A
couple of days ago, I bought an air conditioner to replace the one we had used
in our bedroom for ages – and thereby hangs a tale.
The
AC was not a high-tech machine. Far from it. A non-inverter window AC, it
looked more conventional than the one it was meant to replace. But,
unfortunately for me, it was one of those “special” models whose “activation,”
demanded what the manufacturing company, Voltas, called “unlocking.” What
followed was a comedy of errors in three scenes.
In
Scene One, my electrician, who never tires of telling me and my wife that he is
a world-class electrician, plumber and carpenter all rolled into one, spent
about an hour removing the old AC, doing a bit of carpentry for the frame,
fixing the new cabinet, and placing the new AC unit into it, lecturing me all
the time about the significance of each piece of work. Pausing for some time to
view and admire his own accomplishment, he now set about the task of
weatherproofing and insulation. When the demonstration-cum-lecture was over, he
strutted peacock-like from one side of the machine to the other, and announced
with something of the air of Molvolio that everything was perfect. Then he
turned the MCB on and pressed the power button on the remote.
Nothing
happened. There was no response from the AC.
It
was a classic bedroom farce: plenty of flirting and foreplay with no
fulfilment. I heard a slight snort now and looked back. Shanthi was doubled
over with silent laughter. She gestured me to follow her, and we quietly moved
out of the bedroom. When we reached the
living room, she burst out laughing like a free-flowing drain and said, ‘It
serves him right for making a drama out of nothing. God, how he strutted and
bragged like Chaunticleer!’ I rebuked her, ‘Why are you gloating at his
failure? The AC is ours after all.’
When,
a minute later, we went back to the scene of no action, the electrician looked
completely spent. There was no need to ask him whether I could call a Voltas
technician.
Scene
Two opens on a short, undernourished Voltas technician (SUVT) arriving on my
balcony. He wore a pair of skimpy jeans far below his belly button, which
accentuated his shortness, and a cheap, crumpled casual shirt with fading designs
on it. With a scruffy beard and long, scraggly hair perfectly matching this
sartorial disorder, he walked into the bedroom with a scraggier-looking
technician following him. After fumbling with the AC for some time and
attempting a conversation with Voltas Customer Care (CC), he looked at his
scraggier colleague in a gesture of helplessness.
‘What’s
the problem?’ I asked him.
‘CC
cannot speak Telugu, sir,’ he said.
‘And
that’s the only language you can understand, I suppose… Perhaps I can speak to
CC.’
I
called CC, opting for English. A CC executive spoke. It took me some time to
figure out that what she spoke was English. And when, eventually, my ears got
attuned to her lingo, I started passing on her instructions to SUVT.
‘Turn
the power on. Does a code appear on the display screen?’
‘Yes,
c1.’
‘c1,
OK. Now, note down this password.’
‘OK.’
‘Turn
the remote on now.’
‘Done
it.’
‘Press
the saver key on the remote. Keep pressing it for ten seconds. Now, what do you
see on the remote display?’
‘0’
‘Now,
use the UP or DOWN keys to select alphanumeric characters…’
This
went on. After a certain stage, she said, ‘Sorry, sir, there is a technical
problem. Please call us after some time.’
SUVT
and his colleague looked tired after this exercise. They went out, came back,
and went out again. When they returned, I asked them, ‘What’s the point of this
walking exercise? Are you really Voltas technicians?’ ‘Yes, sir, but we’ve
recently joined the company,’ SUVT said. ‘And we are not well up in activation
techniques.’ ‘Why did you come then?’ I asked him. With a sheepish look, he
took out of his pocket a smartphone whose size was disproportionate to his own diminutive
figure and called a senior technician. ‘He’s on the way, sir. Will be here in
five minutes.’
An
hour later, two more technicians arrived, and Scene Three opened on a large
congregation of Voltas technicians in my bedroom with my anxiety levels
reaching a crescendo, given that the coronavirus was still around. The most
senior of the technicians called the CC now, and started dancing like a cat on
a hot tin roof: there was no one to speak to him in Telugu. I was the only one
on the scene who could understand the Voltas CC lingo to some extent, and so I
girded up my loins and pitched in. To cut a long story short, the AC was at last
unlocked.
There
was a serious epilogue to this otherwise farcical comedy. ‘Can you pay the
installation charge, sir?’ asked the senior technician without looking
shamefaced. ‘Rs 499 plus 18% GST plus…’ I gave him Rs 625 and dismissed all
four of them. My electrician, who had been uncharacteristically silent
throughout the activation drama, collected Rs 1800 and quietly left the place.
The place was now rid of all the farceurs.
‘Tata
is a great man,’ Shanthi mused reflectively.
‘How
did you discover that?’
‘With
employees whose skills seem to be little better than Neanderthal, he is able to
produce a successful air conditioner. Isn’t that greatness?’
‘Indeed.’