Gain City Best-Electric
Reviews and Complaints

Sales woman told me delivery and installation on the same day, turn up no installation on actual day. No follow up no phone call.

The technician came down at about 10.30am yesterday. After checking the unit, he brushed off and said that he is not able to service it as he has not seen or done this model before. I realized that it was the same person who came on July 9, 2023 (PKS-[protected], Team ID: M-9625) and did a sketchy job after making the same comment.

The earlier rounds of servicing was competently done without any issue. This confirmed that they were aware of my product model and assigned the right person for the task.

Anyway, even though the customer service agreed to sent another senior technician next Tuesday 12 Dec (12-2pm), but who is going to compensate for my lost time, leave and business opportunity for all these mistakes made.

Gain City’s aircon technician who came over this morning to service my aircon was impolite, irresponsible and assuming.

When I told him that I had not serviced my aircon for the past 1 year, he said in mandarin - 你还敢说。

He kept asking me what I wanted him to do.

I would expectl him to get started with his work professionally. In the end, we had a small argument about this issue and he said that he would leave immediately without completing the job.

I had wasted my time waiting for his arrival for an an hour yet without getting the job done. 😞🙏

I do not recommend Gain City’s aircon service at all. 🙏🙏

Gain city sent their men to replace my air con compressor brackets at no charge cos they said I purchase from them 4 years ago and it needs to be replaced.

2days after the replacement,my air con became faulty & wasn't cold anymore! I called gain city few times but was told that person in charge will call me back etc..cos a new tenant is moving in soon hence I need to get my air con in good condition before tenant moves in the room. gain city takes time to even return calls ,not to mention on addressing to problems! Hence I hired a contractor to fix the problem.

Due to gain city men negligence, my air con became faulty & I have to pay $130 to get it fixed by another contractor so I requested gain city to be fair to me and requested them to at least compensate me half of the amount I paid but they refused to! They said I should wait for their men to come to fix! As I have mentioned gain city takes much time to address to customer's feedback, as it's an urgent matter to me,I have no choice but to hire a outside contractor to get problem fixed.

Please help me to get at least half of $130 back for me.

Payment made for a system 4 aircon. Installation date 19th April 2023.

Have filed a feedback to your CS, still awaiting for resolution. Old aircon piping sticking out of the exterior wall, lump of plaster slapped over it. (Photos sent to your CS Clarice Bernardino) plaster was not cleaned off on all my 3 room doors, kitchen toilet used by workers, bottle trap choked, (had to DIY by changing a new bottle trap) Kitchen sick was used by one worker to wash his cloth covered with plaster and that also caused a choke in the sink. Old controller holder in the master bedroom was not removed, worker said to convivence myself to have 2 locations for the remote controller. Stainless steel bracket in the old location, told me could not remove, as renovation done blocked access till I mentioned to him, he could use a hydraulic nut cracker or GRINDER, of which he said he WOULD TRY, initially he had intended to just leave it with his lame excuse "Cannot take out boss!" finally it was removed and thick layers of white plaster smeared over on the exterior wall. I'm waiting for CS to get back and it seems to be dragging on and on, last call told me it supervsior will be available but it's on a weekday and I'm not going to take leave from work just for Gain City's screw up of the job, it's a waste of my time and leave. Also reported "clicking' noise in the master bedroom aircon as if water was dripping, but don't see any water on the walls.

In short, can we get this done PROPER? Get a proper team to come and rectify the problems mentioned instead of getting the original installation team back to make further screw ups?

Incident 1

Several months after the installation, my family feedbacked that the kitchen area did not feel cool despite the air-conditioner in the living room turned on. As a result, we called the customer service hotline who gladly arranged a technician to arrive on-site to investigate.

The technician, who sounded like a Chinese national arrived promptly and did a inspection of my premises and air-conditioner and was able to advise us that in view of the positioning of the air-conditioner in the living room, it is unlikely for the kitchen to be as cool as the living room.

We accepted his explanation as it did not occur to me nor my family members at the start. However, the technician then insisted we pay him $20 for the fact that no faults were discovered. We explained that us being ordinary consumers were oblivious whether there was a genuine fault and hence dialed the hotline for assistance and the customer service then did not share this point with us that if there were no faults, we will have to pay the $20. The technician got really upset and refused to budge, nearly causing a scene then. It was only after calls were made to the customer service hotline and the operator spoke to the technician before he decided to close the matter and leave.

Incident 2

At the point of this email writing, I believed I have had completed 3 servicing cycles to my air-conditioner units.

During the course of these servicing cycles, the servicing crew shared that the installation of my unit in the master bedroom is not most ideal for servicing as there is limited space to the right of the unit for them. Hence, I noticed them using a screw driver to poke at a rubber tube on the right side of the unit. Subsequent servicings, the new crew would share and point out that the rubber tube had been deformed as a result.

In addition, each time a servicing crew arrived to my premises, they shared that if the air-conditioner units in my living room and second room are hardly used, then there is no need to take out the blower to wash. Hence, each of my servicing cycle was specifically done to take out the blower from my master bedoom's air-conditioner to clean.

Only much later, to my surprise during Incident 3, when I understood from a servicing supervisor, that each servicing cycle from the servicing packages that I purchased requires the servicing crew to wash all the blowers from all of the air-conditioners in my unit. Clearly, I was hoodwinked and short changed due to the fact that I was clearly not an air-conditioner professional and I simply listened to the advice of the supposedly professional servicing crew.

The frustration added when I contacted the customer service hotline and spoke to the manager Ken. I believe he could sense my frustration and anger. I was not satisfied that I had paid for but was short changed but other than apologising and re-assuring that this would not repeat, Ken initially mentioned that they could not do anything. I insisted that something had to be done to compensate the short change and I was appalled when he said that he "needed to look out for the company's interests". The highlighted text stayed in my mind vividly as I would never imagine this to be said to customer, let alone a disgrunted customer who had just shared a mis-practice by the servicing crew and was short changed as a result.

Eventually, after some back and forth, Ken was able to offer me a refund of one full servicing cycle and I had accepted it.

Incident 3

More than 2 years (around end 2022) of using the air-conditioners, my family and I noticed that specific to the unit in the master bedroom, there were water condensation forming on the right half of the unit. we dialed the customer service hotline and a team was dispatched onsite to investigate. From dismantling the unit to a thorough cleaning of the unit, they were unable to pinpoint the exact cause and informed me to monitor if the problem persists.

Clearly, the problem persists and I made repeated calls for help (refer to my screenshots for the call log history) and requested to speak with Ken who had handled my case but over the course of months, I was either told that he would call me back or the operators would call me back but no calls came back to me.

Moving over to 2023

In one of the onsite visits, I shared that from Incident 2, previous servicing crews used a screw driver to poke at a rubber part and it was observed to be deformed. Eventually, the root cause (if I am not wrong), was analysed to be due to the right side of the rubber tubing which should have been installed on the left instead.

During one of the onsite visits which include both the servicing team and installation team and the respective supervisors, both teams were arguing that it is not their teams' faults whether is it the installation was not proper or the servicing was not proper. It is really appalling for the teams to be airing their "laundry" at the customer place. Eventually, it was decided that a discounted chemical wash be offered to me for the master bedroom unit and that a re-installation of the same unit will be done concurrently.

Fast forward to Late March/April, no calls were received to arrange for the above and I had to call and chase for these. Eventually, a session was arranged for the chemical wash to be done. Ken also promised a team will come back on the following week onsite to verify if everything is in order. A week after the chemical wash, I had noticed no visible issues with the unit and as promised, a team was scheduled to visit and verify. However, in the morning of the day, the very same technician, who sounded like a Chinese national [Refer to Incident 1], called me and asked me why he is supposed to come down. I had explained that this was arranged by the customer service to verify if everything was in order and I had shared that I did not notice any visible issues. Hearing that, the technician begun making a ruckus over the phone, yelling away and wondering why he is required to come down when there are no issues. In the end, I had to calm him down over the phone and stressed that this was arranged by the customer service. When he, Ah Kau (installation technician) arrived, they begun removing the unit and observed that the right side rubber tubing was not re-installed on the left as planned. instead only the chemical wash took place.

Another session had to be arranged for the installation team to do the above works. On 29 May 2023, the installation team (3 x Bangladeshi) arrived and begun their works and shared that in the casing, there was this section which should have been covered/sealed by cement during installation. Clearly, it is referring to the original installation which was not done proper. The team then kindly offered to seal up the area as advised. (Refer to screenshot).

today, 30 May 2023, I observed medium leaking of water droplets on a new section of the casing from the unit in the master bedroom. I immediately called the hotline for assistance and Carol who attended to my call had no clue about my case (either refuse to read through the notes or no notes were added to my cas) and I then requested to speak with Ken instead of repeating the above dragged out issues. She shared that Ken would only be in office during the afternoon and that she would let him call me back. After a while, I decided to call again as I did not have the luxury of time to wait while the leaking continued. This time round, Carol shared that Ken is in office but he is off to a meeting. I demanded that ken speak with me immediately so that something concrete could be put in place and she insisted that I wait until Ken is available. I ridiculed the fact that I am frustrated by the prolong issues which she clearly does not know or bother to find out and yet I have to wait for the customer service manager to be available to give me a call. I was at the mercy of the manager's availability. Thankfully, Ken called me shortly to assure me that a team will be assigned to look into my case today.

Conclusion

Customer Service is not just about planting numbers and attending to calls.

It is really inexcusable for not returning to customer call for months

Better synergy and communication across the various teams (customer service, installation, servicing).

Continued training and education to onsite crew is important. Check and balances need to be in place to ensure that customers get what they pay for.

I hope to hear what the PR team have to say about this.

This letter is written toGain City Ipper Management Feedback

Re: Blk 115 B. Jalan Ayer #26-15 Singapore 383115. Installation of aircon on 8/8/2022.

Dear Sir

I am very very disappointed and upset with your technician Alvin and mr Tan manager for dealing with us till today, the Fujitsu aircon fixed didn’t serve any purpose in all our 3 bedrooms and all of us have to turn to the foot of the bed to sleep all the time in order to get the coldness of the aircon installed by your man right from the beginning.

Even Fujitsu technician replied an email stating it is not the aircon design fault.

I am truly a gain city supporters for all our aircon needs from my kim keat house, woodlands house and now our new Kallang Residences 4 room flat but the services of your technician initially fix the air con on external corridor was also an ugly design of their fixation and now they pushed the blame to my hubby who know nuts about aircon installation and the reason why your technician failed to advice properly, they just said they never install Fujitsu before and when we asked them, they said like this they fixed is common and push the blame to my hubby for agreeing but actually we always rely and trust your gain city technician is advice for the fixture of aircon bought from gain city at AmK branch.

Now I realised your technicians fault is they knew our bedroom wardrobe will be in this position yet they advice that the standard place to place our aircon above the bathroom but is blocked by our wardrobe which they know it is their fault now but alvin supervisor report that customer agrees on it which I am very disappointed as all these while we rely on our gain city technician for their expertise advice .

Kindly appeal to upper management to help us as we are afraid if we write in again as in now, your man will only join from the part of the trunking and we are afraid it will leak so my hubby says we tried our best yo sleep on the foot of bed.

Kindly reassess and help us to be your loyal supporters of gain city by helping us to retrunk properly without cost. As mr Tan wants me yo pay $200 in Oct/ Nov 2022.

I assessed your gain city technicians’ fault and we have to suffer the inconvenience to lie on our foot of the bed each time we need yr aircon which makes me very very angry. I would like to appeal to your upper mgt to train your guys well and do not take this lightly when they do your everyday job.

I will bad mouth gain city for all the disappointment of being a loyal customer of all these are not resolved and I will bring up to CASE.

Also I feedbacked now because we are trying to tolerant for your gain city technicians’ fault and now we can’t do it any more so I would like to complain to the gain city upper mgt to take action against mr Tan, Alvin the supervisor and the technicians who attended the installation of our Kallang Residences

Sincerely yours

Christina

I regret not finding this thread before purchasing a one-year contract for aircon servicing. While not all of their maintenance guys are bad, I'm not too sure why , after their first servicing , one of my FCUs has a very bad smell - like a wet rag that didn't dry well.

The earliest follow-up is a week away! I waited, the guy came and said that it's my entire household that has a smell. (Coming from a sniffling person - so irresponsible btw)

He furthermore told me that he'll not be able to do anything and thus won't be taking any money as by right, he's supposed to get $50 for the visit. AFTER WHAT THEY DID TO MY AC?

I'd recommend you guys look elsewhere for AC servicing. The waits for their appointments and service recovery is sorely lacking.

The guys are late for the delivery and which was arranges between 10am-1pm and they arrived at 2.45pm without any apologies.

The LG promoter aso did not give them the correct information on the addition wall mount bracket for mounting our additional TV (we have already gave him the pictures and model of the TV).

While we are deciding on the correct position to our TV, the delivery guys got impatient with us and hurry us to decide quickly and also commented that too many cook spoiled the soup.

We are truly disappointed with the delivery services provided by Gain City.

Do not buy any product from Gain City. I felt cheated as the sales person didn’t told me the item is not exchangeable upon selling. There isn’t any T&C stated in invoice. Upon delivery I realised the model of the item is wrong and I requested for an exchange. They rejected my request and force me to take back the item as they claimed the manufacturer didn’t accept any exchange.

I bought Haier system air conditioner system 3 from Gain City IMM initially on 17 July 2022. Any one of indoor units is on, the other 2 indoor units have serious noise issue even they are off. Due to Haier was unable to resolve issue detected, Gain City replaced Haier air conditioner with Mitsubishi after I top-upped $580 on 16 December 2023. However, the same noise issue was detected on the installation day before Gain City installer left my house.

Until now, Mitsubishi are unable to resolve this issue. 9 months passed, Gain City do not take any responsibilities and insists there is nothing wrong on Gain City side. The air conditioner is faultier since day one I received. Hence, I requested Gain City to take back all devices and full refund me. However, Gain City rejects and only willing to refund me partially at $1950. I paid this air conditioner at $3934 totally.

When I told William Seng from CSO department that I will fill refund application to Small Claims Tribunals, he asked me to proceed. It seems that this is normal to him, and it means nothing. Terrible services and bad attitude.

I originally purchased one Mitsubishi starmex air con system 3 from Gain City. This is to replace the existing system 4+1 air con while retaining the existing system 1 air con. I requested for pre-installation check, before installation actual day but was refused by the sales agent. Every detail was written clearly and the purchase system 3 air con was to replace the existing system 4 and retaining the existing system 1 air con.

On the day of air con installation, to my horror, this PRC tech guy shouted at myself and refused to retain the existing system 1 air con and insisted for additional 200 plus cost of running another piping for the system 3 air con. He even insisted I sign an agreement with himself, he will not be responsible for any mishap, if he would to retain the existing system 1 air con. Upon signing the agreement, he then made advances on the additional cost of retaining the existing system 1 air con. I simply refused and had no choice but to request for replacement of sole system 1 Panasonic air con. Only then, the matter was resolved as I refused to pay for the additional piping costs of 200 plus. The supervisor was not even present to solve the matter until later when he visited my premises. No refund was offered and I was stuck with the PRC installer advances as he refused to retain the existing system 1 air con. This is the worst company I ever visited to purchase the air con and the staff attitude really sulks and they only interested in selling, not servicing. Plus, take note for for any additional piping of 50 feet, they will charge additional cost of $3.50 per foot run. I even overheard the conversation of the installer with his supervisor, how he wanted to over-charge myself, incur additional charges into the piping extending to total 83 feet. I ended paying extra $150 with extended piping of 33 feet. First 50 feet run was free, while the remaining extra 33 feet is chargeable. The fact of this PRC installer wanted to add surplus charges is astonishing. Luckily, I contacted the sales agent and he contacted his supervisor and placated the matter. This is really a nightmare purchasing air con from such a company.

Bought a window unit aircon from FAIN CITY in August 2021. 11 mths later aircon leaking. Service man arrived. Say don't know how to service the aircon. I called customer service and they set up another appt today (6/12/2022). Two service men arrived and gave the same excuse. We are very frustrated with these incidents. Pls be responsible for after sales service. If nothing is done to rectify this, I will lodge a complain with CASE.

Spoken to CSM William on Friday 9 Sep for the following:

1. Online CSO in Gaincity landing web has no follow up and for lips services only.

2. After received my LG monitor for over a week and no information to collect my free gifts.

3. The LG monitor has a snap to snap straight line after a few hours of usage.

4. Had ordered a system 4 aircon on 3 Sep on-site. In the sales web page, it status for a free gift. On site, the salesman told me vendor mess up the gifts and now no free gift. Is is that case, why the sales web page not remove with the information?

The Customer Sales Manager William suppose to get back to me on 10 Sep. Till this hours 12mn 11 Sep, not a single email.

Does responsible and integrity, plays a part as a Customer Service Manager?

Tkx.

case of my TV.

My TV screen something like a protector peal off fm the screen. N the screen is blurry at some side

As I bought extra warranty fm gain city 5yrs ago which this end of month expired, I was told the warranty I bought extra covered everything including the screen unless it human fault.

N funny thing when the inspector came down I hav to pay 55 bucks for the inspection fee.

After inspection I hav to call gain city on the updates of the case.

They told me after a few rounds of me pushing for my case, that my screen not covered under the warranty.

I question them abt the integrity when they ask me to buy the extra warranty. Which are not covered?

Then why should I buy in the first place, n I bought almost for all my appliances there.

Feel cheated on this.

Actually I jus feel scam on the buying extra warranty on my items.

When I buying for my new house that time the gain city personal keep chatting with me as I m getting few items for my house.

Anything I ask they will go the extra mile.

But now after paying for everything, they jus turn their face ard.

Hi, I would like to lodge a complain / feedback for my aircon installation for my new house which is under renovation currently. Its installed on 30 Aug 2022. Yesterday I just went to my house to check on the renovations and realise one of the aircon unit is installed wrongly and in a weird position which left the pipes behind exposed. This is not right and I demand the aircon technician to come and fix the aircon position. I paid quite a hefty amount for the heavy industry mitsubishi aircon and the service from the aircon team is not acceptable. I have the photo attached. I dont want any hiccups for my new house.

A follow-up on my recent call to Gaincity who got a technician to attend to my dilemma on faulty fridge on 28Jan2022.

Hopefully there was an immediate follow-up with LG to assist in this matter.

I have contacted LG 3Feb since they were off due to the CNY break.

The inconvenience caused due to this is frustrating and disappointing.

Last year Jan the technician was supposed to have changed the compressor but apparently they only did a repair which and I hope to have this attended and fixed URGENTLY.

Another round of frustration in trying to get some service here...all my previous one year ago feedback nothing has changed.

It's another round of calling Gain City, Alliance and LG all leading me to "hit the wall".

My feedback last year Jan being repeated this year "I had already been going in circles to get some decent service support, ending up having to throw away food items because of a faulty refrigerator. Due to the process, as a customer I had to bear the brunt and co-ordinate the service myself with various parties, it has been a frustrating, stressful and agonising experience. On top of not being able to claim for decayed food, No loan fridge was suggested for an essential home appliance. No service recovery at all as of today. Imagine living without a fridge for 2days and my family is bearing with this inconvenience over 7days now, that too over a weekend and CNY holidays.

I hope this time I don't have to make any upfront payment for repair costs in cash to LG and submit for reimbursement to Gaincity.

I needed to purchase air con I proceed to one of gaincity outlet near to city plaza. The sales man did not offer any assistance in explaining the different air con functions and we were required to have a brand in mind. After we had purchase the air con, my family were in doubt of gain city service of witnessing the salesman. As we have done the purchase we hoped for the best.

We required the installer to come down to finalise the running of the trunking and position of the air con. As such it did not collide with our in coming furnitures. My contractor went thru with the schedule gain city air con installer, subsequently he gave video and photo of the installation method and we all aware. On the day on the installation another guy appeared logically the layout should be the same as approved and discussed however the new installer kept calling and messaging me on his new plan o was at a meeting and had difficulty in manoeuvre both however I required tye air con up soon I asked to proceed when we inspected I was able to accept the new changes however the aircon placed in my son room was directly blowing at him if it was installed at least 10cm away it would improve the situation I sought gain city help in moving it to the cornet 10cm away from the original fcu. I had to apply leave on the day itself to wait for the technician to My surprise the installer called me and asked me to cough out $249/- to shift it I was surprised as no one mentioned the amount from their customer service when I called them. Subsequently after explaining my whole story again the staff got the manager to call me.. The greatest shock was the manager was aggressive or not let me talk he was shouting at me and keep stating it was my fault and hang up the phone and ask to pay. I was totally shocked and so angry as a paying I was so badly abused.

I wanted him to drop me an email on this issue with his bosses cc. When I replied his email and content but his bad customer service and wanted a response his superiors in the email simply ignored it with no reply.

I shopped with courts and their service was excellent my biggest regret was purchasing from gain city I am sure if anything goes wrong with the air con even with warranty with such thugs employed in the service department the customer has to go thru such stress again.

My advise to all consumers please save the stress and anger and do your purchases at other departments they are more professional managed and rubbed.

Hi Gaincity,

I am extremely disappointed by your maintenance and customer care service. I purchased a LG 4 system air con unit around 2018 from GainCity with an extended warranty and servicing.

Till date, I've already encountered 2 major repairs, once was parts of the motor failure and another was mbr fcu breakage that needs to change a new bracket. However after having the new bracket been installed, the a/c doesn't seems able to fit back to the initial space, and it leave a gaps between to the wall and the a/c unit. When asked the technician, his reply was because the parts provided by their head office are not compatible with my a/c and it's all supplier fault and has nothing to do with him. But because it doesn't affect the overall functioning except it's not aesthetically please looking, so I didn't pursue further.

Same technician, I have been making numerous feedback to the call centre not to deploy this same person as he is, dishonest, unreliable also give bad advise and is a wasting time and not solving problem.
He would tell you other servicing method is better but actually he's trying to make his job easier. Eg. I request for Chemical waste, he would recommend steam wash and I believed in technical terms is to save effort to turn off the gas and without dismantling the a/c. But I when insisted on chemical waste he would blame the call centre for not informing him that there's a need to bring along high ladder (because I'm leaving in the HDB maisonette and the a/c compressor is usually installed indoor). however, that's just not the case as I have been doing chemical waste for the past few years and I would also always emphasise to the call Center that they must bring along high ladder.

My last appt, again the same technician (technician number 2949, I remember because I once requested him to sign on one of my post service report, pls see attached) was being deployed, after I complain that my a/c is not functioning well. The same Circle repeated, never bring ladder, pushing the blame, wasting my time, nothing was done and bad advise. Following to that service, I received a service acknowledgment through email
Remarks:
check 2 fcu choke need to do steamer, cu also need service.

To share, if my fcu is choked, I believed I'm likely going to hear some noises but surprisingly for this past few days, My a/c seems to work perfectly well. Coldness is maintained even when it's set to fan speed at 1 and 21 degree. So it seems to be an on and off issue that has got something to do with the
system mechanism.

Honestly, a good company should serve their customer with integrity, customer's best interest and not earn by promoting service packages in order to avoid honouring the warranty clause especially being a leading Electronic company in Singapore for the past decades. It's really unacceptable …