I own a CARRIER air-conditioner (AC) and would like to relate my experience with the product so that consumers who may be looking at buying a Carrier product get some kind of an idea of what is on table. This review is based entirely on my ownership experience and I have no vested interest in either promoting or disapproving Carrier products.
When I had to buy an air conditioner (AC) about two years back, I decided to go for Carrier with the thought that it was a dedicated air-conditioning company unlike a Samsung or LG which manufacture everything from music players to LCDs. Carrier ACs come with a price premium and I paid approximately Rupees twenty three thousand for a 1.5 ton Durakool Electronic window air conditioner. Two things that immediately struck me at the time of the purchase were the very limited range of residential AC models (when compared to, let’s say, LG) and the ‘take-it-or-leave-it’ attitude of the Carrier dealer (Aarkay Engineers). I initially thought that the arrogance was, maybe, a dealer issue but after two years of ownership I can safely say that indifference to customer needs is a trait that afflicts the entire Carrier organization, including its affiliates/dealers.
Most consumer durable companies have some sort of a mechanism whereby they track new product purchases and collect information and feedback from new customers. Not so with Carrier India. Carrier ACs come with three free services and in my case neither the dealer nor Carrier India cared to inform me about this (The warranty card, the product documentation or the bills also did not mention this). By the time I realised that I was eligible for free services, it was already too late.
I have faced several issues with the Carrier AC that I have owned and used over the past two seasons. Very frequently, the unit stops working and displays various error codes. This happens every day and so frequently that at times I simply switch off the AC and make do with the fan. It is simply a nuisance. Let me add here that if you have a problem with your Carrier AC, be ready to wait at least three working days before someone from Carrier will respond (yes the official turn around time is three working days, by contrast LG promises to respond within hours). Of course when the ’expert’ does turn up, be ready with a handsome sum (the minimum amount being Rs. 500 plus taxes) even if the problem could simply have been resolve over the phone.
An important consideration in any AC purchase should be the post purchase ownership cost and experience. Recently, when I changed my residence, I wanted my Carrier AC reinstalled in place of and existing AC. Carrier India quoted a total price of about Rs. 1500 for removal of the existing AC and re-installation and servicing of the Carrier AC. I thought the charges were a little on the higher side so I checked from a reputed electronics store (Reliance Digital) and got all of this done in Rs. 600. May I add here that the service provided by Reliance Digital was prompt and professional.
One just needs to visit the website of Carrier India to gauge the level of customer responsiveness of the company. The website looks primitive and the content and design appears to be done by a 10-year old. Sample this: the FAQ section on the website has the question ’How much electricity would my AC use?’ and the answer says ’Depending upon A/c capacity. The Electrical Power Consumption will vary.’! Now coming from a company that uses the punch line ’Turn to the Experts’, this answer (and the entire website) appears to be rather amateurish.
I have to say that I am thoroughly disappointed with the product and the service of Carrier India. Let me note here that I am not a ONE-OFF unhappy customer. Instead, as laid out in my review above, there appear to be some serious issues with both the product and service offering of Carrier India. Willis Haviland Carrier, the inventor of air conditioner, after whom the company is named, would certainly not be happy.