Croma- Tata Group Company — 1.5T Window AC

Address: House No. 1032-Q, Sector-38, Gurugram

REMINDER-II

Dear Sir,

We draw your attention towards our email dt. April 10, 2023 for which no action has been taken at your end. It is now almost sure that you have become shameless company trreating customers like dirt. Despite repeated reminders, request, store visits, emails and calls, no action has been taken even a lapse of 50 days.

We purchased a brand new 1.5T window AC 5 star Croma make from your DT Megamall store, Gurugram vide invoice no. EA 8015824 dt. March 3, 2023 with 3 years warranty, which was delivered on next day. The AC was installed on March 5, 2023 by croma technician and it was noticed by the technician that the Grill is damaged and front swing not functioning. Accordingly, we made a complaint on March 5, 2023 to repair/replace the damaged parts vide complaint no. DEL050323FS02607 but till date no action has been taken. Despite our repeated requests by emails and telephone calls to your customer care, to replace the damaged parts, no action has been taken from your side rather you didn’t bother to look into the matter.

First of all, when we go to any croma shop, we have in mind the trust and faith developed by the House of Tatas over a period of more than 150 years due to fair and customer friendly dealings in the past. We believe that we will get a genuine, brand new product in perfect condition with full warranty which will be honored by croma, in case of any complaint. During our purchase of this AC, the sales person convinced us to buy Croma make AC, rather to go for any other brand, because it is your own production and will be replaced (not repaired) in case of any complaint. That is why we choose to buy croma product but in practice it is totally opposite. We feel that we have been cheated and duped as you have sold us defective and damaged product and not willing to replace the damaged parts.

You have provided us warranty of 3 years. What is the use of giving 3 years warranty when you don’t honor even for one day? All these are false promises. I personally feel that the staff at DT Megamal is not doing fair and honest dealings with the customers. In this way, they will ruin the high reputation and Goodwill of Tatas and very soon it will become a KABADI SHOP.

Further to our complaint no. C[protected], we called your complaint escalation office last week and they advised us to visit the store . Accordingly, we visited the store few days back and met Mr Chandra Prakash, store manager and discussed our issues. He assured to do the needful in the matte at the earliest since the is under warranty.

We regret to say that your technician visited us yesterday but without any instruction to replace the damaged parts. He said that he has instruction only to service the AC. It looks very funny that you are sending the technician without any proper instruction just to drag the issue and not resolving the matter. We had already warned you in our last email to resolve the issue within 7 days but no proper action has been taken.

We once again request you to replace/repair the damaged parts supplied so that our AC can function properly, otherwise we shall be forced to take up unwanted steps, which shall not be in.

We also offer to take back your product and refund our full payment as you are not willing to repair. replace the damaged items. Your warranty of 3 years is just like a toilet paper having zero significance.

Now, I once again request you to replace/repair the damaged parts i.e. Grill and front swing within 2 days, alternatively I shall be forced to take the following actions step by step:-interest of your company.

1. Take up the matter to higher officers of Croma.

2. Publish my grievances on Social media, print media, internet etc. exposing how croma is cheating customers by selling defective, damaged products and don’t honor their commitments.

3. We will approach your CEO Mr. Avijit Mitra and describe all our grievances and seek for a resolution.

4. Write my grievances to Mr. Ratan Tata that how your store manager is spoiling the reputation and Goodwill by cheating the customers.

4. Go to consumer court to get justice for my loss and harrasments, mental torture, sufferings etc. etc. and put heavy penalties on your company for my losses and sufferings.

I feel that Croma is a dishonest, untrustworthy and customer unfriendly company as the company has hired crooks to manage stores. Still I hope that you will look into the matter and do the needful at the earliest.

Awaiting for your early action.

(Vijender Jain)

M-[protected], [protected]

House No. 1032-Q, Sector-38, Gurugram -122001

(Haryana)