I have purchased a CROMA Brand split A/C, on 24th Jan 2025 and exactly in 2 Months the A/C stopped working. I launched a complain on 22nd March 2025 and Technician came and inspected the product on 23rd March 2025(i.e. Sunday) and said their is part faliure and it has to be ordered from store which is in Bhiwandi. 23rd March 2025 being Sunday he said part won’t be dispatch on Monday the 24th March 2025 and the problem will be solved.
As a curiosity, just to reconfirm whether the fresh part has been dispatched or not I called the technician and he said he is not aware about the dispatch we need to check with customer service. So we called the customer service and they said as informed by the technician on 23rd March 2025 the problem will be solved, but did not give clear information of part being dispatched or not.
So on 24th March we call the technician to understand at what time is he coming to fix the problem and he said he can come only after the part arrives and till 24th March 2025 morning he has no update on the part being dispatched or not, but he will be call us and update us by 12:00 Noon or 1:00 PM, so we waited till 1:30 PM and then called back and at this time he said he is still not aware of the status on the part which was very frustrating and then we asked for manager and spoke to Area Sales Manager Mr. Dinesh who promised that he will take our complain on high priority and get the issue resolved in 24 hours.
Next day 25th March 2025, we contacted him again he said the part has left Bhiwandi and the issue will be resolved on 25th March 2025, so we waited till the end of the day but again disappointed as the issue was not resolved. The worst part is that CROMA staff does not even have a courtesy to call and update / inform the customer, they make us feel as if we are begger and asking something for free, but the fact is we have already paid for the service at the time of purchase and its our rights to get timely and prompt service.
Since then everyday I have been following up with Croma customer care and service center and have been getting false promises and false commitment. So on 26th March 2025 Area Sales Manager Mr. Dinesh informs us that there is an Audit going on at Bhiwandi store hence no part will be dispatch and we have to just wait. He also informed that the parts will only get dispatch from Bhiwandi on 29th March 2025.
Now we call Mr. Dinesh back on 29th March 2025 to understand the status on the parts and he said he will check with the store and revert in an hour’s time and after that he stopped answering the call and later in the evening on 29th we got connected to the service center via customer care and he said that we have to wait till monday to get an update on the status of the part.
Today 31st March 2025, we contacted the service centre to get the update at this time they came up with the reason saying due to "EID" the store is closed and we have to wait till tomorrow morning to get the update on the part.
I feel CROMA staff does not believe in giving after sales service.
This is the worst experience I have ever come across in my life and if I get the opportunity I would like to raise my voice to boycott CROMA product.