Elica — Not able to fix the problems

Address:

Bangalore, Karnataka

We decided to buy a blue cook top from Elica for the exchange of my black cooktop which had no problems. I loved the blue, only because of that we decided to go for an exchange. We waited for two weeks as the shop in Kadugodi did not have the auto ignition one. We got one on May 12th.
Within a week of purchase the surrounding near the rim of the burner started turning brown. I called up the shop then after a week he send a technician. The technician said that this was the issue with this kind of coloured cook tops and that nothing can be done for the same. He called up his manager whom I heard telling “tell the customer to clean and use the same and that there is no solution”. The technician went to the extent of saying that “who asked you to purchase the coloured one”.
I called up the Pune office and they send a technician very next day and he said that there is a sheet below the glass which may not have been fixed properly due to which this is happening. He also said this was second same case he was attending. This means there is a defect in the product itself. After three days the concerned department people called up to say they can change the glass with a black glass. But our question was when there is a problem with the sheet how can change in glass solve the problem, also I had exchanged my good black cook top only for blue colour. They did not have an answer for all this. We also told them to give us an assurance that after the change of the glass this will not happen again but they said they cannot give the assurance and that next time this happens this will be a chargeable service. We could not agree without an assurance as the technicians themselves said there was an issue with the same.
Now they don’t even try to call and fix the problem. Very disappointed with the service.
Will not refer Elica to anyone for sure.