Faber — Hob glass broken in pieces

Address:

Mumbai City, Maharashtra

Franke Faber India Ltd. Manager Dear Sir / Madam, We would want to update you and your experts with a terrible experience which we encountered with Franke Faber India kitchen’s glass top hob. We had purchased the best and one of the most expensive kitchen’s glass top hob dated 03.01.2014, Model number HGG 653 CRS BR I – CRYSTAL 65 SP Serial number 106.0305.115 H [protected] from M/s. Franke Faber India Ltd. Khar W. It was been referred as the best in terms of safety, quality and technology. Yesterday when our maid was cleaning the kitchen in the afternoon time, suddenly the glass shattered into pieces and got hut on the leg and face and we had to give her some first aid. She did not drop anything heavy on the top nor did I pour anything hot on the glass top. Fortunately, she was not facing the hob completely else otherwise she would have got damaged and definitely got some injury more than one can imagine. If the hob is not meant to cook and does not have the minimum safety standards, then why is it being sold on the first place? Late during the day we lodged a complaint and Mr. Nitin from M/s Metro Solution (one of your authorized outsourced service centre) called where we narrated the episode he was not able to visualize but when his technician Mr. Asif came and saw he said that this is happening for the first time in the history. When it was said it’s a typhoon glass has how come it bokes and came out of the body, it should have settled there and then to avoid further destruction. This is ridiculous. Meanwhile we checked on the internet and we found more such incidents and it really felt us with a disappointment and shattered our trust for your company. This simple means the company is not competent to manufacture high end glass hobs which can be safe and sound. We are really not at all happy with this experience and we will never recommend in our life your products with full confidence as our sentiments have hurt. We even paid Rs. 3, 300 for the replacement which I don’t know whether it is justified that you should charge your customers even when you know there is no problem from our end. We request you to provide us clarifications on two things else we will take this matter very seriously: 1. What is the guarantee that this type of episode will not happen in future as the same model has been replaced with the existing one? 2. Was it right to penalize / charge customer the replacement fee when such thing cannot happen from our side. It is a completely manufacturing defect? We look forward for a reply to your grievance. Regards, Sanjiv Gudal