Bajaj Electricals — Water heater replacement under warranty for product purchased online


I have raised 2 complaints for water heater leakage issues
Both are closed by the dealer without me providing a secret code, and without proper resolution
Complaint ID: BAN[protected]-1 and HUBI[protected].

First complaint was raised on 25/04/2022 for water leakage issue.
The product was purchased online at Amazon on 16th May 2020
The technician visited and confirmed its a tank issue and closed complaint

I was asked to raise another complaint for replacement of tank. It was raised on 11/05/2022.The dealer ( BCCD Name: [protected]- Hi Like Electronics) provided me a replacement tag on 13/05/2022 with 1 month validity and asked me to contact seller for getting replacement done.
Dealer closed complaint again from his side without full resolution.
I did not provide the secret code provided while raising complaint, but still dealer could close complaint.

1) Why provide secret code for complaint closure to customer, when dealer can close without requiring it. They can close with no resolution at all and customer needs to keep raising new complaints .
2) For warranty claim, manufacturer is responsible for resolution. How can you provide just a replacement tag and ask customer to contact seller,
What is the responsibility that Bajaj is owning ?

After this, I tried contacting seller and since it was bought online via Amazon(cloudtail India Pvt. Ltd), I have no means to contact them.

Amazon informs that warranty claims has to be taken up by manufacturer.

I tried contacting Bajaj multiple times via email, WhatsApp chat, calling customer care, I have not got any response since 13th of May
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Bajaj Electricals customer support has been notified about the posted complaint.
May 20, 2022
Updated by JyothsnaShetty
After multiple emails, The dealer tells that he will get the product replaced.

But he asks us to deliver and pickup the water heater from his store. My address and his store are at a distance of 40kms !

Dealer tells, " Procedure for warranty and replacement is different for products purchased online is different"
Why is this not mentioned in the product details when purchasing online?

Bajaj center executive has also confirmed on call that, the pickup and delivery charges of replaced product has to be borne by the customer
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