The Manager/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 June09. 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 narrated 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.I again faced a haunting noise after couple of weeks and I made a complaint in this regard dated:-16th May.2010 complaintNo: 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 to 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 transfer 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 on phone he (Mr.Naresh Tomar) 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 called 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 (witch I a’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 request you Mr.Prabhakaran (9313202777) and Mr.G.L Mirchandani that you please look forward to my case more deeply. I found very difficult to reach for the consensus and justice of my past experienced from above. I hope that I will get the right solution from you. I also faced a major hindrance to reach you since no one was providing anyone of yours
E-Mail Id or Phone nos.
Kindly note that, I also kept have recorded conversation of Mr.Naresh Tomar and Ms.Lalita. regarding the miscommunication bet them. You can also contact me (Vishal Shirvastav) on below mentioned no. since my brother Abhishek has called you two days earlier.justice delayed is justice denied
Regards
Vishal Shirvastav-9810250281/9212771260 (Abhishek –My brother) 9818096172
Add:Burari (105/3, Gali no5 , Ramesh Tyagi Colony , Jharoda , Burari, ND-110084)