Haier India — Pathetic customer service!
I purchased Haier windows AC, model AC-HW-18VX from Hazrat's Vision (East), Vikas Marg, Delhi on 07-Mar-2007. Since the weather was good, I didn't get a chance to use my AC till couple of days ago. The AC developed problem within 4 days of usage. It simply stopped cooling !
I logged a complaint with Haier's call centre on 16th May 2007. My complaint# was 283967. I had left a special instruction with them, asking them to send the engineer at my place by 1 pm since I am not available at home thereafter. However, the engineer visited my place on the same day but at 6 pm. He told my parents that some component needs to be replaced and he shall replace the same within two days. He made them sign some paper stating that its necessary as per their process. The engineer didn't return for two days. When I called up Haier's call centre again to check the status of my complaint, I was told that my case has already been closed. The executive again booked a fresh complaint for me (Complaint# 286327, dated 19th May 2007).
I am surprised that how could the complaint be closed without its resolution. The call centre executive told me that I should not have signed the paper offered by the engineer till the time my AC was rectified. But such a process is never explained to the consumer while logging a complaint hence they do whatever they are been instructed to do by the service engineer.
I wanted to escalate the issue to someone more responsible at Haier. I was provided telephone# [protected] for Ms. Sudha. I called her up and explained her the situation. She told me that she shall give me a call in another 15 minutes after talking to the concerned person. Ms. Sudha called me soon and told me that she could not talk to the concerned person but promised that someone shall attend to my problem soon.
Ms Sudha was called again later during the day. Instead some Mr. Vikram attended the call. He told me that engineer shall visit my place with an hour or so. Though as usual, no one did.
I am disillusioned by Haier.
a) I wonder how a new AC could develop a snag within couple of days of its usage ? How can I now expect years of trouble free service from this AC ?
b) I find Haier's service extremely poor. They could not resolve the issue for 3 working days. Instead my case is closed without resolution.
c) Contact number for Haier's service centre for Delh+NCR is mentioned as [protected] at their website though this number is unreachable.
I bought Haier AC with a hope of getting a better product and good after-sale-service. But this doesn't appear to be the case. I purchased my AC to spend my time in comfort rather than chasing you guys for any action.
In fact after buying my Haier AC, I had recommended it to everyone. In fact, my acquaintances bought 3 more Haier ACs (Two in IP Extn and one at Gole Mkt). But I now realize that I have made a wrong judgment in deciding about my AC. I shall ensure that I shall neither buy any of the Haier's product now on nor shall I recommend it to anyone. On the contrary, I shall share my experience with Haier to enlighten them about your 'Inspired Living'.