[Resolved] Elica Chimney — Charging visit charges during warranty period

psivaram

from Bengaluru, Karnataka

Address:

Bangalore, Karnataka

I had bought a Elica Flat glass 60 LTW chimney TH10002537 from CGR Enterprises, Bangalore in Oct 2010.
The chimney came with a lifetime warranty and value back benefit manual that very clearly states "visits made by co technician for product assistance for an initial period of one year from date of purchase of product would be free"
Last week (Sep first week) the bulbs of the chimney were not working.The technician visited on 08.09.2011. There was loose connection which was rectified and there was no replacement of spares.

I was charged Rs.200- for site visit, whereas it should have been a free visit.

The service request no lodged on 05.09.2011 was 4636 and the company representative told me over phone that the visit charge was payable even during the warranty period.
This is in blatant violation of what their manual states and the terms of sale.
On what basis is this amount being charged? Is it the case with all the buyers ? If so, then why is the misleading information at the time of sale?
I sent an email to the customer support a week ago . Still no response from the company.
Probably should stay away from Elica if you expect after sales service and any response from the company at all.
Priya Sivaram

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Aug 13, 2020

Complaint marked as Resolved

Sep 17, 2014

Surendrapillay's response Dear Sir This is to inform you that the site visit charges are taken from the customer however once the product has been installed the service centre deducts the site visit charges from installations charges. For any further assistance, pl. call our customer care number[protected]/[protected], or email us at [protected]@elica.in. You may also download "Elica Aasaan" App free from Google Play Store for Android Phones to avail instant services from Elica Customer Care.

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Comments

rengvid

from Bengaluru, Karnataka

I bought chimney and stove from Elica 3 months back. Installed it, but yet to use. The installation was incomplete and I need to chase up the dealer so much to finish the installation. I was asked to call service and when I did, I was told that for coming from Sarjapur to Yelahanka, I have to pay transport charges. Where in the world you are required to pay for some one to come and service a product under warranty? When I bough the product I was expecting good service from a multi national company, but very disappointed with them. On top of it the service desk was supposed to come back the following day when I asked them why I should pay for transport, they indicated that they will come back the following day and it is more than 2 weeks since they promised.

sharif_nyk

from Chennai, Tamil Nadu

I 100% agree to the comment made by the customer of bangalore.. We purchased a cooktop of elica in Nov 2011. In Nov end 2012 the two burners got damaged. Knob broken ?????...Actually we are only 2 in our home and cook only twice in a day. Not that much o[censored]sage of that cooktop. But still we were ready to pay the replacement charges & spares as it has beyond the warranty period. We have bugged off calling Elica for service.There was a very very poor response from them, after a drastical followup they have replaced one burner with service and they have charged around 500/- Now we are begging to service the cooktop as again the cooktop flames are not coming properly. last time we asked the service engineer why it is happening like this he simpy told that these cooktops are made like this only.

So people do not go for ELICA BRANDS...and waste your hard earned money.