Gain City Best-Electric
Reviews and Complaints

Dear person in charge,
I am deeply disappointed & disheartened by your after sales services & my unpleasant purchase experience as listed below:

We bought a Brandt Washing Machine, Brandt Cooker Hood and Brandt Gas Cooker Hob.

Upon delivery to our place on 04 May, my contractor checked and mentioned that the Cooker Hood is incompatible for HDB use as the one sold to me is a chimney hood (sales person - Royce Ang 9348 did not mention to us at point of purchase)

We called and informed Royce that we would like to change our purchase to a cheaper model 90cm semi integrated hood AI1790x @ $559 & we dont mind the loss in price difference as the Chimney version is pricier version model 90cm wall mount hood AD996xc at $699.

Royce claimed that it is not possible to do so as we have unsealed the box.

Its is ridiculous not to unseal box as we need to check if we received the correct item on 04 May (box is not transparent, we don't know what is inside). (attached picture)

I called your customer service hotline to check if depreciation for hood at 40% as mentioned by and if i need to personally send item to down to Sungai Kadut ( we are staying Tampines) and we told that we are only able to bring down weekday from 12:30pm- 5:30pm.
Exchange process is inconvenient & I will qneed to apply leave to bring down the items and engage a mover to assist.

And the box is big and heavy (attached picture).

We choose Gain City as we thought we could enjoy more savings & purchase more items. However we end up spending more money as the Salesperson is not prudent in his recommendation which resulted in the inappropriate purchase, hence the hassle.

GainCity, it has been a bad experience and I will not want to recommend anyone to purchase anything from you.

Customer No: C1011089

We had a total replacement of the aircon and pipes 6 months ago. bought Toshiba aircon with full change of pipes. After 1.5 months, the aircon started leaking and they sent a service man to check. He says that our filter is dirty that caused leakage. We had our old aircon for more than 6 years without an incident of "dirty filter that cause leakage". Worse is the service man said the aircon was fixed and left, and 10 mins later while trying the aircon, it leaked again. Very unprofessional and untrained.

6 months in, another aircon starts to leak and the service man is now here with the same reason "dirty filter due to environment". Definitely the product or the workmanship is of low quality and I am not sure if they are all trained to use this excuse as a reason so that customer can constantly pay for servicing packages.

We demand that the customer service looks into this asap and change a new aircon/ fix the whole piping/ re-install the aircon as the aircon is only 6 months old. Waiting for CS to get back to me.

I bought a Mitsubishi System 3 Aircoon on 13-Jul. Aircon installed on 22-Jul. Only 6 months old aircon water started leaking at my master bedroom aircon. I called the customer service, they want to charge me $50 in order to come my house for checking. What a hell of Customer Service is this? You did not install my aircon nicely then want to charge me for checking fee and repair charges! Your staffs said they are well trained? Is this a well-trained installation service?

Sales Order Number: SORCS-[protected]
Invoice Number: PKR-[protected]
Sales Person: Edmund Leong
Contact Number: Jane Wong [protected]
Email: [protected]@gmail.com

On 19/10/2019 i brought a Samsung condense Dryer and was schedule to delivered on 22/10/2019.

On 22/10/2019, after i received the dryer and i tried on that day itself, there was water leaking issue, so i called your customer service and was to schedule your delivery guy to come and take a look on 24/10/2019. At the same night i call Samsung customer service to schedule appointment for their technician to come down on 24/10/2019 also. But before that Samsung said that it is Gain City handle for my case as item was purchase less then 7 days.

On 24/10/2019, Your guy came and see the issue and confirm that it is Samsung who need to solve the problem. But Samsung was unable to fixed an appointment due to my schedule. So we had enough of pushing here and there. No one is going to solve this problem.

Today 25/10/2019, your sales person told me that there is nothing they can do. And would check and call me back. But till now no one had call back.

Bought a Samsung System 3 air-con from Gain City.
Used for 2 days, found water leak from the front of the unit. Call service center to check, found that Wrong SIZE pipe used. The joint is the air-con unit flexible pipe to the original draining pipe.
The INSTALLATION technician just use the plastic tape to seal the joint!
Unacceptable that no technical mind or untrained work!
The service technician used the correct pipe to change.
Yet to know the result after this.

The INSTALLATION technician name is Ah Tin, a Malaysian, make sure Gain City give him a good air-con training before send him out to do any work.

Im not Confident that GAINCITY will do anything since there are Already so many Complaints.

Aircon PCB taken away by Techie for Repair. No one come back to confirm Install date. I called spoke to Client Service. She didnt return call despite her commit. Call another person Rani, didnt return call too. Complained to Manager, ALSO never return Call!

So my Aircon PCB was removed, no info on what or when they will return.

I will not buy from GAINCITY Anymore, I recommend You find Alternative too.

Al 22/03/19

1.Purchase New TV model OLED55C8PTA on 22/7/18 at Gain City Tampines One. TV arrived on 25/7/18 at 6pm.TV come without screen protector on front & back which supposed to have for new TV. The serial no was pasted on the packaging box in white sticker label, which suppose to be printed on packaging box itself. After installed watch 2hr.
Q: Why new LG TV sent to customer without screen protector &why the serial no is using white sticker past on packaging box? Is this a display set or used set?Is dealer dishonest? How is the accountability & traceability for serial no control?
2.26/7/18, TV malfunction, morning watch

Just finished a call with the service staff.

My aircon is just installed last month ( April 2018 ) and there is a complaint on some setting issue on the aircon by my tenant and a remote control that is not sensitive.

Called the sales rep from northpoint city. First thing he told me, remote control unit no warranty ! Really ? Dun want to argue this but was very shock and disappointed to hear this. I am not sure what my first year warranty cover then.

The sales rep agreed to get someone to help look at the setting. The helpdesk staff called me to arrange a date but I have to call him back cos need to check tenant availability.

Called back and spoke to another helpdesk staff and she told me this is not gain city issue. She will refer me back to agent. I told her I was asked to book a date with them but she insisted it is agent problem.

I told her fine but I do not want the agent to refer it back to Gain City again if she is so sure. Then she told me it is vice versa, Gain city can go or the agent can go and check the issue first. I immediately told her than the installer ( gain city ) should go first. It is a totally waste of time and I just feel that Gain City is not taking up responsibility.

Then she said she will call me back as she need to check her engineer schedule. When I question her if Gain City has a booking system to check available time slot, she said yes. Then I asked again if she can check the schedule using the system. She said yes again and finally give me a date. I dun know what she is doing there. I have to guide her to do her job efficiently ?

All in all, the after sales services suck from the day I commit to buy from them.

No more Gain City in my future purchase.

I bought a rice cooker and telephone set from this shop.

Salesman told me don't need to try as I just need to return the product if there is any issue later.

Just realized I'm might lost the receipt when I step out from the shop and queue at the rewards points counter.

Immediately, I walk back to the shop but the account staff told me that they will not allow me to do any exchange even I find the defective of the product later with the duplicate copy of the receipt.

She mocked me by saying that the brand of the product might honour their warranty if I'm luck enough but not Gain City. They will not recognize this is Gain City product as long as I lost the original receipt.

I'm glad that this is only small value items that let me see the truth before I buy expensive items such as TV & fridge. It is my initial plan to get these items from them after considering their reasonable price & good sales service.

If you want to buy anything from them, just remember must keep the original receipt properly.

I found my original receipt later but...

I arranged a full day installation for new aircon system as pipes had to be changed, had to take leave specially for this. After a 10am-5pm installation I still had not received any call and went down to premises to check on progress. I found workers stumped because aircon was not working, just blowing uncooled air, but they assured me that the problem would be fixed with a different wire that was on its way. I inspected the equipment tags and noticed the serial numbers on the tags did not match the serial numbers on the invoice. When I texted a picture of this to the off-site sales engineer, he gave the workers a call, and put me on the phone to say that the aircon was not working because the blower units were -as suspected- the wrong model, and incompatible with the correct compressor. How did Gain City attempt to 1) recompense me for my wasted day, 2) acknowledge the fact that their customer had solved their problem for them, and if I had not, they might have taken a far longer time to resolve the situation? Of course, by demanding full payment! After I reflected the unfairness of the situation to the sales engineer, customer service called and offered me one free servicing. I have understandably zero confidence in the services of Gain City and would much prefer a monetary deduction from the amount I have been charged. Shame on you Gain City, for charging your customer to do their own troubleshooting!

Call up Gain City to arrange for site survey as i need to purchase aircon for office. The staff promise to call back shortly but never. I called up again the next day and again the customer service transfer me to another guy, David Tay who took down my contact details and promise to get the person-in-charge to call me back asap. I waited and waited but nobody call me. So i rang up again, and David Tay said will get the person-in-charge to call me back asap but an hour later still no reply. I rang up again and this time another staff said david was not around and ask me for contact details again and will get him to call me back immediately. But still nobody call me and their office are closed again. Really disappointed with their attitude and service

Hi There, I just bought a System 2, Mitsubishi Inverter Aircon from your outlet at Alexandra Mall, with salesperson Ken Lee. My invoice number is SORCS-[protected].

I am faced with 3 problems with GainCity:

1. the fixture of the main Air-con was done very badly that it blocked my Kitchen Door Frame. The trunking in e toilet prevented my toilet door from opening fully.

2. I know there is a price- match between GainCity and competitor stores. When we told Ken about the prices other stores were offering at a cheaper price, he did not acknowledge it and even made a "joke" out of it. That was unprofessional. It happened 4 weeks back and up to today, he has not acknowledged my query even when i whatsapp him to clarify.

3. He has been unresponsive and has not been helpful after sale. I asked for a compensation for such poor service and quality but he does not respond to me.

GainCity, it has been a bad experience and I will not want to recommend anyone to purchase anything from you. Up till Today, our issues have not been resolved because our Salesperson has not been helpful.

I seek urgent assistance and explanation on this.

Thanks in advance for your attention.

My aircon installed by Gain City only 2 years and signed a yearly servicing contract with Gain City. Water leakages on end July 2017 and they came for serviced on 2nd August 2017(technician told me normal service will do), due to contract ended, I paid for $50 for the service. On 4th September water leak again! Same technician visited and said need chemical wash and as for another $190. I complained to their customer service and a manager called me back. I complained that either their technician didn't checked properly on 2nd August and gave wrong advised or they just want to cheat 2 times of servicing fees. The manager said will call me back to resolve this issue but never call back! Very irresponsible company!

My letter of complaint to Gaincity:

Dear Sir / Madam,

I am extremely disappointed by your maintenance service. I purchased a panasonic 3 system air con unit on X date from GainCity with an extended warranty and servicing.

During the routine servicing in 2017, it was identified that there may be a problem with the air con gas/piping and the technicians mentioned that the Supervisor would visit to check and rectify. Today (July 2017), there was a follow-up visit and no supervisor arrived, only the same technicians who wasted my time (when I need to be at work) and they were still unable to detect the problem.

I work full time and do not have time to attend to technicians who are unable to identify and resolve the problem. Further, all the technicians always need to use the toilet in my house which I find extremely unpalatable. Please train your technicians not to do so. It is a private home where a family resides, not a public toilet or a lodge. They need to be educated basic manners when visiting people's homes and not take advantage of people or put them in a difficult situation. The nearest free toilet is near the carpark as they come up hence they can use that if they need to. This practice is not followed in other Asian countries like Japan or Korea where contractors are taught etiquette. Please do not impose your bladder or bowel matters on customers.

I would like you to rectify this issue once and for all and ensure that my aircon is working well, failing which you will receive a letter of demand from my lawyers to compensate me for loss of income and loss of comfort and enjoyment in my own home.

Thank you.

The worst aircon service from gaincity.

Calling the hotline was so miserable being direct to dial another n another number yet couldn't resolve the issue.

Its has been too tiring to repeat the history again on the misdeduction of contract ... the conclusion is gain city just want to cheat on consumer! !

For every service arrangment they just wan to deduct an addition service which previous job was not done. Been requesting them to updates all this conversion n deduction record in systems but till date nothing was done. Requested for physical job order to be sent also not done ... no responsibility at all.

I had requested aircon servicing for 3 wall mounted FCU.

Study room FCU - no issue

Guest room FCU - reported PCB faulty. But actual fact is the FCU power point wasn't turn on. He don't even bother to check the incoming supply or other possibilities factor. And reported PCB faulty just because can't turn on.
Eventually works fine unit I teach him to turn on the power point.

Master room - reported fan motor faulty that causing some noise.
When I reach home, I found it strange as it was fine the night before and the noise seems to be the scroll fan rubbing against something. Hence, I check on the scroll fan and found that it was loose and shifted t to one end rubbing on the side. Furthermore, while I'm trying to tighten the screw for the scroll fan, the screw just drop off before I hit the screw. The technician just don't brother to tighten the screw and claim that the fan motor faulty.

Worst Technician overseen in my life.

I have never liked shopping in Gain City, NOT only given that my friends begged and dragged me along. I have numeral bad experiences with the services they rendered to me before, which previously I never wanted to pen them down.

Today on 8 May 2016 in the evening, my friend and I went to Gain City at Sungei Kadut Drive, the biggest store of theirs and in fact as I expected their services not only suck but to my surprise, they are so irresponsible that they dare to display items (hand phones) which either not likely the supplier will bring this model anymore to their store and also the other handphone color which is not available YET they still show the availability of the different colors of it on the tag. This is terrible and show that they are not keeping track of the stock and if customer like me want to buy it urgently on the spot they simply said they would order and I have to wait to get the color I want.

When I checked with the person in charge of that D.I dept, Mr Raymond Wong who is the 1st I/C, he dared to tell me that this is the way they work with a very sarcastic smile. Thus I asked for the store manager and Mr Vince Koh came and same thing he did not help much and saying will order and I have to wait. That is so ironic that what the tag is telling customers. What easy jobs they are holding with no sense of apology towards this issue for the time I had wasted, shopping something I could not get on the spot urgently.

I think either they don't understand English or they are not trained to serve customers. If I had accepted the reasoning who is in the right mind will still ask for the store in charge. I feel that these 2 staffs need to put in the backroom and do warehousing and not serving customers they will only trigger customers' anger further. Or the director should consider getting somebodies who are service oriented so that Gain City won't fold up due to having such staffs who can't perform in their jobs.

Gain City is very irresponsible company in my whole life that I have ever encountered. I am very headache now and till now the problem is not solve yet. I have bought the three split aircon Panasonic brand from gain city just a month ago. It was working fine until recently and one of the aircon unit having error code problem as indoor and outdoor unit communication error (H11). Aircon will only run for one minute then it will automatic switch of and timer light will be blinking But the problem is only intermittent, sometimes no issue and can be working fine.After encountering that issue, that specific aircon can’t be on at all. After calling several times to gain city, their technicians said that it must be Panasonic hardware problem. Since out of three, two is working fine. Then Panasonic tech come down just bypass the power cable from outdoor to specific indoor unit and just concluded that it must be gain city problem. And I called gain city again, they come down and check, recertify then working for two days then problem come back again. Then I called Gain City again, they said that it must be Panasonic hardware issue. So, whose fault is that ? Gain city or Panasonic. Their technicians have come down from gain city 5 times and Panasonic two times but the result is pushing each other. I am the one who suffered so hot without aircon. My conclusion is that both gain city and Panasonic are not doing their job. Technicians and engineers from both company are just pretend to be troubleshooting and in the end just pushing each other. I told them to check the proper in detail like measuring the voltage and current of indoor and outdoor unit. Panasonic also just can’t blame the cable, since they didn’t check it properly. Are they a magician who can just see and concluded the problem? In fact, the power cable seem working fine, DC and AC voltage is there ( which i just take my own meter and measured it) . But none of the tech bring any measuring tools or checking by swapping the unit or troubleshooting.

My 3-unit aircon were not cooling. I called the gaincity tech support. They came to my house on 13-Jan and charged me 600$. They changed one motor, 2 capacitors, 1 PCB, 2-unit gas Topup and washed the compressor with water. 2 weeks later, 2 aircon units stopped cooling again. Again, I called the tech support and the person came on 02- Mar. He's now telling that your compressor is old and CU unit is spoils due to water condensation. Although, just one month back, I was charged 600$. When I complained, they are reluctant to send the person and again giving an appointment after 2 weeks. This is really frustrating and very poor service on behalf of gaincity.