[Resolved]  Croma — faber cooktop / no ownership of the complaint

I had purchased faber cook top from croma in the month of feb-19.in the month of oct-19 the glass on the cook top broke for which i had raised a complaint in croma sc on 03/10/19 the technician arrived & informed that we will replace the glass top. He informed that he will be raising the request for the glass top & as soon as it arrives we will replace it. We waited for a week & since we never got any proactive feedback we called up croma for the update. They had no clue about the service repair. They said that we need to get in touch with the brand for the update. I had escalated the issue to the manager. We were informed that they will escalate the issue & provide us feedback within a day. Which we never got. Few days past we again got connected to the escalation manager regarding the update as usual they have no clue!! Again one promise was made that they will give us a call back regarding the update which we never got. The funny part is ever time we called croma customer care the executive use to say escalation manager is busy & was trying to convince that we will get a call back from them within an hours time which in the beginning we believed but we never got any call backs so the solution was to wait on the call for at-least 15-20 minutes. We have had made numerous call to the escalation manager which was worthless as they were not ready to provide details of the front end service center from where they were coordinating. After 3 weeks i. E. 25/10/19 a technician arrives with the glass top & replaces it & while replacing it he finds that the problem is with the burner due to which the glass top has broken & has advice us not to use the burner. We informed the technician that we will not sign the service paper as the problem is not resolved only after problem is resolved & thoroughly checked we will sign it. We called up croma again to the escalation manager & requested for the sla which she informed that the brand sla is 7 days so i asked what should i do now its almost 3 weeks for which she said that it is upto me to decide a very lousy answer.

A day later i. E. 26/10/19 i get an sms from faber that the issue is now resolved & they have closed the case. This is the heights o[censored]nfair means of forging documents. I was done with croma so i had raised a similar complaint on faber customer care since the product is still under warranty requesting if they can or cannot resolve the issue. Awaiting for their response...