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Eureka Forbes / Trendy Nano — Loud sound , other than the suction sound

I bought a brand new Trendy Nano vacuum cleaner, and when it was switched on for the first time for using at home, it started to make a strange noise other than the Suction sound. When i contacted customer care, they had a strange reply stating that they do have a door service for this product.
Wat i dont understand is that for a brand new product also they dont have a proper complaint management?
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