Bought a Panasonic 1.5 Ton 5 Star AC and received a damaged unit — missing copper tube + dent. Need advice.
I received the AC on 15 May. When the technician came for installation, we opened the box in front of him and immediately noticed:
- One copper tube was missing
- Th outdoor unit also had a visible dent
I recorded a video on the spot where the technician clearly states the same issues.
Right after that, I called AMAZON customer care and reported everything. They told me to wait till 25 May for resolution. The problem is: my replacement window also expires on 25 May.
Since then, I have called customer care two more times requesting them to expedite the matter because I do not want the replacement window to lapse. Every time they just say “internal investigation is going on.”
Another worrying thing:
- There is NO mention of my complaint or reported issue in the app/service section.
- When I asked about this, they said the complaint is being handled internally so it won’t appear there.
- They DID send me an email confirming that I reported the issue.
At this point I’m worried they are intentionally delaying things until the replacement period expires.
What should I do now?
- Should I escalate legally?
- Consumer court?
- Social media escalation?
I have:
- Unboxing video
- Technician statement on video
- Call records
- Email confirmation from amazon
Would appreciate guidance from anyone who has dealt with something similar.