I purchased a Sharp Air Conditioner (Plasma Cluster Inverter 1.1 tonne Split A.C.) on 1st July 2011. As per their warranty clause, I was entitled for 3 free services during the period of one year from the date of purchase. I had availed two free services upto June 2012 and requested for third free service in the last week of June 2012, clearly bringing to the notice of the company that my warranty period would expire by 30th June 2012.
My request was not attended. I again reminded them in July 2012 but my request was not attended to. One more reminder was placed in August 2012 when their executive finally turned up. But instead of attending to the complaint, he left with the remarks that he would require assistance of one more person to service the AC and that he would return with an assistant. He never came back.
Now this year, at the start of the season in May, I called up their Service Center in Okhla and explained to them how I was denied third free service during warranty period and asked whether I could avail it now? He assured me that it can be done and that I should place a request with their call center and give the request number to the Service Center, Okhla. I did the needful and their executive did turn up, but he refused to service the A.C. free as the warranty period was over. I tried to reason with him that I had explained the entire matter to Service Center people and I was assured that it would be serviced free. Nothing doing. He returned without servicing the A.C.
Now my question to Sharp is- When company fails to fulfill its obligation, how can it hide behind a lame excuse that warranty period was over? The warranty had lapsed without providing me three services due to lapse on part of the company and it should make good the loss I had to suffer. Further, the company should send its executives briefed well in advance so that a customer does not have to argue with him to make him see the reason. I’m sure appropriate authorities in the company can settle the issue as it is not a big one, but dragging of feet and blaming the customer could complicate the matters.
Incidentally, the front panel of indoor unit of the A.C. also does not fit well.