I've purchased the Samsung AC on March 18, 2021, from Reliance Digital Nagaram, I've attached the bill copy/invoice. I visited the store on March 18, 2021, to purchase the LG AC, representatives have guided me with the incomplete features of AC (features like 2-way swing and 4-swing and WiFi model) and guided me with the irrelevant brand (Samsung) which was not in my option to purchase. As a representative he has used sales technics and made me purchase Samsung AC without explaining features like 2-way swing and 4-swing and WiFi model, representative was just stating that the warranty of the products comes for 5 years on PCB+Condesor+EvapCoil+FanMotor & GasRecharge which is not available in LG. As a customer everyone will look for better features and warranty, I was in the intention that the representative is explaining all the features because of the warranty I've chosen Samsung.
I've purchased the Samsung AC on Bajaj EMI, while they are processing the bill, they have processed the RBL bank credit card without my notice. I've already informed the representative right away that they have provided me with an assurance stating in case if the RBL credit card is progressed from our end anyhow you will get a confirmation call. Please inform them to reject it, however, I've not received any call for credit card confirmation and it has been delivered to my address.
The product was delivered on March 19, 2021, and I had an issue with the installation person who came for installation. The technician was having Tobacco during the visit and didn’t have safety precautions as per the COVID-19 guidelines it caused me an inconvenience to my family. After that technician informed me that he has to install the outdoor unit on a stand, and I've to purchase it. Right away I called the store stating that I've to purchase the stand, then the store representative informed me that stands are not available with us. You can ask the technician to bring it. Then I've asked the technician to bring the stand and complete the installation, then the technician has responded that first I need to pay the money so that he can bring the stand and complete the installation. Once the technician brought the stand he didn't provide the bill for it and he has charged me extra and he was rude.
After completing the installation on March 19, 2021, I've tested my AC unit and identified that the swing is working only horizontally. Then I contacted the store representative on March 20, 2021, around 1:30 PM stating vertical swing is not working. Then the representative informed us that this feature is not available in your model which was not explained during the time of purchase. Then right away around 2:00 PM, I visited the store to escalate this issue to a higher level since I'm not satisfied with this product because of a representative issue and asked for the replacement with a higher version in which horizontal and vertical swing is available and I was ready to pay the difference amount.
Once I started asking the representative why that feature was not explained to me? The rest of the store representatives were shouting at me, as a customer I've felt insulted in front of other customers which has downgraded my prestige according to Indian Law IPC section: 295a since the representative said you should learn about the product before coming to the store for purchase this word has insulted me in front of other customers in-store.
Then I've asked the representative for the higher level, then they have called their Team leader and he was just focused to convince me and to save his representative to hide his mistake and informed me that once the AC is installed we can't replace it or change it anymore if you would like to return that you should have done before the installation.
The answer I've not expected from the Team leader and I'm not satisfied with his answer stating that everyone will buy the AC for cooling purpose so ignore that feature and then next representative came into the conversation and told that since that feature is not available in your model my suggestion for you is to adjust the vertical swing as per your convenient every time which has insulted me in front of other customers.
Then after 2 hours Team leader had involved his floor supervisor, I've explained the complete hassle once again to him and his response was completely rude and irrelevant stating that we can't do anything for if you have purchased my brand(Reconnect) I could have helped you since that's not my product take the Samsung toll-free number and contact them for further help which we can't provide you from our stores once again it was an insult to me in front of other customers in-store.
I've captured the video recording at every level of escalation as a representative agreeing with his mistake for not explaining the feature and higher version model to me. Around 6:00 PM the store manager was involved in this escalation since I was not moving out of the stores without resolution which was impacting their customers during peak hours. The store manager didn't even know the complete picture and started saying that the sales representative won't miss any feature while explaining to customers and my representative had explained it to you. The store manager didn't know that the representative had already agreed that he didn’t mention those features to me during the purchase, and suddenly after the manager's support, everyone was not agreeing with their mistakes and blaming me stating that go and complain anywhere you want, right now we won’t be able to provide any kind of replacement or refund.
Since I didn’t get any resolution after spending hours and hours, I’ve involved my friend then they started talking in a different manner. The manager took us into his room to do a settlement by offering appeasement for his mistake and close it, which we didn’t agree since they have insulted me and they were rude, manipulating the words and finally didn’t provided the resolution till 9:00 PM.
1.Why did the Sales representative didn't explain all the features?
2.Sales representative said that you need to learn about the product before coming to the store. (If I've much knowledge on the product, why would I've to reach out to the store, I can simply purchase it from Amazon/ Flipkart. To know more about the product and easy for service customers prefer stores).
3.What is the use of a representative in store if they don't explain about the product and asking customers to research?
4.Why should customers be insulted by the representative in front of other customers?
5.Is this right? a representative suggesting customers adjust swing manually as per their convenience? If they fail to explain the feature?
6.As a Team lead/ Floor supervisor insulting the product manufacturer.
7.Store management didn’t even display the feature menu on the floor best every AC. Then how can customers know what all features are available for the product at one go?
8.How can representatives apply for a credit card without my approval?
9.Why should companies like LG, Samsung, etc launch products with new features every year? If a representative asks customers to just look for cooling.
10.Why did the Store manager didn’t agree with their mistake?
11.Why did the store manager offer/buy me appeasement for their mistake not to go further?
As a customer, I was concerned about the store loss and informed every level that a mistake has happened from your end. I don’t need any compensation from your end, just provide me a replacement with the higher version. I'll be going to pay the difference amount.
At the end of the day, I didn’t get the resolution and was not satisfied with the product. I’m expecting a needful judgment.
If any concerns please do contact me anytime, that would be helpful.
