I emailed the following to Gain City Feedback ([email protected]) - “AIRCON INSTALLATION GONE WRONG”
Transaction no: SORCS-20951417-A
Salesperson ID: 6307 Team ID: I-9567
I called on 13 October 2018, Saturday, to inform that my aircon was leaking. On 16 October 2018, Gain City technician (6649) came down to inspect and realised the pipe was not connected the right way during installation. He used technical terms that I did not understand, I only know my newly painted wall is wet, paint is peeling, and water leaking. He took photos for his report and you may have a look at them. This is a new BTO unit and I am due to move in on 28 October 2018. My renovation has completed without any issues and due to the negligence of your team (9567), I have a wet blotchy wall. Please put yourselves in my shoes and understand that I'm saddened by this. I had to take time off work to resolve this but it cannot be done on the same day. Therefore I only can offer a Saturday for the next appointment. If it's only a small issue, I would let this matter slide, but your technician (6649) told me he has never seen such sloppy work before. He even asked me how this could happen?! I'm as puzzled as him. I would now like a compensation for my damaged wall, including repainting my room wall by your company. Please be aware that new BTO room walls are now made of partition and not a solid wall, the integrity of the wall is damaged by the water leakage. I am in disbelief looking at it! How can your staff not take pride in their work and let this happen?! If you need proof (please see attached photos), your manager should also come down with your technician on 20 October 2018 to have a look and assess it. On 31 July 2018, I purchased the aircon with other electrical items too. My main electrical appliances were all purchased at Gain City! I feel that a full compensation of $3XXX paid (including the $85 for 2-time installation) of the aircon purchase price is only fair. Please direct this to the relevant department and they may contact me @ 9XXXXXXX or my husband (Alex) @ 9XXXXXXX. I would like a prompt response to this matter. Thank you.
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SENT ANOTHER EMAIL REPLY TO FOLLOW PHONE CONVERSATION WITH GEORGE:
Dear George or whom this may concern,
I am leaving an email trail because I am unsure if the call you made to me is recorded. George said that it might be only a surface issue but he does not want to be sure because he is not trained in aircon installation. I would also like to emphasize again that NEW BTO units bedroom walls are now made of partition walls with foam padding in between. The pink blotches you see in the photos are from the foam. Your staff cannot guarantee that in future the moisture accumulated would not turn into a mold issue? I am not trying to be difficult but if your technicians and installation team had done their due diligence, this should not have happened! If your team doubt the wall integrity, I am more than willing to get HDB building management to come up to the house, inspect and give a cost estimate too.
George even said that to the request of a full compensation might be difficult, to be honest, I would prefer a different installation team to come to rectify the current issue. I DO NOT trust team 9567 because I DO NOT think they will do a thorough job. They have to make sure the other 3 units are installed properly and CORRECTLY to prevent further DAMAGE.
Once more, be in my shoes and see how you would react when your new home is in this state. George keep emphasizing that they will do good of the wall, he can't talk compensation to me, the installation team has to do that, then who is looking after the customers? George said that he is trying to help me, but he lacks sincerity, hence this lengthy email is sent again.
I have also updated on my renovation blog of this incident. Highlighting to future homeowners of the team that was involved in installing and make sure if they ever get assigned to them, to changed ASAP to protect their walls! I will be updating the progress and service recovery too.