re: The home / office air-conditioner thread AC Horror story
Hi, I had earlier sought advice on buying a window AC (page 265-267) and could not figure out which one would be the best to buy. Normally under such circumstances, I go for a mundane brand (as in case of my Philips TV (CRT in 2006), Samsung AC, LG washing machine etc. But this time, I decided to go for premium brand. Short-listing Hitachi, Carrier, Panasonic, I chose Carrier, found good offer at Croma store opposite my house and ordered. It was installed the next day about 6-7 weeks ago.
Cooling of the AC was Ok-to-good but within a few days we noticed that vibrations/ reverberations from the AC, window and wall were loud and there used to be a loud hiss whenever compressor would go off. We called up Carrier guys but they did not attend the complaint for a few days. Thereafter, I visited Croma store wherein they told me to call Croma always for such issues as they will follow up with brands and he took my complaint. Soon after, an AC Engineer visited us on behalf of Croma. He told us that such vibrations were common with Carrier and that the hissing noise was the gas return noise i.e. the gas returns to compressor every time compressor goes off and this noise is normal for a Carrier AC. Our other AC from Samsung (2005 model) was of installed at that time as we had moved into this house a few months ago. I told him that I never heard such a noise from Samsung to which he said he can't comment on other ACs. I asked him about a few features of the AC (I had read the entire manual before that) and he was unable to explain all the features. So, I sent him back suggesting to send somebody more competitive. Croma guys followed up the next day (they do it typically in 2-3 days) and assured to send somebody better. The next guy came a few days later and shared the same feedback. By this time, I had visited a neighbour who had a new LG AC installed and I learnt 2 things from there. One, the AC was installed with wooden frame on all 4 sides and so it gave minimal vibrations. Secondly, the AC return noise was present there too but it was very low and could be heard only when you noticed carefully. However, the AC guy refused to visit the other house and said he accepts that this noise was higher than acceptable limits. (Pardon my mistake but this was 3rd visit from a mechanic and my wife attended one of them so I do not remember much details). I had also taken the local regional brand service co-ordinator Mr Gursukhmeet of Croma (who had called me a few days back and joined the process) on call with some service head of Carrier who said that he shall arrange to reinstall the AC with window on all 4 sides and try to get a replacement of the AC too. I was too frustrated with the quality of the service people attending who were all from outsourced agencies and were either uneducated or were BBA but none a polytechnic, forget engineers, and so I told Croma guy to arrange a return and allow me to buy another brand. He sought some time and called me within 15-20 minutes to confirm that it shall be done.
So, I visited Croma store twice in next 7 days (gone for a vacation, and weekdays didn't permit me to go there in day time) and ordered the most premium Window AC i.e. Hitachi Quadricool TM. I was aware of service issues discussed on forum and mentioned it to Croma wherein they assured me of standing beside me for any such issues (and they have done so very much, I like them). Friends at office told me that ACs are good and had reco from earlier friends and family too.So, ordered one, paid the difference and delivery next day. Ensured that Window was bordered on all 4 sides and the AC started in super silent mode and I loved it. Lets call it H1, you will soon see why.
However, the same night, wife complained of low cooling. I ignored the warning for a few days but realised soon enough that the room would never cool enough even in the nights. Also felt bad about having to tell Croma that I DON'T EVEN LIKE A HITACHI NOW! But did so nonetheless after 7 days of purchase. Around the same time, I got my Samsung AC installed from a local mechanic. I asked him to check the Hitachi's cooling too which he said was reasonable but then he opened the front filter grill and noticed that the fins at front were not getting cooled evenly. I touched and saw that only some portions of the grill were cool and other were not. Checked with the samsung and it had all the fins cold and chill!!
Technician of Hitachi came (again outsourced, and I was told by Croma that all AC companies have outsourced their services). He checked and told my wife (I was not home) that temperature gauge was faulty and they shall have to replace it which they shall do the next day. This also involved changing the whole instrument cluster. I told him and Croma that I shall not take a replacement of part, fought with them (Sanjay Singh from Hitachi -some regional service leader/manager and Gursukhmeet from Croma (he was on my side)) and they assured of a new AC -lets call it H2. The fins cooling issue did not even surface!
Replacement came in after 2-3 days and was installed in my absence. When I reached home, I found that it made lot of clankering noise and there were scratches on the grill in many places. Even the black strip having the display was scratchy in many places). I felt that they have given me a refurbished piece. My wife had mentioned the noise to installation guy who'd said it was perhaps due to loosening of some part during transport and as they were not carrying their spanners/tools they shall come back next day and rectify it. This was too much to take for me. I called the installation guy and took him to task when he reiterated the excuse of it getting loosened up during transport. So he asked me to call up the company. I called Croma guy and told him. He assured me of a response next day. Another guy came, took notes, refused to tell anything to my wife. When scolded over phone and Croma guy taken over call, I was told that he came to take report of our allegations and had written in his report that what we said was true.
H3 promised and delivered in 4 days. yesterday evening. I left office just when they cam so as to reach home in time. As AC was installed, my wife asked the guy to remove the grill and show us the fins' cooling. It was uneven. Wife spoke to Sanjay, the service incharge who said that it takes about half an hour for the entire fins to cool along with the room. I reached home by the time this half-hour passed. Fins were in same state. Cooling coils behind were all cool but with varying degree. Central coils were the coolest, The ones on top were about 30% cooled compared to central ones, and the ones below were about 10%. Technician said it will cool in some time. I turned on the Samsung AC in the other room and within 5 minutes (Accounting for compressor start in 2-3 minutes), all the fins were super cold. Croma and Sanjay ji were taken on call. Sanjay ji kept his cool and told me that since they could not satisfy me with 3 brand new ACs, he will get my money refunded!! I prodded him for an explanation for the uneven cooling to which he chose not to respond and simply said that he does not want to waste his and my time any more and shall process a refund! H2 was reinstalled for the interim convenience and H3 was taken back.
I took pictures of the carton of H3 and another one at home which was of H1. They had nearby serial nos ending in xxx300 and xxx338 (do not remember xxx values, can provide should someone wants), both manufactured in May 2015. Wife tells me the 2nd AC had June 2015 as mfg date, which I anyways believe was a refurbished one and an attempt to fool me.
Spoke back to Croma guy after the H3 was gone. I told him that I did not ike that behaviour from Hitachi guy which he agreed to and said he will take up both product and service issues in their regular meetings with Hitachi guys. I also told him that this Coil/Fins cooling issue could be a batch fault (like Toyotas of the world recall their cars for a component replacement) as in all 3 ACs belonged to same time-period with near identical serial numbers which he took as a feedback and decided to take up with Hitachi.
I am not set to buy a LG 3/5 star AC next week. Would like to know reactions/advise on the episode. |