Consumer Redressal

TO, Date:09/11/2013 The National Head Business Development & Marketing Asian Paints PPG Pvt.Limited 6-A, Shantinagar Santacruz (E) Mumbai-4000005 Sub: My APHS Complaint No-505053941 dated 13th August, 2013 addressed to FEEDBACK – CMNID Dear Sir, With reference to subject cited as above, I would like to inform your good self that I have painted my Flat No A1/301, AKASHNIDHI Apartment, Times of India Road, Satellite, Ahmedabad-380015, Gujarat during the month of February-2013 through Asian Paints Home Solutions vide below mentioned PE. 01. PE NO- AMD 1213/1565 & INVOICE NO-1213/1602 02. PENO- AMD 1213/1637 & INVOICE NO -1213/1601 03. PENO- AMD 1213/1624 & INVOICE NO- 1213/1624 The painting job was completed in the month of February-2013, but within a period of FOUR (04) Months I have observed Cracks & Flaking on the walls & Ceilings of my Drawing Room & Bed Room which I reported orally to your Sales Executive Shri Nisad Soni in the month of June-13. Till 27th of September-13 No body from Technical Side (Expert) visited my flat nor did I get any communication in this regard from your local office at Ahmadabad. After my repeated reminder on 27th September-13 Company’s Technical Expert Mr. Hiren visited my Apartment to review the complaint assuring that he will revert back within two or three days but till 30th October-2013 I did not get any written communication from him. During his visit he informed me the probable CAUSE for the HAIR CRCKS & FLAKING is CRCKS in ceilings and walls, which I was not agreed at all and still not agree under the facts & finding as under. During his visit I have also discussed the Probable causes which are based on facts, findings (Expert Opinion) & evidences but your Expert was not ready to listen or understand my views. Sir,I am at all disagree with your Expert Mr. Hiren’s Opinion- HAIR CRACKS & FLAKINGS are due to CRACKS IN CEILINGS & WALLS Plaster- which is very far from facts . My reasons for not agreeing the causes given by your expert are as under. 01. As this flat was constructed in 2009 and I have purchased from Builder as a First Buyer. All the walls & ceilings are applied with PUTTY by Builder, Even after 04 years time before giving paint job to ASIAN PAINTS- HOME SOLUTIONS in February-2013 there was not a single crack observed on any walls or ceilings of my APARTMENT. 02. As your Expert says that problem arise s because of CRACKS on walls & ceilings than why at the time of Painting neither Contracts nor Supervisor nor Head Painter brought it to my notice that there are so many CRACKS on Walls & Ceilings in Bed Room & Drawing Room and before painting Job you have to go for treatment. And also why it has not been reflected in my PAINT ESTIMATE NO-1565, 1624 & 1637. It proves that either your expert is liar and giving his opinion in company favor or he has lake of knowledge about paint technology. And even if he is right than why I did not get any written communication from Expert side or from your local office till today i.e 28/10/2013 against my complaints after giving repeated reminders for written communication in this regards. 03. I have gone through ASIAN PAINTS- HOME SOLUTIONS (AHPS) - FAQs, where it has been written that…… Before Start Paintings, what all should I TAKE care off???? “Look out for dampness, water seepage, surface irregularaties, holes, dents, CRACK, fungus growth etc.to understand the best suited painting solutions depend on your walls health/ Asian Paints Home Solutions does a comprehensive Evaluation to understand products suit your need best . “ As my all ceilings & walls are healthy , without any CRACKS or any other problems your Supervisor or very experienced Head Painter did not suggested any solutions for CRACKS or Nor bring it to my knowledge at the time of starting the painting job. Than how & under what reasons your Expert Technician rejected my claims which are under warranty. 04. If as per your Expert Opinion there were Cracks in ceilings & walls on most of parts before paints job than why it has not been come out within 10-15 days after drying of paints. And why it has suddenly broke out on all the parts after a period of four months. It is like medicine reaction on patient after taking the drugs. In that case it is more dangerous because after applying ASIAN PAINTS its damages the structures of walls and ceilings of Buildings by cracking .From February-13 to June -13 there was not any Earthquake in Ahmadabad than suddenly how both the Bedroom’s and Drawing Room’s Walls & Ceilings comes out with so many Hair Cracks & Flaking 05. At my level I have taken opinion of Civil Engineer with very rich experience of 30 years in construction line, as per his opinion the problem arise due to either Putty or Poor workmanship or problem in quality of paints used. 06. I have also collected causes of Common Problems of Household Paintings from the Web Site of 10-12 Renewed Paint companies from India and from other countries. I did not find any possible Cause as stated by your expert “ DUE TO CRACKS IN WALLS & CEILINGS “ for Cracking & Flaking after applying the paints .( The print copy taken from respected web site is attached for your ready reference please.) The Possible Causes as most Paint Companies stated are as under. Possible Causes for Cracking or Flaking “ * Use of low- quality paint. Resulting in inadequate adhesion and flexibility. * Paint was spread too thin during application. * Poor surface preparation, especially when the paint is applied to bare wood without priming. * Paint drying too fast due to environmental conditions. * Extreme cracking, sometimes called ALLIGATORING caused when a second or third coat of paint applied before the previous coat dries completely or when the undercoat is incompatible with the finish coat. * Over thinning or overspreading the paint. Not a single company has stated that Cracking or Flaking problems cause due to Cracks in Ceilings or Walls. Than how your Technical Expert Mr.Hiren misguiding the common public and your company also. Sir, till 30th October-2013 I did not get any written communication from your local office at Ahmadabad, from Customer Care, nor your Technical Expert shows any interest to give his final Expert Opinion against my complaint. Not only that at the time of Contract it was agreed that your Head Painter will remain present for supervision of the work till completion but I am sorry to say that he did not remain present throughout the operation nor your supervisor paid regular visit during the time of painting work. I have given this job to Asian Paints only because of its reputation and brand among the customers, and that is the only reason customers pay more money for better & satisfactory work than local painter. On my reference the work of painting has been carried out two of my friend’s home. I have also referred my another friends to go for Asian Paint HOME SOLUTION. But looking to the problem arise response under warranty from Customer Care I am afraid to suggest for the Asian Paint HOME SOLUTION to be carried out at my friend’s home. I request you to look in to the matter to sort out my complaint. Thanking You Yours faithfully B N Joshi Ahmadabad Mob: 9724314225