Sub.: Non compliance of complaint against manufacturing defect of Solar Water Heater system purchased from M/s Electrotherm (India) Ltd., Survey No. 72,Village : Palodia, Taluka : Kalol, Dist. : Gandhinagar - 382 115 Gujarat, India.
Dear Sir,
With reference to above this is to inform you that we had purchased a Model Electra – 3000 LPD Solar Water heater system for our Hotel (Hotel SilverCloud, Opp. Gandhi Ashram, Ashram Road, Wadaj, Ahmedabad) from M/s Electrotherm, Ahmedabad. Quotation from Dealer of Electrotherm Ms Yobykes dated 16/11/2009 vide no.: MYE/Quote/09-10/003 and order copy dated 26/12/2009 from Hotel silvercloud in attached herewith.
The above referred 3000 ltrs capacity solar water system was installed by Electrotherm in the Month of August 2010. While testing it was found that 3000 ltr tank was leaking within a week time of the installation. Hence it was replaced by M/s Electrotherm in the month of September 2010. We started the Hotel from 08/10/2010. After starting again it was found that replaced tank is leaking and hence it was brought to notice of M/s Electrotherm. At that time from October 2010 to January 2011 M/s Electrotherm welded the tank no. of times and their technical team and Service person Mr. Mahendra Mittal visited the site very frequently. Then they again decided to replace the tank and replaced the same approx in the month of January 2011.
Then again in the month of April 2011 it was noticed that even replaced tank is leaking and hence again the technical team and RM of West region Mr. Sameer Nakara and VP Mr. Rangaswami of M/s Elecrotherm visited the site several times and they decided to split 3000 ltr tank in to Two 1500 ltr capacity tanks and accordingly they did in the month of June 2011.
Subsequently again in the month of September 2011 one of the 1500 ltr tank started leaking. Again M/s Electrotherm was informed. Again the technical persons, R&D person Mr. Ravi Karoria, GM Mr,Jaydev Desai visited and now M/s Electrotherm is stating that because of the water quality this problem is there and warranty period is over and hence they shall replace the tank on chargeable basis.
At the time of negotiation and in the quotation of Electrotherm at the time of ordering there is absolutely no such condition of water quality. In fact it is explicitly mentioned that Application is bathing.
At our hotel we have water from Ahmedabad Municipal Corporation. We get water from AMC which is much more than our requirement. We have 9000 ltr capacity water softening plant of "Ion Exchange co."Water from u/g tank first goes to a primary filter and then it goes to Softening plant and then after it goes to Solar water heater. In fact this filter and water softener is also not asked by M/s Electrotherm, but we installed by our own for better quality of water.
At the time of purchase process and in terms and conditions nothing has been mentioned about the water quality by M/s Eletrotherm. All other solar heater manufacturer also do not insist for such criteria. If at the time of order they would have mentioned such condition that definitely we would have preferred other supplier. This solar heating system is for bathing purpose not for drinking water !!
In fact in spite of severe manufacturing defects in water tank we have always took positive attitude and extended our cooperation and even bear certain cost at our end at the time of replacements of the water tank. Instead of finding out the technical reason for leakage of the tank they are diverting the issue towards trivial points to escape from their responsibility.
Different versions like earthing problem, Electrolysis effect, High TDS etc were told by officials of Electrotherm. During this period even there were frequent problem of burning of electrical heaters. Initially they installed four heaters of three KW each. Then after repeated problem of burning of the heaters they declared that it is due to timing difference of cut off of thermostat and then they replaced four heaters by two heaters of 4 kw each. In short every time they made experiments to cure the problem. Without giving the proper solutions they just made the continues R&D at my premises every time.
In fact from the day one of installation this problem arose and they did several trial and error and then replaced the tank thrice within nine months of the installation. At present Due to their absolutely non-professional, unethical behavior and inability to find out the technical solutions since last more than 45 days we are facing the severe problems due to leakage of the tank. Now winter is coming and company is unable to deliver the technical solutions and stating that they shall charge for the replacement. In fact under MNRE (Ministry of new and renewable energy) all solar tanks are having the warranty up to five years and that too it shall not have any manufacturing or design problem at supplier end. Apart from that even in our order we have explicitly mentioned 15 months warranty from the successful installation. Here since from the inception this problem is there due to wrong selection of the tank material by supplier and hence it is the design and manufacturing problem and it need to be rectified at our satisfaction by the supplier without any cost. At present M/s Electrotherm is denying to rectify the same.
We request you to intervene in the matter so that supplier shall not escape from their basic obligations. We request you to extend your help to build the pressure on M/s Electrotherm to resolve the problem from root level
Thanking you..
Sincerely yours,



Chhabda G J
Proprietor,
Hotel SilverCloud,
Op. Gandhi Ashram,
Ashram Road, Wadaj.
Ahmedabad- 380027
www.silvercloud.in