The VP/CEO
Onida Home Appliances
India
Sub: Biggest Mistake to buy Ondia Product
Dear Sir,
I bought an Onida window Air conditioner (1.5 ton) from M/s Kataria Sales Corp. Bill No:.-19228 dated 9th June 09. After thorough research through the market dealers & discussing with them I reached to the conclusion that the Onida is the best package as per my need. Moreover, I even talked to the customer care in comparison with Onida like LG, Samsung etc about the product and vice-versa. Majority of dealers provided me satisfaction and stated more peace of mind in terms of service assistance and durability of Onida’s product. But as far as my experience after the purchase, I felt that it was the biggest blunder of buying Onida . Initially, there was no demonstration after the installation.
Later, after 9 months (in the month of March) I made a request for the routine check-up & service provided by the company. After my rigorous follow-up they send an engineer 10 days from the scheduled. Since he (Mr.Prem) came and did the service as per his knowledge and norms. But I was not satisfied by the way he carried his work. Anyhow I have compromised on this because I had already gone through the pain and agony in terms of getting the routine service. After almost a month has past of service, I faced a noise problem. I registered a complaint No: 1004066381907 dated:- 20/4/2010. I made a complained at customer care but no response from them. I again made rigorous follow up on the complaint because of the same experienced I had in the past.
At Last I received an engineer (Mr.Amit) for the rectification of the problem after one week. He stated me, the problem occurred due to improper service which led the water to enter in the circuit/Pcb mechanism. He rectified the problem but I asked for the assurance in regard for the smooth functioning of AC. But I again faced a haunting noise after couple of weeks and which force again to make a complaint in this regard dated:-16th May.2010 complaint No: 1006076380564 and I was informed that within 48hrs I will receive a call as such. But the same scenario was there and same kind of reluctance which I had faced earlier in terms of service. Now my faith is totally shattered therefore I asked your people that to refund my money and take your product back. As per my experienced the service is pathetic and the engineer’s are not up to the mark. Meanwhile In this regard I tried to contact to you senior persons associated in Onida. Hence, I came across Ms. Lalita:-01126944843 on 24/5/2010 (M/s Adonis Electronics Pvt.Ltd.) at your head office in Delhi situated at Mathura Road . Ms. Lalita after going through the whole problem given me excuse that the system got hanged therefore no person was able to arrived at your place. I was unable to understand exactly that if there has been a system failure then, how I was able to get the complaint no. mentioned above. After all she planned Mr.Amar:-9310216825 to visit my place and equally offered me a replacement with latest model of N-series running at present. Mr.Amar visited my house on dated 29/5/2010 and with complete inspection at his end; he also reaches to the same result. He committed me a replacement with the new A/C and added with one year additional warranty as a regard along with the commitments made by Ms.Lalita earlier on the phone and I was promised to receive the new N-series by Thursday: dated:-03/06/2010.
After discussing with my family, though I wasn’t interested to keep further relationship with you because by this time I'm totally exhausted with kind of turmoil I have gone through with Onida’s system of handling its customers. I am still adamant of not to have an exchange but to have refund. Later I again spoked to Ms.Lalita about not receiving the new AC as per her promised of day & date. Hence, she transfers my case to Mr.Naresh Tomar (9313363012) (BSI) and he told me that he will replace it and now I will receive the new AC by Monday. I said there is no need to replace because your company is least bother about the after sale service. Moreover while talking him (Mr.Naresh Tomar) on phone has no Idea about the problem and the commitments made so far in the past. Being unaware he was totally guessing during the conversation about the problem and commitments made by the earlier persons. He was not even aware that I got one year extended warranty with the new AC against my old one. It really gives me an idea that your company has not system, therefore I demanded for the refund and I requested Mr.Tomar to tell me the complete procedure in such regard. He told me that he will call me by next day between 11am to 12pm .
On the next day of his call he comes up with the new solution which I have to accept in any circumstances. He told me that now after escalating this matter to the senior officer, he gave me an option of exchange of AC with the same model (which I’m using at present-WS) and on the other side if I will not accept this offer he will repair the existing AC. I felt very bad on hearing such words. Hence I decided now that, I don’t want to keep further relationship with your brand and I want a refund. Hence from the above process so far, I reached to such conclusion and learnt a lesson that your company is not the reliable company. However you are only bother to make money while selling but least bother to provide service. Therefore a trust for ONIDA as a BRAND OF CUSTOMERS is not your principle and the core value of the company. I also came to know that my complaint has been closed by your person (Mr.Javed Anwar) himself without consulting me or the higher officials of the company.
Hence I also requested Mr.Prabhakaran (9313202777) that you please look forward to my case. I have also couriered a copy of my mail to Mumbai Head office and at response@onida.com but no reply from your side till date. I want a refund because it is very difficult to keep further relationship with you. The amount of suffering and hypocrisy I have found doesn’t make me to believe in Onida. The behavior from first service to Mr.Naresh Tomar and no reply from head office (Mumbai) have shown me the face of Onida. Since there is no response from head office of your company firms my believe that keeping further relationship will not be fruitful and healthy as they have become bitter in the past. Mr. Prabhakaran accepted incompetence behavior happened with me. How I will accept his offer now to continue a relationship with you. The Onida was not born yesterday; it exists from more than a decade. As you were also aware from above that I haven’t received a satisfactory assistance from your service dept since day first. Who guarantees of your professional standards in future. In hope that I will get the response at last through this mail or else I move to consumer court.
Though I also faced a major difficulty reaching anyone of you since no one was providing anyone of yours E-Mail Id or Phone nos.
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- Thank You! We appreciate your effort.