[Resolved]  Faber - Hob — Complaint on HOB purchase

----- Original Message -----
From: Kavitha -Meenaakshi
To: rakesh.[protected]@faberheatkraft.org
Sent: Monday, January 25, 2010 6:18 PM
Subject: Fw: MDR-723 Matrix Faber Hob-Complaint


----- Original Message -----
From: Kavitha -Meenaakshi
To: [protected]@faberheatkraft.org
Sent: Friday, January 22, 2010 6:26 PM
Subject: MDR-723 Matrix Faber Hob-Complaint

K/A : Mr.Kousal Rathore - Pune

Dear Mr.Kousal Rathore,

This has reference to the teleconversation my husband had with your good self before three months. We had bought a Faber – Hob model MDR 723 Matrix last year (2009) for our newly built house. The hob was given connection for usage during the month of Feb’2009. We used the hob for nearly 3 months. During which period we come to know that it consumes a lot of Gas. Normally, cylinder consumption would be 28-30 days for us using a normal gas stove. But after using Faber hob the consumption days were reduced to 18-19 days. We are only four members in our family and we were shocked seeing the Gas consumption during the first month. Suspecting, we checked using the hob for the next two months and we were certain that it gave us very very less consumption. We immediately made an oral complaint to your distributor M/s.Eastern Communication, coimbatore. But they took such a long time to send their Service Technician for analysis. After sending their Service Technician they gave us a feedback by simply replying that less consumption is not possible in this specific model. But we again complained and this time we were informed to talked to the Sales head Mr.Sameer, Pune. We contacted him two three times over phone and explained our above problem and asked for replacement of hob. He then informed us to keep in touch with the Service head Mr.Subramanian in Coimbatore. We then contacted the Service head and he said he will mail a complaint to the head office and requested us to provide the Bill copy & Warranty details to forward to the head office. We submitted all required details and were waiting for the response. But he never turned back. After quite a month, we again called him to follow-up. But he simply replied that the head office had sent him an email informing less consumption is not possible in this specific model hob and so replacement cannot be made. But we again complained and this time we were informed to contact you directly. After that, my husband contacted you two three times and after a long talk you also promised to send your service technician to sort out the problem. But as you promised till now no person has visited us from your office and it is more than 3 months now. We have been talking about this complaint for over a period of 8 months but were not properly served for having bought such an expensive hob. We are being unfocused everytime to talk to the distributor, dealer, Sales head and the service head here and there. But having talked & complained to all the people above, no proper response was received by us. We are not using the hob now after our initial usage for the first 3 months. It is now simply lying packed & idle in our house. Every time we are diverted to talk to so and so person but till now our complaint has not been rectified. Is this the type of service you render to your customer? Do you think your service stops once you sold your product and got all your money? What about “customer satisfaction” and “after sale service”? Kindly do not think that our complaint is insignificant as we can come and prove anywhere that the hob is giving us very less consumption. Even your service people who visited for analysis had informed that the specific model stove is suitable only for flat based vessels and so consumption would be only around 18-19 days. When at the time of buying no sales person informed us about this and we were really really disappointed after hearing this. Will anyone invest such a huge amount for a product that gives poor performance? Is there any logic and does it make any sense? We especially bought your hob for its design and technology assuming that it will give us good performance in saving energy, time & Gas consumption. But only after usage we come to know that it gave us very less consumption. If your sales people had given us before hand proper information about its features we never would have bought such an expensive hob as our normal gas stove itself (the one that we are currently using) is performing well for over a period of 15 years.

Further, the edges of the hob are very sharp like glass and when cleaning the beading comes off easily and nearly three four times I got my fingers cut. This is a manufacturing defect as the sharp edges are not bent and the beading is also not gummed properly and comes off easily while wiping up.

By being a big organisation, we have been discarded like anything whenever we make a call for complaining and till now no proper action was also taken. That’s why we’re writing a written complaint hoping that it will make a sense and we’ll be responded in a right way. We are 100% not satisfied with the performance of your hob and so looking forward for a replacement.

Awaiting your prompt action.

Best regards,
Kavitha Sendil Kumaar
# 21, North end road, Krishnaswamy nagar,
Ramanathapuram, Coimbatore - 641 045
India
Tel :[protected]