[Resolved]  Franke Faber — After sales service

Address:

Kolkata, West Bengal

April 22, 2014: I called the Faber customer care helpline to lodge a complaint. The auto ignition of one of the burners on my Faber cooktop was not working. I was told that my docket no. would be texted to me immediately and a technician would visit me within 24 hours. I received no message and so I sent an email to the Faber customer care ID. I had written: "The auto ignition of one of the burners on my Faber cooktop is not working. I called the customer care helpline today (April 22) to book a complaint. I was told that my docket no. would be texted to me but I have not received any message yet. Please confirm whether my complaint has been registered." I signed off with my name and mobile no.

April 24, 2014: I received the following email: "We are in receipt of your e-mail regarding the problems being faced in the product. At the very outset please accept our apologies for any inconvenience caused on account of our products or services. With regards to your mail, Kindly share your contact details with us. Assuring you the very best in services and look forward to your continued patronage." I immediately replied, pointing out that I had mentioned my mobile no. in my last email (which I quoted again) and that no technician had contacted me yet.

April 25, 2014: I received 2 calls from 2 different service centres claiming to be Faber's authorised servicing agencies! Both insisted they had received the complaint. So now I had a problem of plenty. Both promised to send a technician the next day

April 28, 2014: After 3 days, one of the agencies (SS Enterprise, Garia) finally sent a technician. The other had not followed up after the first call. The technician replaced a "broken part" and charged me Rs 540.
But the same problem recurred a few days later.

May 5/6, 2014: I called SS Enterprise and told them that the same problem was back barely a couple of days after the technician had replaced the part. The lady who took the call noted down my details and said she would send a technician

May 22: I called up SS Enterprise once again and said it had been a fortnight since my last call and no one had called up/visited. This time a man took my call and he promised to send a technician the next day.

May 23: I called up SS Enterprise to give them a reminder and the man once again assured me the technician would visit around 5.30pm-6pm

May 24: I called up SS Enterprise once again to say I was still waiting for the technician. A woman took the call and told me my complaint had been closed! I was alarmed. After much questioning and argument I realised that they had not logged a complaint at all after my call on May 5/6. I was told that I would have to call up the customer care helpline, only then would the call be logged. When I told them that I should have been informed about this procedure on my first call itself instead of being give false assurances, the lady refused to admit any fault. Finally, she said she would log the call on my behalf and send someone by May 26.
I had by then learnt enough so I called Faber customer care helpline and briefed the entire problem to Praveen (who identified himself as a supervisor). I was given a complaint code[protected] and promised the technician would visit on May 26.

May 26: I called up the customer care helpline and was told technician Gurushankar would visit me the same day.

May 27: I called up the customer care helpline again to say I am still waiting for the technician. The lady couldn't give me any explanation for the delay but promised to escalate the matter and ensure a technician callback the same day.

I am still waiting for action.

Sohini Bhattacharya