Panasonic 1.5T 3 star AC installation issue
The AC was installed on 10th May, but the technician did not perform vacuuming. After reading comments and posts in this community, I spoke with customer care on 12th May, and they created a service request (job).
On 13th May, a technician came with only a vacuum pump. He performed the vacuum process without releasing the existing gas. When I asked him about gas refilling, he said it was not necessary and gave unreasonable explanations.
I escalated the issue to the Area Service Manager (ASM). Initially, he acknowledged that gas refilling was necessary, but later he changed his statement and said it was not required based on his experience. He asked me to wait for three days and said that if I still felt there was an issue after that, he would ask the service center to refill the gas.
On 15th May, I contacted customer care again because the AC did not feel cool during the nights of 13th and 14th May. I informed them that the technician had only performed vacuuming without releasing the gas or refilling it, and they created another service request.
On 16th May, I received a call from a technician. He asked about the issue, and after I explained everything, he said he was only a mechanic and that gas refilling was not part of his responsibility. He asked me to contact the service center manager.
I called the service center manager and explained the issue. He also said gas refilling was unnecessary, but when I insisted, he started arguing rudely. He claimed that the company gas was the best and that if I wanted a refill, they would use third-party gas because they do not receive gas directly from the company. I then told him I would speak with customer care because of his rude behavior, and he responded, “Okay, sure.”
After that, I spoke with customer care again, and they arranged a conference call with the ASM. He assured me that he would take the issue seriously and resolve it as soon as possible.
17th May was Sunday, and on 18th May the assigned technician was on leave. The ASM assured me that the technician would arrive on 19th May at 11:30 AM. Later, the timing was changed to 6:00 PM, but the technician still did not arrive. I texted the ASM saying that I would contact customer care again and file a consumer grievance.
After that, the ASM spoke with the service center manager, and a technician finally arrived at 7:20 PM. He came with a vacuum pump and a gas cylinder. I personally checked the weight of the cylinder, and it was 2.3 kg.
The technician turned on the AC for a short time and then released the gas. The process took less than a minute, with occasional loud venting sounds. He then showed me the pressure gauge, which displayed 0. After that, he performed vacuuming, and the gauge showed -30.
Once the vacuum process was completed, he started refilling the gas. At the end of the refill, the gauge showed 150. However, when I personally weighed the gas cylinder again, it still showed the same weight as before the refill. When I questioned him about this, he gave vague explanations, saying that he had filled the gas and that the pressure reading confirmed it.
I escalated the matter again to the ASM. He spoke with both the technician and the service center manager and instructed the technician to repeat the entire process.
The technician then started releasing the gas again, and this time it took longer than before. After that, he performed vacuuming once more. At the end of the process, he said he would refill the gas the next morning because it was already 10:30 PM and the gas shop was closed.
Now I am worried about the purity and authenticity of the gas they plan to use, especially since it is stored in a plain solid-color cylinder without any labeling or details. What worries me even more is that I may have to remain in contact with this service center for the next five years.
Now I’m worried about:
Whether the refrigerant gas is genuine/pure. The fact that they use plain, unlabelled cylinders.
The overall competence and honesty of the service center. Having to depend on this same service center for the next 5 years.
What should I do now? Should I escalate this further to consumer grievance or the brand’s higher management? ASM asks not to complain.