[Resolved]  Croma — Not accepting return of defective product

Address:	560017
Website:	www.croma.com

I had placed an order for pureit marvella slim ro water filter on 5th may (Order no[protected], invoice no sle004ec0008863) from the croma online store. The item was delivered on 9th may and the installation was carried out after two days.

During installation, it was found the water was overflowing continuously once the tank gets filled. I was informed by the pureit technicians that the filter has a faulty float system and the same needs to be replaced. I communicated the same to croma and requested a refund/replacement since the return policy displayed on the website states that if a product is found to be defective during installation, it can be returned for replacement or refund within 15 days of installation. No action was taken by croma for the return of the product even after multiple calls and emails to the customer service.

Meanwhile the pureit technicians tried replacing several parts including the float and even after four visits in about three weeks are still unable to solve the problem. As per the policy stated in the website, the repair has to be done by the brand only if the defect is found later, after a successful installation.

I do not understand the logic of forcing me to use a repaired product when the product was malfunctioning at the time of installation and a return policy exists which is advertised in the website.Instead of repacing/refunding, i am asked to keep waiting for the repair technicians from pureit who have till now failed to repair the unit in many attempts to my dismay.

The product has been opened up multiple times and some parts replaced already, but the defects still remain. They have even opened up the water tank to replace the float valve but are unwilling to disinfect the tank afterwards which is unacceptable. I do not want to be troubled by the pureit technicians again and i want the product to be replaced or refunded as soon as possible as per the policy advertised in the website. I want croma to take the issue seriously and follow up with the refund.