Rupayan Sarkar raises a complaint against Havells India Ltd and Lloyd AC (purchased via Flipkart) for receiving an air conditioner without gas. Poor service, delayed resolution, and consumer rights explained.
Note: If this issue is resolved, the brand involved or the complainant can contact us at Support@Choice4Voice.com. We will update the case as Resolved or remove it accordingly.
Complaint Summary : Havells India Ltd & Lloyd AC Defective Delivery Complaint by Rupayan Sarkar
| Detail | Information |
|---|---|
| Complainant Name | Rupayan Sarkar |
| Brand Involved | Havells India Ltd / Lloyd (Parent Company: Havells) |
| Platform of Purchase | Flipkart |
| Product | Lloyd Air Conditioner |
| Issue Reported | Delivered defective AC without gas |
| Service Request No. | FLIL-84Y0AW-MVTEL9-CW02AG-DH7PTQM |
| Service Partner | Jeeves |
| Resolution Given | Waiting 3–4 days for approval of gas refill; over a week if replacement required |
| Customer Concern | Poor quality check, delayed service, defective product delivered despite full payment |
Full Complaint Write-Up
Defective AC Delivery Experience
Rupayan Sarkar, a consumer, recently purchased a Lloyd air conditioner via Flipkart, owned by Havells India Ltd. To his shock, the AC was delivered without refrigerant gas, making it completely non-functional from day one.
Instead of offering an immediate solution, the service partner Jeeves informed him that:
- Approval for a gas refill would take 3–4 days.
- If rejected, replacement approval could take more than a week.
This experience left the customer feeling harassed and ignored, especially after investing his hard-earned money into what should have been a trusted brand purchase.
Poor Quality Control and Customer Service
The issue highlights a major gap in Havells India Ltd’s quality control. Products reaching customers in a defective state raise serious questions:
- Was the product inspected before shipping?
- Why are customers left waiting for approvals instead of receiving instant resolution?
- Why does the burden fall on the buyer despite a clear manufacturing/packaging defect?
Consumer Rights in India – What Buyers Should Know
Consumers purchasing products online are protected under the Consumer Protection Act, 2019. In this case, the following rights apply:
- Right to Safety – Products delivered must be safe and usable, not defective.
- Right to Be Informed – Buyers must receive proper information about product quality.
- Right to Redressal – Immediate resolution should be provided for defective products.
- Right to Replacement/Refund – Customers can demand a full refund or product replacement if the product delivered is defective.
As per Flipkart’s own policies, defective products are generally eligible for replacement/refund within 7–10 days of delivery.
Accountability of Havells & Lloyd
- Havells India Ltd is a reputed brand and parent company of Lloyd. Customers expect high standards of reliability and service.
- Delivering a product without gas indicates failure in manufacturing checks and distribution process.
- The delay in resolution not only causes financial stress but also creates emotional frustration for customers.
Role of Service Partner (Jeeves)
Jeeves, Flipkart’s service partner, has been criticized in multiple consumer complaints for delayed resolutions, poor communication, and lack of accountability. This case once again highlights systemic inefficiencies in their operations.
What Customers Can Do in Such Cases
If you face a similar situation, here are the steps you should take:
- Document everything: Keep photos/videos of the defective product.
- Escalate to Flipkart: Raise the issue via customer care with the service request number.
- Email Havells & Lloyd Support: Write directly to the brand highlighting the defect.
- Approach Consumer Forum: File a complaint at the National Consumer Helpline (NCH – 1800-11-4000) or through the online portal.
- Claim Refund/Replacement: Don’t settle for patchwork solutions like delayed gas refills if you received a defective product.
Original LinkedIn Source
This case was originally shared by Rupayan Sarkar on LinkedIn:
(LinkedIn Post)
Frequently Asked Questions (FAQ)
Q1. What should I do if I receive a defective AC from Flipkart?
You should immediately raise a service request on Flipkart and demand replacement or refund. Keep photos/videos of the defective product.
Q2. Can Havells India Ltd be held responsible for a defective Lloyd AC bought via Flipkart?
Yes. Since Lloyd is owned by Havells India Ltd, the brand holds full responsibility for quality assurance.
Q3. What are my rights under the Consumer Protection Act, 2019?
You have the right to replacement/refund, safety, and grievance redressal for defective products.
Q4. How long does it take Flipkart to replace a defective product?
Usually 7–10 days, but it can vary depending on the seller and brand approval.
Q5. Is Jeeves responsible for resolving such complaints?
Yes, as Flipkart’s official service partner, Jeeves is responsible for repair/replacement coordination.
Q6. Can I demand a full refund instead of waiting for repair?
Yes. If the product is defective on delivery, you can demand a full refund under consumer rights.
Q7. What happens if Havells delays the complaint beyond a week?
You can escalate the case to the Consumer Forum or file a complaint with the National Consumer Helpline.
Q8. What evidence should I keep while filing a consumer complaint?
Keep invoice copy, service request number, photos/videos, and email/chat history.
Q9. Who is accountable for quality check – Flipkart or Havells?
Primarily the brand (Havells), but Flipkart also holds responsibility as the selling platform.
Q10. Can ACs be delivered without gas?
No. A product delivered without gas is considered defective from the start.
Q11. What is the role of the Consumer Commission in such cases?
They can order a replacement, refund, or even compensation for harassment caused.
Q12. How can I escalate the issue to Havells customer care?
You can reach Havells India Ltd via their official website support email.
Q13. What is the service request number mentioned?
In this case, the SRN is FLIL-84Y0AW-MVTEL9-CW02AG-DH7PTQM, registered with Jeeves.
Q14. How common are defective AC complaints in India?
Complaints about defective AC deliveries and poor after-sales service are quite frequent.
Q15. What compensation can I claim if the delay causes financial loss?
You can demand refund + compensation for mental harassment under Consumer Law.
Q16. Can defective AC delivery be considered unfair trade practice?
Yes, as per law, selling defective products knowingly or without quality checks is unfair trade practice.
Q17. What is the role of the National Consumer Helpline (NCH)?
NCH provides free support to consumers for lodging complaints against companies.
Q18. Can I approach RBI or Ombudsman in such cases?
No, RBI/Bank Ombudsman only deals with financial institutions. For defective products, approach the Consumer Forum.
Q19. What happens if the issue is marked ‘Resolved’ later?
Choice4Voice.com will update this case as Resolved or remove it based on confirmation from the brand/complainant.
Q20. How can others avoid such issues?
Always check product reviews, ensure unboxing is done in front of the technician, and demand immediate replacement if defects are found.
