
Airtech Pty Ltd
The Manager
971 South Road
Melrose Park SA 5039

28 January 1998

Dear Sir,

As you should be aware, your company installed a Pioneer PS 14 E air conditioning unit at our house last April. One of the reasons for this choice was your claim of excellent service:

You can rest assured that we will provide you with the highest level of service. Our after sales service is something our company prides itself on and our staff is the best available. Each member of our team is qualified to assist with virtually any inquiry that you may have.

In view of the level of service we have experienced, I can only classify this statement as a gross misrepresentation.

On the 3rd January this year, the compressor on the unit failed, apparently as a result of incorrect installation and inadequate service. Since then, all attempts to get the unit repaired have failed. As of today, nearly four weeks after the failure, nobody can tell me if or when the unit will be repaired. I consider this situation unacceptable.

To make matters worse, your sales consultant, Barry Machin, now claims that you cannot do anything, since you have no engineers authorized to perform the repair, and that I should contact the manufacturer directly.

Apart from this issue, there are a number of unresolved points which have remained unresolved since August of last year. I spoke with Barry about these points at the end of November. He agreed to examine them, so I sent a letter summarizing the issues on the 1st December. For your convenience, I am enclosing a copy of the letter. Since then I have heard nothing from you. Today Barry claimed that the issues had been resolved, and was not prepared to examine them further.

As a result of these actions, I have no alternative but to seek legal advice. Today I spoke to the Office of Consumer and Business Affairs, who confirmed:

I have a contract with you, not with the manufacturer. You are legally obliged to ensure a timely solution to this problem.
In view of the level of service you have supplied, and the fact that you are apparently not in a position to supply service for the unit you have sold, the quoted statement from your letter of the 23 March 1998 constitutes gross misrepresentation.

Please resolve these points, as well as those raised in my letter of 1 December 1998, to my satisfaction within seven working days, that is by the 8th February. If you do not do so, I shall refer the matter to the Office of Consumer and Business Affairs as a first step in resolving the issue.

Sincerely,

Greg Lehey