LocalCircles has written to the Ministry of Consumer Affairs (MoCA) to issue standards for air conditioner after-sales services and has also requested clear guidance from the Central Consumer Protection Authority under the Consumer Protection Act 2019 on the operation of after-sales services.
In his letter, he requested publication of the end-of-life date for each white product/device, the stipulated response time for complaint response, issue resolution, resolution process, and financial penalties if a manufacturer does not provide replacement parts or service within the warranty period.
LocalCircles, an organization that polls and conducts surveys, conducted a study to understand how Indian consumers got their air conditioner serviced after facing technical issues. The survey received responses from more than 42,000 people from 302 districts across the country.
The survey found that 76% of consumers who own air conditioners do not have them serviced by the manufacturer or company service due to the high cost, complicated contact process and time it takes. Additionally, two out of three consumers say that the service arm of AC manufacturers charges 50% or more than local suppliers to provide service/repairs.
The survey pointed out that 65% of respondents were male while 35% of respondents were female. In addition, 42% of respondents were from Tier 1, 29% from Tier 2, and 29% of respondents were from Tiers 3, 4 and rural districts.