Beware of Kenwood Air Conditioners and Their Terrible Customer Service!
“My story is that I bought a 1.5-ton Kenwood inverter air conditioner 2 years ago. It worked perfectly fine for the first 2 years. During the winters, I turned it off and kept it unused for about 3 to 4 months. When I turned it on again, I noticed that it would cool for only 15 minutes, which is not normal, and then it would stop cooling for 15 minutes. After that, it would blow just air for about 10 minutes, and this cycle would continue for about an hour. Then it would show an L1 error and only blow air without cooling.
I complained to the Kenwood service center, and they said they would provide a complaint number and send an engineer to inspect it. The next day, the engineer arrived and told me that everything seemed fine, but the suction valve on the outer unit needed to be changed due to a leakage issue. When I asked about the cost, he said it would be 11,000 rupees, including gas charges, valve charges, pick-up and drop-off, and service charges. I agreed, and he asked me to pay an inspection fee of 1,000 rupees, which I paid. He also mentioned that if the issue persisted, they would provide a one-month warranty, and they would come to pick up the air conditioner the next day.
The following day, they came to pick up the air conditioner and asked me to pay the full 11,000 rupees. I asked why I should pay now, and they said it was their company’s policy to receive payment first. I paid them the amount. A day later, they came to install the air conditioner again, and after signing a paper in front of me, they left.
When I turned on the air conditioner, it was cooling, but not as much as before. It gradually decreased, and after about 15 minutes, it stopped cooling and only blew air. I thought of letting it run for a day or two to see if there was any difference, but there wasn’t. The L1 error started appearing again after 1 to 1.5 hours.
After two days, I called the service center again and informed them that my problem was not resolved. They provided a complaint number and said their representative would call me. The next day, the representative called and asked about the problem.
When I explained everything to him, he said that an error was occurring and cooling was not happening. He suggested that there might be an issue with the PCB card, and I should send it to them for repair and further inspection. He mentioned that it would cost me 27,000 rupees for the PCB card. I told him that I was under the impression that the faulty part was not my responsibility. I only reported my problem, and they themselves decided to change the part. I asked why I should pay in this case. He insisted that the warranty only covered parts, and an argument ensued. He said that if I wanted the work to be done, I should let them know, and they would charge me for any additional changes.
I ended the call, and the next day, I called their service center again. I found out that it was already mentioned in their records that the PCB card was faulty. When I informed them that this information was not shared with me before, they said there might have been a mistake, but it was mentioned there. I questioned why they charged me only 11,000 rupees without changing the card if it was faulty and why they sent back the air conditioner without fixing it. He said that maybe they had taken half payment from me, implying that he was trying to prove himself right by referring to their company policy,which states that full charges must be paid before the service.
I asked for the contact number of their head office to file a complaint and provided an email address to send a message. They mentioned that this email address was for the customer service center mentioned on their website. I have already emailed them three times, but I haven’t received any response. When I called the call center again, they informed me that my complaint had been closed without any customer satisfaction.
It is beyond my understanding how such a large multinational company is deceiving the public in this way and making money under the guise of service while considering people as fools.”
I also have their cal recordings where they admit their side of mistakes but refusing to take actions now im keep complaining but no response against the complain numbers which they are giving on every cal.