Kutchina / Bajoria Appliances — Violation of Warranty Policy on Product and misguiding the customer with wrong information

Address:

20, Chinar Park, Bajoria Tower, Rajarhat, Gopalpur, Kolkata-700157

Sir/Madam,
I had registered a Kutchina kitchen chimney motor[protected] repair request in Kutchina customer care on 27.05.2023. In the conversation with the customer care, the customer care representative had briefed me to pay Rs. 750/- towards motor replacement/service fees whatever applicable. Accordingly, the technician visited my house on 30.05.2023 and initially demanded Rs. 1500/- directly for service fees + Rs. 350/- towards technician visiting fees. Therefore, we argued that it was not the fees we were instructed to pay for the repair/service. The technician argued that he will not even touch the gas chimney machine if the service fees of Rs. 1500/- not paid to him initially and technician visiting fees. Consequently, at that instance I called to the customer care and briefed about the occurrences with the technician, the customer care executive told me that I need not to pay any technician visiting fees as the complaint is registered for the motor repairing fee told me to pay only the applicable motor fees of Rs. 750/- only. Then, the technician contacted his senior counterpart and agreed to follow the procedure as advised by the customer care. During inspection of the gas chimney, the technician found the motor non-functional which requires replacement. The technician asked to pay Rs 375/- (half the amount towards motor replacement fees) and the rest amount (Rs. 375/-) needs to be paid after the motor gets replaced, as at that time, the spare part of the motor is not available with the company. He also told us that we will be informed once the motor parts are available.
I was waiting for the call from him when the part will be available. One day I called customer care and enquired about the status. The customer care representative then said the same thing that the motor part is not available and once the motor part is available, I will be informed.
Today on 06.06.2023, when I called customer care again, the story changed. Now, they are saying first that my product’s motor part is not under warranty. I need to pay fees for the technician visit. I need to pay extra charges for complaint fees. I need to pay extra fees for the motor as the fee has increased. The customer care representative behavior was not up to the standard. In this case, any customer will get angry if you persistently change your statement, it also reflects misguidance. They are now acknowledging the recorded statement over the telephone.
The details of invoice, warranty card and other documents are hereby attached. May kindly look and do the needful. Request for proper enquiry and appropriate action.