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सफलता की कहानी / Success Story #3872164

NCH Docket No.: 3872164 Dated: 2022-09-27 Sector: Consumer durables Home appliances
Problem Reported: Consumer had signed up a one year AMC for his branded Window Air Conditioner from November 2021. In September 2022, he had registered a grievance as the AC was not cooling properly, and received a message stating that an engineer had been assigned. After inspection of the AC, it was found that the cooling coil and motor was not working properly and needed to be replaced. As it would take 2-3 days, another engineer would replace the parts in a few days. After 3 days, he received a call stating that he would have to pay for the said parts, which was surprising as the AC was in AMC. Thereafter, he was informed that the labour charges would be free, but the parts would have to be paid for, as he had purchased the product online - ₹ 3500/- for the cooling unit and ₹ 2200/- for motor. Consumer was confused, and wanted NCH to intervene and resolve the issue and get the AC repaired as soon as possible without any extra charges.
Escalation by NCH: As the Company is a convergence partner of NCH; the grievance was responded on the portal itself that “Coordinated with customer, as per customer AC water leakage issue resolved, so please close this case.”
Consumer Remark in INGRAM: Excellent! Thank you for always being our greatest supporter
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