Future Group — Hometown - Defect in Footboard of Marina King size bed

Background: I purchased the Marina Kingsize cot on 27th July 2014. Within 2 to 3 months from the purchase the sheet and Lamination on the foot board started coming out. I managed then by putting Cellotape over the sheets. On 5th July 2015, while trying to clean the area near the cot, I tried moving the cot around 3 to 4 inches and suddenly I hear noise and see that the Footboard of the cot has come out from one-side. I raised a complaint on 6th July, specifying all the details. After repeatative follow-ups, on 9th July Carpenter Lal Bahadur visited my house for the inspection of the complaint. Mr. Lal Bahadur agreed that the Product is of Poor Quality, and the Footboard of the cot can be replaced based on my Request approx. within 10 days time. He asked me to share the pictures of the damages along with the Invoice to Mr. Praveen via Whatsapp.I shared that the same evening. On 13th July, Mr. Sapan called me asking to again send the Pictures on his mobile. I did that. Next day I followed-up with him on the replacement, and he mentioned it will take another 10 days to get the replacement done. The next day Mr. Pawan called saying that based on the instructions received from Mr. Raju Datta, the cot cannot be replaced and it can only be repaired, as we have broken the cot. I denied his statement and asked "what's the guarantee that even after repairing, the damages won't happen again within a few months, as the product itself is of low quality". He in turn asks me "whats the guarantee that we wont break the cot again". I was very much anguished and clearly denied his statement and stated that if the cot was of a good quality, it would have not got damaged just by trying to move it, within a year from purchase. The same day, I spoke to Mr. Lal Bahadur again and he clearly stated that he has conveyed the problem clearly in his job card and based on my request he told me that he will again speak to Mr. Raju Datta trying to explain him of the problem. On 18th July, I wrote an e-mail on the bad experiences before and saying, if the replacement can't be done I'll raise a complaint in Consumer Court and post my experiences on Facebook & Twitter. On 19th July, Ms. Shanthi called me agreeing that this is a Product defect and the Footboard will take 1 to 1.5 months for replacement; as there are similar 7 orders waiting the same. I explained that I 've not been able to use the cot since last 2 weeks and waiting for another 1.5 months will be too much. I still requested her to confirm that if Hometown is ready to replace - thinking that I will agree on getting this repaired may be till the product gets replaced. She told me that she will let me know the next day. I didn't get any call the next day and after following up that day and again the next day, on 22nd July I got a call from Mr. Raju Datta that the cot can't be replaced as the damages has been done while try to move the cot. I explained him that I didnt try to move the cot too much, and just tried to move 3 to 4 inches while this happenend. He in turn told me that even to move 3 to 4 inches, the cot must first be dismantled and then re-assembled. I disagreed on the fact that the cot can be damaged because of just trying to move the cot a little bit for cleaning purpose, and mentioned that this has happended because the product is of low quality and it should be replaced. He told that the product is discontinued and can't be hence replaced; I asked him if the product is discontinued and they cannot replace the footboard, then they should replace the cot itself with that of a better quality, as the product is still under Waranty till 27th July 2015. The same day, Mr. Raju wrote an e-mail asking if I'm ready to repair. I replied denying the same, highlighting the Worst experience I had so far. After a little while, I get a message on my mobile that the complaint is closed. My Questions now: 1. How could someone speak to their customers so arrogantly, like the way Carpenter Pawan spoke? 2. How could Mr. Raju say that the cot is damaged due to mishandling from my side, when Mr. Lal Bahadur and Ms. Shanthi agreed that this is a Product defect? 3. How could Mr. Raju say that the product is discontinued, when Sapan told the product can be replaced within 10 days, and when Ms. Shanthi mentioned that the product can be available in 1.5 months time and there are 7 orders waiting the same? 4. How could Hometown close the complaint without my complaint being addressed properly? It seems, as if they were in a hurry to just close the complaint, by any means. 4 days back, I lodged another complaint on their website stating the entire experience as mentioned above, and till now, I've not received any kind of communication from them. Hometown is just trying to totally ignore the issue.