Hi everyone,
I need advice on whether this situation qualifies for a consumer complaint and what the best next step is.

Timeline

18 April: I booked a PMS (Preventive Maintenance Service) for my split AC through the company’s official service channel.
21 April: Technician visited and reported a gas leak. No repair was completed that day.
26 April: Technician revisited to address the leak.
- He identified leakage in the indoor unit evaporator coil.
- Instead of following proper procedure or immediately replacing the part, he attempted brazing/welding.
- During this process, the evaporator fins were burnt (not bent or worn). This damage did not exist before.
- He also did not perform nitrogen pressure testing or proper vacuuming, claiming nitrogen is “dangerous,” which seems against standard HVAC practice.
On 26 April itself, after the damage, the service team raised a replacement request for the coil and promised the part would be arranged within 2 days.
Today is 29 April.
- No part has arrived.
- The service request keeps showing “pending / evidence under review.”
- I have been told repeatedly that a senior or service manager will call, but no one has.
- WhatsApp messages are seen but not replied to.
- I’ve been without AC during peak summer for over a week.

Evidence available:

Clear photos showing burnt evaporator fins taken immediately after the technician’s work
Service request numbers
Call logs and WhatsApp chat history

Since this started as a PMS and the damage occurred during authorized repair, does this qualify as deficiency in service and negligence under the Consumer Protection Act, 2019?
Should I first approach the National Consumer Helpline (1915 / app) or directly file on e-Daakhil?
Is it reasonable to ask only for part replacement, or should I also seek compensation for delay and harassment?
Any precautions on documentation or wording while filing?

I’ve tried to resolve this through official channels, but the repeated delays and lack of response are forcing me to consider legal remedies.

Thanks for any guidance.