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A/C Damaged By Technician During Cleaning Service; UrbanCompany.com
nair_sangita
23rd of Mar 2022
RANGAREDDY, Telangana, India
I had raised a request for servicing 2 a/cs at my residence as part of my usual pre summer maintenance. A technician was assigned for the work on 27th Feb 2022. He was inexperienced and was not sure on how to open the Onida a/c front panel.
He pulled at the panel resulting in the holding clips breaking. I immediately cancelled the service request on my second a/c and notified UC customer service of the issue.
They spoke to the technician and confirmed to me that as the damage to the appliance was due to their technician's mistake, the full cost of replacing the part will be borne by the company and the issue would be fixed shortly.
Since that day my a/c has been left open with dust settling on it and despite multiple follow ups and despite having Urban Company warranty against such damages, there is no clip replacement done yet.
We are having to follow up with the technician directly and he is citing different reasons like unavailability of the Onida technician, non availability of parts etc and the issue is nowhere near getting solved.
We raised a revisit request on 13th March due to these responses and immediately were threatened by the technician saying he will cancel the booking from his end and will not fix the a/c if we do not cancel the revisit request.
He came down the same day with an onida technician who told that the right side clip needs replacement. The technician promised to come back in two days with the clip. But after a lot of follow up he came with a left side clip replacement which was of no use.
He also started asking us money for the additional visits, which we refused. He again promised to come back with the correct side clip replacement. However, he is not receiving our calls or is giving various reasons and is postponing the visit.
No ownership is being shown by UC as well to resolve the issue and I have been running pillar to post to get the a/c fixed. The technician has taken the broken part for replacement and is threatening to abandon the issue from his end if we raise more complaints.
Urban company is behaving like a mute spectator to the issue and no priority is being assigned to resolve the case. Today i saw my original service request in cancelled status on UC app.
I immediately requested callback from customer service and they mentioned that as per the technician the issue is resolved as he had visited with an onida technician.
When i again mentioned the entire history of the issue, the customer service rep asked me to raise a new request under 'repair' category to have the issue assigned to a new technician.
He promised that he would inform the new technician about the issue and all costs would be borne by the company to get the a/c fixed. However, the new technician called up to enquire what the complaint was and he is saying he cannot do anything as there is a replacement part required.
I again raised a callback request (expected callback time 15 mins as per app) with UC. But its been more than 2 hours and they are not responding or calling back as well.
I am going through a traumatic experience and would like to bring the issue to the concerned authorities notice for quick action and resolution.
He pulled at the panel resulting in the holding clips breaking. I immediately cancelled the service request on my second a/c and notified UC customer service of the issue.
They spoke to the technician and confirmed to me that as the damage to the appliance was due to their technician's mistake, the full cost of replacing the part will be borne by the company and the issue would be fixed shortly.
Since that day my a/c has been left open with dust settling on it and despite multiple follow ups and despite having Urban Company warranty against such damages, there is no clip replacement done yet.
We are having to follow up with the technician directly and he is citing different reasons like unavailability of the Onida technician, non availability of parts etc and the issue is nowhere near getting solved.
We raised a revisit request on 13th March due to these responses and immediately were threatened by the technician saying he will cancel the booking from his end and will not fix the a/c if we do not cancel the revisit request.
He came down the same day with an onida technician who told that the right side clip needs replacement. The technician promised to come back in two days with the clip. But after a lot of follow up he came with a left side clip replacement which was of no use.
He also started asking us money for the additional visits, which we refused. He again promised to come back with the correct side clip replacement. However, he is not receiving our calls or is giving various reasons and is postponing the visit.
No ownership is being shown by UC as well to resolve the issue and I have been running pillar to post to get the a/c fixed. The technician has taken the broken part for replacement and is threatening to abandon the issue from his end if we raise more complaints.
Urban company is behaving like a mute spectator to the issue and no priority is being assigned to resolve the case. Today i saw my original service request in cancelled status on UC app.
I immediately requested callback from customer service and they mentioned that as per the technician the issue is resolved as he had visited with an onida technician.
When i again mentioned the entire history of the issue, the customer service rep asked me to raise a new request under 'repair' category to have the issue assigned to a new technician.
He promised that he would inform the new technician about the issue and all costs would be borne by the company to get the a/c fixed. However, the new technician called up to enquire what the complaint was and he is saying he cannot do anything as there is a replacement part required.
I again raised a callback request (expected callback time 15 mins as per app) with UC. But its been more than 2 hours and they are not responding or calling back as well.
I am going through a traumatic experience and would like to bring the issue to the concerned authorities notice for quick action and resolution.
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Complaint marked as Resolved
Sep,23 2023
I finally spoke to an executive from the social media team of Urban Company. I suggested getting the A/C fixed myself and claiming thd charges from thw clmpany. They agreed. I contacted the same Onida technician qho was brought in in between to check the broken clips. He had initially brought the left side clip in place of the right one. He agreed to get the correct part and replaced it. I submitted the bills ro Urban Company and they reimbursed the charges. My A/C is finally fixed.
updated by nair_sangita, Mar,31 2022
The social media team reached out to me stating that they have taken over the complaint and will be sending a senior technician to replace the clips. The booking was to be scheduled for 28th March, then rescheduled by them for 30th March...then to 31st March and now to 01st April! Apart from the bookings getting rescheduled nothing else is moving! I also requested a revisit on my original booking as they were trying to mark the booking as resolved. But no news on that either!
updated by nair_sangita, Apr,01 2022
A senior technician came today - 01Apr - for a visit. He - as expected - confirmed that nothing can be done from his end. Despite asking numerous times they are avoiding calling an onida technician who can fix the issue. This visit looked like an April Fool's trick by Urban Company to its customer! No resolution yet!
updated by nair_sangita, Apr,01 2022
Technicians are hesitant to come as they are ill equiped to perform the job. The technicians who are coming to visit are not unformed about the history of the case and come in as they only see a new booking. I am tired explaining the issue to each new technician assigned. Infact the poor technicians are also stuck as the booking remains open in their name and they lose out on the payment due to it being unresolved.
updated by nair_sangita, Apr,01 2022
Technicians are hesitant to come as they are ill equiped to perform the job. The technicians who are coming to visit are not unformed about the history of the case and come in as they only see a new booking. I am tired explaining the issue to each new technician assigned. Infact the poor technicians are also stuck as the booking remains open in their name and they lose out on the payment due to it being unresolved.
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Urban Company
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| Resolved | 1 |
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Urbanclap Technologies India Pvt. Ltd.
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