Consumers Cite High Cost, Slow Service as Challenges to Get ACs Fixed by Brands; 55% Use Local Vendors: Survey

Consumers cite high cost, slow service as challenges of repairing ACs by brands; 55% Use Local Vendors: Survey

With many parts of Delhi recording 46 degrees Celsius, many are struggling to cope with the hot weather. Those with coolers are even better. However, some of them are still waiting for a technician to fill gas, clean filters or fix an electrical problem, according to a survey by LocalCircles.

Over the past 30 days, local circles have received hundreds of complaints from across the country regarding AC brands’ slow service, faulty complaint filing and resolution process and high charges.

When asked about getting AC service, 13% owners use brand service through maintenance contract and 7% use brand service on ad-hoc basis; Another 7% used service providers through dealers, 38% used local service providers and 15% used organized third-party service providers.

While few others said that they have not serviced their ACs yet, 4% do not want to service the AC because “they don’t need any service this year and it is working well”, and 10% “don’t plan. Use them or serve them this year.

When asked why consumers do not use brands or manufacturers to service their ACs, 54% respondents cited “high cost” while 54% cited “complicated communication process”; 17% felt manufacturer/brand services were “time consuming”; 4% said employees lack expertise; 4% mentioned other reasons. Only 19% of the respondents said that they used the services of AC manufacturer/ brand’s service center.

People who had their ACs serviced by third-party vendors complained that they were cutting corners, causing additional damage to the machine to create more work for them.

Consumers have pointed out how they are not happy with the service of their air conditioner and why brands should pay more attention to their after sales service or third party service providers.

The survey received 23,000 responses from consumers across 286 districts of India. 67% of the respondents were male and 33% of the respondents were female. 47% respondents belong to Tier 1, 36% Tier 2 and 17% respondents belong to Tier 3, 4 & rural districts.