[Resolved]  Elica — Very Very Poor Service

Address:Bangalore, Karnataka

2 weeks back i had a issue with my newly bought elica chimney (Vento 60) model. The service engineer had a visit to my place and confirmed that the mother board has burnt and damaged completely and needs replacement. The took all the guaranty card, sale receipt and mother boards photo and told that the item will be replaced within 10 days. The items has be shipped from Pune so it takes some time. After 2 weeks over there is no response from them and when we call back they are saying it is high priority and it will be resolved quickly. My question is that the way Elica serves it is customer ? I purchased these items based on the review i got that it has good service. It failed to my expectation too early. I just have to wait and see when this problem is going to be resolved.
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Complaint marked as Resolved 
After following up with many people starting from customer care, the elica showroom from where it was purchased continuously for 3 weeks and making tons of calls (even i had to call 2 times from US), finally it spare parts has been changed and the problem got resolved.
Sep 22, 2014
Updated by Haraprasad_Mohanty
Complaint Number - 17033
Sep 23, 2014
Prajakta. V's response
Dear Mr Haraprasad The complaint given by you was resolved as there was no response on the mobile number provided : [protected]. I have also called you today at 11.50 am and the number is switch off. We have alos sent SMS on the same number. copy of SMS attached below. Dear Customer, We tried calling you however there was no response. Your case id is 17033 . Kindly contact us on[protected]. - Elica India.
Sep 23, 2014
Updated by Haraprasad_Mohanty
Currently i am out of india for 3wks and will be back on 7th Oct. However i had given my other contact number ([protected]).When my family member reach out to customer care it is told that the issue will be resolved by 22nd evening. For your kind information this is the update what i heard on 23rd evening:

1. First of all i came to know that the technician has not informed about the kind of replacement going to be done (mother board was damaged). However the technician has taken photograph of the same along with the sale and guarenty card .

2. Customer care informed that as they were not aware of this issue it will take few more days as the parts has to come from Pune.

My question is, are you guys sleeping till last 10 days. What kind of technician you guys have and dont they report what is the issue customer is facing.

This is just last reminder from my end to get it resolve as earliest otherwise i will not hesitate to put forward this matter on consumer court to get the penalty..

This really pathetic get to know that you guys are saying you are not aware of the kind of issue after 2wks of complaint. You shoue take serious action against the technician you are sending to home for all this.

Thanks.
Sep 24, 2014
Updated by Haraprasad_Mohanty
I made call to above customer care number and as per the information i got is the initial replacement piece which was ordered had some issue and was asked to resend another one from Pune which is taking time.

Let me wait and see how many days it takes just for a parts replacement.

Really dissapointing service from such a big brand.
Sep 29, 2014
Updated by Haraprasad_Mohanty
Could you please provide me the update of the ticket. It was suppose to be resolved by Sunday.
Sep 29, 2014
Updated by Haraprasad_Mohanty
Are you guys playing or trying to be too smart with the response of delaying the dates. Still the problem is not resolved even after 3wks.

Are you going to do it or not.

I need a yes or no answer so that i can lodge my complaint with consumer court to make you guys listen.
Oct 04, 2014
Elica Suren's response
Dear Mr.Haraprasad, Please accept our sincerely apologize for inconvenience. As per the feedback taken today the issue has been resolved. We request you to drop us your feedback & let us know if you are facing any issues update your status. 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. Thank you Elica Customer Care
Oct 04, 2014
Updated by Haraprasad_Mohanty
Thanks.
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