Dear AO SMITH,
I don’t feel sorry to say that I am regretting choosing the AO smith geyser in spite of having a lot of options. I preferred quality sales assuming that the reputation of AO smith does provide quality service. But, I am utterly wrong as I came across the worst ever after sales service one can encounter from a world class organization.
I purchased ” AO Smith SGS-PLUS-010 Storage 10 Litre Vertical Water Heater (Geyser) White Express Heat 5 Star | B075SWBJLS (B075SWBJLS ) ” from ” M/s. Cloudtail India Private Limited, BHIWANDI, MAHARASHTRA, 421302 ” through AMAZON e-commerce with invoice No: IN-BOM[protected]; Dt: 09.11.2020, with two years comprehensive warranty in addition to other warranty on inner tank & heating element. As per the purchase terms, M/s. AO Smith shall execute the installation at free of cost within 48 hours from the date of delivery of the product. The product was delivered on 15.11.2020, but neither I received any call from AO Smith nor any installation team of AO Smith visited me for installation as per the promised schedule. Under such conditions and considering the then prevailing pandemic situations, I installed & commissioned the geyser without any deviation from the manufacturer’s norms or procedures.
However, within 30 days, the decorative top cover got a crack for unknown reasons, which was disregarded by me as it was purely decorative and has nothing to do with the functioning of the geyser. Thereafter, on 12.07.2021, an unusual sound and smoke was observed from the geyser within 5 min of its switching on and the geyser became inoperative; then started my struggle with the world class AO SMITH and is still continuing with ZERO result. Soon after the geyser became inoperative, I raised service ticket no. 14314805; Dt: 12.07.2021 and being assured that the service will be attended within 48 hours. After a consistent pursuance ( with customer care number, whatsapp chat, regional office representative, service department representative and the technician ) with lots of frustration and disappointment, the technician visited on 22.07.2021 and made an attempt to rectify the geyser after collecting the copy of the invoice of the geyser from me and left my residence with the failed attempt stating that some spare parts have to be replaced which will be done within next 48 hours. To my surprise, the service ticket # 14314805; Dt: 12.07.2021 was closed unilaterally without any information to me or any concern from me that too without providing any resolution to the ticket, which is highly objectionable.
Under Such circumstances, while expressing my dissatisfaction and objection to the AO SMITH customer care representative on 27.07.2021, I demanded for reopening of the ticket # 14314805; Dt: 12.07.2021 by explaining the above scenario and requested to arrange for immediate rectification of the geyser. In response, the customer care representative, while assuring that the service will be attended & rectified within next 48 hours, registered a fresh ticket # 14683905; Dt: 27.07.2021 stating that the system will not permit to reopen the closed tickets.
It has been three days since the second ticket was raised and almost 20 days from the service was requested but neither did I receive any call from AO smith or its representative nor any technician had visited / attended the complaint. I demand AO SMITH to look into the issue from the customer’s perspective, and understand the fact that the product has been kept useless / idle for almost one month, and even do not know up to what time it shall be kept useless. Why should I lose my usage time for such a longer period after spending so much?
Hence, I request you to bestow your personal attention in this regard and arrange for immediate replacement of the product as AO smith is unable to provide proper service and as I already lost almost one month of the utilization time for no fault from my side.
I am herewith enclosing a copy of the invoice & warranty slip with a demand to provide the replacement within 1 week from the date of this mail please. The contact details, address etc., are already available with AO smith and also available in the invoice attached herewith.
Phone : [protected]
Phone : [protected]
Dear AO SMITH,
PLEASE UPDATE ME WITH THE STATUS AND CLEARLY SPECIFY THE TIME LIMIT REQUIRED BY YOU IN PROVIDING THE REPLACEMENT ON EMERGENCY BASIS.
AS ASSURED BY YOU IN YOUR EARLIER MAIL, NEITHER THE CONCERNED TEAM TO WHICH THE MAIL WAS FORWARDED NOR ANY OTHER REPRESENTATIVE HAD
CONTACTED ME TILL NOW.
PLEASE ARRANGE FOR IMMEDIATE RESOLUTION.
WAITING FOR YOUR PROMPT AND RESPONSIBLE REPLY
The above matter was already communicated to aosmithcs one week ago through email. Thereafter l contacted ao smith several times but still my complaint remains unattended.
Please arrange for immediate resolution.