1st. October, 2016.
Dear sir / madam:
I am writing this letter with great anguish and frustration over quality and performance of daikin vrv product.
We were delivered the daikin vrv systema as per the order vide invoice no. [protected] dated 31/10/2014. Total value of this invoice was rs. 7, 24, 561/- & 50, 641 against invoice no [protected] dated 17/11/2014. Besides this we paid rs. 2, 49, 351/- to htl (Daikin distributor) for installation. So the total ac project cost was rs. 10, 24, 553/-. The system was comissioned and handed over to us in decemebr 2014.
On 16/5/15 again we had cooling problem and then htl reported that there was gas leakage. On 19/5/15, htl gave a report that the 4 way valve was leaking. Please note that this was within 6 months of installing the unit. I was told that this has happened because of the industrial atmosphere in midc taloja and daikin is not reponsible for this. We were shocked to hear this as nothing of this was told while booking the order. Even during istallation daikin engineers visited the site and did not say anything like that. Anyway after much discussion, the daikin service manager said just as a “godwill gesture” they will repair the system. The repair was done by removing / diabling / bypassing the 4 valve. It was not replaced even when the machine was in warranty.
Then in may 2016 the vrv stopped again. No cooling at all. Htl and daikin team visited us and concluded that the condenser unit has failed as it had developed holes and the gas had leaked. The reason for this aslo was given to be the “air pollution or air quality” in taloja and hence daikin was not responsible for it.. The cost of replacing his unit was rs. 171, 474 + 54, 349 = 225, 823/-. We were also told that this part would not have been covered under amc. This is within 15 months of installing the unit.
We had no choice but to pay this ransom and get a new condenser unit. Again we were told to get a coating done on the sysytem as it would prevent such problems in future. We paid rs. 29, 537/- for this also.
We were even told to take the amc at a cost of rs. 64, 790/-.
In july 2016, one of the split units stopped working. We were told it is pcb fault and we have to pay about rs. 16, 910 for pcb & 5725/- fo replacing the pcb. Total of rs. 22, 635/- this is nearly 65% cost of buying a new split unit of other good brand. A few weeks later another split unit stopped working and again we were told it is pcb fault.
Just about a month ago when we reported that the cooling was not sufficent, your (Htl) technician came and informed us that the unit was tripping and to prevent this we should not set any remote to a setting of over 22c. That means even if we feel cold we should use a jacket but cannot change the setting. Anyway we followed that, but when the problem was not resolved, another technician came and told us that we should not change the setting of remote from 24c. I am surprised that a company claiming to be the market leader in air conditioning has such silly restrictions to make their ac work.
Till date we have been having some problem or the other with this sytem. We have a file full of technician’s visit reports.
This is not what i expected from a international brand and a market leader. Being a small company we really cannot take his hassle and financial burden. I have even requested htl to help me sell this vrv unit for whatever price he can get for it.
As on today, that is 01/10/16, the vrv unit is not working and our work is suffering again. This is the 4th. Problem in month of september alone.in the past 21 months since we have installed this system, your (Htl) service technician has visited our site at least 22 times. That is an average of once per month. With this you only judge how “well” your unit is working. If i continue to suffer like this i will have to think of other consumer redressal options also.
I wish you had spent part of your advertisement budget in offering better customer service than just in media advertiseing.
Reagards
Naveen gairola
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