble now then even after the warranty gets over, the company should be liable to provide the corrective action. They just can not wash their hands of with the issue.
Also, it seems, Su-Kam knowingly keeping their warranty period [18 months] in synch with the 'actual' battery life/performance. However, it is said that the battery would remain smooth at least for 3 yrs]

b. Battery needs boost up every year so I [the customer] need to go to some external battery shop to get this battery recharged at least for 17-18 hrs. They further said that this recharge will boost the back up by 30-40% for another 4-6 months. Am not sure how far this is true. I talked to their two battery vendors/dealers but they said nothing of that sort can improve the battery backup. Of late, Su-Kam front line also confirmed that this kind of boost up never works for SMF batteries.
My comments here ~
[Look at the kind of suggestions Su-Kam people are extending only to revoke their own statements later]
Further, low battery backup looks like a known problem and most of the customers have reported this issue.]
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Aug 13, 2020
Complaint marked as Resolved 
 
6 Comments

Comments

Dear customer,

Sorry for the inconvenience caused. Thanks for sharing the necessary details needed to resolve the problem. We assure you that we will look into the matter at the earliest.

Su-kam Executive
[protected]@su-kam.com
Sarita,

Pls let me know the tentative date by which you will get back to me or provide the corrective action. It's already been prolonged.
Sarita,

What is that 'earliest' time when you can get back with some corrective action?

I had also sent an email to Sukam customer care [[protected]@su-kam.com] on August 8 2010 with all the above details so it's been close to 3 weeks now since this was reported to you.
Sarita,

Haven't received anything back from you. It's been 17 days. Perhaps that's not 'earliest' for you.

Will put up a case in consumer court if I do not hear back from you by Sep 4 2010.
Dear customer,

Our engineer visited your place and found that the battery is faulty and needs to be replaced. He conveyed the same to you. However, as the warranty period is also over it cannot be replaced free of cost.

Su-kam Executive
[protected]@su-kam.com
So finally you agreed the battery is faulty. In a span of 3 yrs. two batteries turned faulty. What does this mean? Are you disposing faulty batteries to the customers and getting rid of them? I heard that that very lot of SMF batteries was a faulty lot and Su-Kam knowingly sold that to the customers.

Every time you talk about warranty getting over but what about when within warranty the faulty battery was replaced with 'another faulty battery'? What is the point?

Am not recommending Su-Kam SMF batteries to anyone now. I need another battery for extended backup but would NOT buy Su-Kam for sure.

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    Su-Kam Inverters & Batteries
    Pune
    Maharashtra
    India
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