Ombudsman Integrated AI and Robotics Consumer Electronics Home Appliances

Requesting the Ministry of Electronics and Information Technology and Ministry of Consumer Affairs, Food and Public Distribution to Establish an AI-Integrated Robotics Consumer Electronics Home Appliances Ombudsman.

14 min readMay 25, 2024

Citing the personal incident encountered by Ratul Aich (ratulaich@gmail.com, +919738106837), of suspected unethical business practices by Voltas AC Service Department in the Consumer Electronics Home Appliances segment, requesting MEITY to set up an AI-Integrated Robotics Consumer Electronics Home Appliances Ombudsman through the Draft National Strategy on Robotics Section 3.2.2 (Link), that will resource pool of domain-specific specialists capable of evaluating complex cases related to AI-Integrated Robotics Consumer Electronics Home Appliances segment. Hopefully, the AI-Integrated Robotics Consumer Electronics Home Appliances Ombudsman will build a legal inventory of domain-specific specialist lawsuits over time, which will help the Government of India to strengthen the Center of Excellence to meticulously, rigorously, and speculatively create rules, regulations, and directives.

Twitter link x.com/rat9/status/1788447153473679367

Voltas AC Service Request № 24042004243.

On Sat, 27 Apr 2024, 20:17 ratul aich, <ratulaich@gmail.com> wrote:

Hi,
Voltas AC air pressure was put on hold since last 3 days to check leakage. Please assign a service engineer to complete the job.
Service Request №24042004243

On Tue, Apr 30, 2024 at 12:33 AM ratul aich <ratulaich@gmail.com> wrote:

Hi,
Voltas AC air pressure was put on hold since last 5 days to check leakage. Please assign a service engineer to complete the job.
Service Request №24042004243

Ratul Aich,
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From: ratul aich <ratulaich@gmail.com>
Date: Wed, May 1, 2024 at 1:31 PM
Subject: Re: Service Request №24042004243
To: <vcare@voltas.com>

Service Request №24042004243. Complaint for lying and tricking the customer by Voltas AC Service Technician.
The service technician blatantly lied to me. Souvik, the service technician checked the pressure in front of me. He said the reading is zero. I trusted him and didn’t check it myself. Then he opened the nob of the reading meter to remove the device. I heard the pressurized air flow out so I questioned him. He said the pressure is below 50 so we don’t count it therefore I told you the reading is zero. Then he started opening the other two nobs to take the machine away to the workshop. A little more air flowed out. I asked him to stop and we went downstairs to my room. We were discussing the matter, meanwhile unsatisfied with his answer, I asked him again to take the air pressure reading. This time the air pressure turns out around 100. So I questioned him for lying. He was clueless. I trust Brand Voltas, therefore, I asked for an official repair service, but if your service technician himself lies, then I being a layman customer with no understanding of AC engineering have no way to identify and verify him tricking the customer into a lieu to fish out my hard-earned money. Due to this incident, I’ve developed a trust issue with Voltas. Suggest further action by Voltas.
Air pressure was held on 2nd visit to check leakage. https://photos.app.goo.gl/oifViQYrYdsKX3EW9

Air pressure today, after losing air in opening and closing the nob twice, and losing air for separately opening the other two side nobs in an attempt to take the machine to the workshop. https://photos.app.goo.gl/dbZxt7QqyUVDqjbZ8

On Thu, May 2, 2024 at 12:02 AM Subhasish Das < subhasishdas@voltas.com> wrote:

Dear Mr. Aich,
First of all we apologize for the miscommunication happened.
I spoke with that technician along with the service centre.
Please check our observations.
When technician visited on 24.04.24 he find no gas pressure in your unit.
He applied 150 PSI pressure separately on both the units (IDU & ODU). His motto was to check the drop in pressure for leakage part identification.
When he visited today he found pressure drop in both the parts of the AC, i.e. in IDU as well as in ODU.
In IDU part he found 50 PSI pressure (Photo shared by you), i.e. drop of 100 PSI pressure.
In ODU part he found 100 PSI pressure (Photo shared by you), i.e. drop of 50 PSI pressure.
Separate pressure apply in both the units is helpful to detect the leakage part of the AC (Either Evaporator coil which located in IDU or Condenser coil which located in ODU).
As he observed pressure drop in both the units which indicates leakage in both the parts, he suggested to take the AC in workshop for repairing purpose.
We used to carry major gas charging cases in workshop because of firm set up in workshop. We have nitrogen cylinder in workshop which is not permissible to carry in customer location.
Fist we will do nitrogen flushing for particular leak point detection and then we will repair it (if possible) and then will finally gas charge in the unit. If the particular part is beyond repair then we used to take customer consent for part replacement.

In case you need other clarifications we can discuss over phone. Our intention is to repair your unit without replacing any part which is not necessary for which workshop collection is mandatory.
Please let us know further course of action.
Thanks & Regards,
Subhasish Das

On 5/2/2024, 5:22:26 AM , ratul aich < ratulaich@gmail.com > wrote:
Hello Everyone,
I am not an AC engineer but a layman customer, so I need to watch a video to understand whatever Subhasish is trying to explain. https://www.youtube.com/watch?v=JNPcmIvABRs
As per Subhasish explanation, it seems Shouvik (Voltas Technician) lied to Subhasish about the air pressure operation and assessment concerning AC Indoor Unit (IDU) and Outdoor Unit (ODU). I’m escalating the matter to the Nodal Manager.
The Indoor unit (IDU) was not filled with air by Shouvik on 24 April 2024.
The Indoor unit (IDU) air pressure was not assessed by Shouvik on 01 May 2024.
The Outer unit (ODU) was filled with air on 24 April 2024. The air pressure was approximately 145 as shown in the picture. https://photos.app.goo.gl/oifViQYrYdsKX3EW9
The Outer unit (ODU) has been assessed twice on 01 May 2024. The first time Shouvik (Voltas Technician) assessed and lied to me that ODU has 0 pressure. It is important to note that a good amount of air pressure slipped away attaching and removing the nob of the meter reading device. Then he starts opening the other two nobs to take the machine to the garage. A little more air slipped out. I stopped him. We went downstairs to my room. We went up again. Shouvik was on the phone. The other assistant was reluctant to attach the pressure measuring device. I attached the device. A good amount of air pressure slipped out because I’m an inexperienced person trying to attach the air pressure measuring device to the ODU. The reading was approximately 95 as shown in the picture (https://photos.app.goo.gl/dbZxt7QqyUVDqjbZ8). I assume, as the device has been attached twice and removed, followed by opening the adjacent nobs (2 & 3) in an attempt to move the machine to the garage, leads to considerable air pressure loss that brought down the reading from ~ 145 to ~ 95.
If I don’t receive peace of mind and honest service from Voltas Brand then what is the point in trusting a Brand, Customer Loyalty, Brand Value, and asking the Voltas customer care for AC service instead of approaching a local technician? This is utter negligence in service by an officially designated service technician of Voltas.
I’m escalating the matter to the Nodal Manager.

On Thu, May 2, 2024 at 11:14 AM Voltas Care <vcare@voltas.com> wrote:
Dear Sir/Madam,
We are really sorry for the inconvenience that you have faced.
I have read all the details of your complaint in this Email and can understand that you had not good experience with us regarding complaint # 24042004243 for which service does not meet your expectations.
Do not worry, We will surely help you out in this regard.
In order to help you further, I would like to inform you that we have immediately forwarded your complaint to our Branch Service Manager of Voltas Mr.Debojoti Barary to take immediate action and resolve the issue at the earliest.
Here are few details of our Branch Service manager, which will be helpful for you -
Name:- Debojoti Barary
Contact No :- 9007957444
Email id:- debojotibarary@voltas.com
We honestly value your time with us and I am eager to serve you again whenever required. Your cooperation and patience is highly appreciated to us in this regard. It was a great pleasure for assisting you,
We appreciate your patience and support.
Please feel free to call us on Customer Care- 1860 599 4555/965069 4555 for any further clarifications.
NOTE: Request you to send a Mail to “Vcare@voltas.com” For any further query or complaint
Regards
Voltas Team

On Thu, May 2, 2024 at 12:54 PM ratul aich <ratulaich@gmail.com> wrote:
Thank you, Voltas for acknowledging the problem and escalating it appropriately. Subhasis called me. He informed me that he will send a senior technician who will fill the IDU & ODU with air pressure, and then assess the air pressure appropriately as per the standard procedure.

On Fri, May 3, 2024 at 1:24 PM ratul aich <ratulaich@gmail.com> wrote:
Hi Team Voltas,
The reason for writing the peculiar (nitty-gritty) details is to use this documentation for Hardware Design, Process Improvement, Quality Assurance, and User Experience (User Scenairo, Repair Scenario, and Use Cases) by Voltas, Manufacturers, and R&D labs.
Technicians Priyanshu Biswas and Arpan Mondal visited today. The pressure was checked (likely ODU and IDU combined). The reading was Zero (https://photos.app.goo.gl/D5DBqj9eVdty3RLT8). Although air pressure slipped out while connecting and removing the air pressure measuring device. The matter of concern is that on 24 April 2024, the noted pressure was ~ 145 which survived 7 days as the noted pressure was ~ 95 on 01 May 2024 (because multiple times the nod of the pressure gauge was opened and closed). But that pressure dropped to 0 in 2 days i.e., on 03 May 2024, without any tampering to the AC machine. I’ve all the good reasons to be skeptical because of the deceitful incident that happened to me on the earlier visit. Is there a switch to halt the air supply in the air pressure measuring device, which therefore shows either 0 air pressure or the actual air pressure?
Anyways Arpan filled the ODU and IDU. The reading showed around ~ 80. I asked him to make up the pressure to 150 like earlier. He used another cylinder and filled the ODU and IDU. Then we measure the air pressure reading again which is around ~ 130 (https://photos.app.goo.gl/hXfB8XX5RuK2L8xA7). Then Arparn screws the partition, which basically separates out IDU from ODU. He explained that in 2 days the AC air pressure will be assessed again. So the first reading will taken for IDU. Then the partition will be unscrewed and the second reading will be taken for ODU and IDU combined. This will ascertain if there is any leakage in IDU or ODU.

On Sat, May 4, 2024 at 2:46 PM ratul aich <ratulaich@gmail.com> wrote:
Hi Team Voltas,
We have paid the service charge 590/-. No further assistance required for now. Please close the Service Request №24042004243.
https://photos.app.goo.gl/HgMeGZgt3a2qhL2L8

From: ratul aich <ratulaich@gmail.com>
Date: Thu, May 16, 2024 at 10:46 AM
Subject: Re: Service Request №24042004243
To: <vcare@voltas.com>

Hi Team Voltas,
Voltas AC Service Request Additional Feedback. Service Request №24042004243.
Please share the feedback with your VP of Operations, Product VP, and CEO.

The inappropriate assessment sequence of home Air Conditioner is adding a huge cost to the customer.

The sequence of service is such that, post the soap water onsite air leak assessment, the Voltas technicians would transport the outdoor and indoor units to the workshop, and only if everything was found to be all right, they would assess the copper pipes connecting the outdoor unit to the indoor unit. This ends up incurring a huge cost at the customer’s end.

I’ll explain in detail. In my case, the outdoor unit of the Voltas AC was found to be fit (no leakage). The service technician told me they’d transport the indoor unit to the workshop to assess leakage. The indoor unit will be submerged in a tank filled with water. High-pressure nitrogen will be passed in the indoor unit to check leakage. The transportation cost is 1000 INR. The repair cost is additional. In case the indoor unit is unrepairable, the replacement cost of the indoor unit will be ~4500 INR. In case the indoor unit is found to be fit in assessment, only then the copper pipe connecting the outdoor unit to the indoor unit will be assessed and changed. My copper pipe is long as it extends from the terrace on the 4th floor to the 2nd floor, therefore it’ll cost ~6500 INR to replace. Additionally, ~3500 will be charged for gas refill. I paid the service amount of ~690 INR and closed the service request because to shell out money for the assessment of the indoor unit without the assessment of the copper pipe seems to be inappropriate, deceptive, deficient, incomplete, and unprofessional to me.

I called the local technicians. They assessed the outdoor unit, indoor unit, and copper pipe. They found the leakage in the copper pipe and welded it.

Voltas repair cost approximately.
If the copper pipe needs replacement.
690 service charges, + 1000 transportation charges, + 6500 copper pipe replacement charges, + 3500 gas refilling charges, equals 11690 INR.

If the Indoor Unit needs replacement.
690 service charges, + 1000 transportation charges, + 4500 indoor unit replacement, + 3500 gas refilling charges, equals 9690 INR.

If the Indoor Unit and Copper pipe both need replacement.
690 service charges, + 1000 transportation charges, + 4500 indoor unit replacement, + 6500 copper pipe replacement charges, + 3500 gas refilling charges, equals 16190 INR.

Local Technician’s Assessment and Copper Pipe Repair Cost. https://photos.app.goo.gl/VqJJqajkM5W6cBnG7
1400 Indoor unit, outdoor unit, copper pipe assessment, and copper pipe welding charges, + 2500 gas refill charges, equals 3900 INR.

The huge price difference between 11690 INR and 3900 INR in rendering service for a retail home segment AC customer is concerning. However, retail business owners like ATMs and shops may incur such a cost for rendering service. Therefore, AC companies may need to analyze the viability of providing repair services to the retail home segment, and instead ponder forming a consortium to nurture third-party service providers like Urban Company and House Joy, earning through licensing.

from: ratul aich <ratulaich@gmail.com>
to: gc-rtipgcell@meity.gov.in, cpgrams-darpg@nic.in, moeit@gov.in, mos-eit@gov.in
cc: bhuvnesh.k@meity.gov.in, sunita@meity.gov.in, abs.shalini@gov.in, singh.ramesh64@nic.in, pk.sahoo@nic.in, hr099.ifs@nic.in
date: May 19, 2024, 12:12 PM
subject: Requesting to Establish a Consumer Electronics Home Appliances Ombudsman

Hello Everyone,
Citizen Grevience, Suggestion, and Feedback.
Citing the personal incident encountered, of suspected unethical business practices by Voltas AC Service Department in the Consumer Electronics Home Appliances segment, requesting MEITY to set up a Consumer Electronics Home Appliances Ombudsman resourcing pool of domain-specific specialists capable of evaluating complex cases related to Consumer Electronics Home Appliances segment. Hopefully, the Consumer Electronics Home Appliances Ombudsman will build a legal inventory of domain-specific specialist lawsuits over time, which will help the Government of India to strengthen the Center of Excellence to meticulously, rigorously, and speculatively create rules, regulations, and directives.

Here are the details of the incident.

Voltas AC Service Request №24042004243.

The inappropriate ‘Assessment Sequence’ of home Air Conditioners adds a huge cost to the customer.

The ‘sequence of service’ is such that, post the soap water onsite air leak assessment, the Voltas technicians would transport the outdoor and indoor units to the workshop, and only if everything was found to be all right, they would assess the copper pipes connecting the outdoor unit to the indoor unit. This ends up incurring a huge cost at the customer’s end.

I called the local technicians. They assessed the outdoor unit, indoor unit, and copper pipe. They found the leakage in the copper pipe and welded it.

If the Indoor Unit needs replacement.
690 service charges, + 1000 transportation charges, + 4500 indoor unit replacement, + 3500 gas refilling charges, equals 9690 INR.

I ended up paying 690/- service charges for poorly (economically) calculated home segment consumer product ‘planned obsolescence’ and in my opinion, the extremely high cost of service, and the disparity between authorized service and service rendered by local technicians seems to be an unethical business practice. Right to Repair Act USA. https://en.wikipedia.org/wiki/Right_to_repair#:~:text=Right%20to%20repair%20is%20a,protecting%20a%20right%20to%20repair.

A planned obsolescence rough estimate of a 3 bedroom flat would be 3 ACs being installed in 3 successive years that will break down in their 5th year would mean since the 5th year, every year ~12000 INR for the repair of one AC, plus ~1500 INR for cleanup of two other AC needs to be kept aside.

I think the calculation of planned obsolescence of products in the context of the Indian economy, environment, people, and challenges, isn’t happening.

It seems we are simply purchasing consumer goods from foreign manufacturers (pipelines) and selling them here without putting in the effort to improve them in our context. This is adding a huge cost to repair, and sooner than expected breakdown, given the growing number of consumer goods in our houses (consumerism’s expectations from people), with respect to per capita income growth projections and consumer’s expenditure power. Nonetheless, it will open up opportunities in the field of innovation, research, and development in hardware design, engineering, and macroeconomics.

Not checking the copper pipe and insisting on transporting the AC’s indoor unit to the workshop adding exuberant cost is deficient, incompetent, deceptive, and unethical business practice. This incident is subject to an inquiry.

What is the website of the Consumer Home Electronics Appliances Ombudsman in India? Domain experts are required to evaluate such a specialized case.

https://x.com/rat9/status/1788447153473679367

PFB more details.

Additional details. https://x.com/rat9/status/1788447153473679367

Ombudsman Integrated AI and Robotics Consumer Electronics Home Appliances

Requesting the Ministry of Electronics and Information Technology and Ministry of Consumer Affairs, Food and Public Distribution to Establish an AI-Integrated Robotics Consumer Electronics Home Appliances Ombudsman.

Written by Ratul Aich

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