We bought elica 4 burner cooktop in the month of jul20 (Date-5th jul) for vimal kitchen appliances (Noida). The glass busted out soon after the 10 days of purchasing the product. This complaint got resolved by changing the glass as per the warranty terms (5years warranty). However, last sunday (30th aug) the cooktop glass again busted. The glass particles hit my kid.
Within 45days of part replacement and not even 2month old product the brand new tuffen glass again busted. We have raised the complaint within 30mins of the incident. Almost a week ago. We have been regularly following up for unit replacement since 30th aug till today (5th sept). We want urgent replacement of the complete unit instead of just glass. As we are scared and can't risk my daughter or any other member to get hurt. We being middle glass can't afford to face any mishap at home (Hit by glass or fire).
We contacted customer care and as per them they can't do much in this scenario, only help they can do is replace the glass once again. We have now escalated the matter to the north india head of elica (Mr. Hariender malik). He arranged another technician to check and validate where the issue. The technician checked have found there could be some issue with the product and shared his findings.
Mr malik also does not understand the customer's concern and situation. As per him, they can only replace the glass as per the warranty and policy of the company. I would like to understand how can you say so, we understand that only glass can be replaced but try to understand we faced 2 incident with similar nature within 2 months. This is iso certified product, undergone extreme conditions, tested and then came into the market. This is tuffen glass which cannot be broken so easily. We are family 2 members and a kid (3years) how much we can utilise the burner. If you see other families the gas stove is on for the entire day, they drop a lot of thing over it.
This is a special case which needs special attention and a special way or exception to handle. Me n my wife are going through the mental stress by calling customer care, technician, regional head on a daily basis and explaining them the concern. We are genuinely afraid/ terrified with the incident happened twice within such a short time.
We never received any call backs or any status update call. Every second day i am calling up and the worst thing to hear from customer care is "this issue will be treated with very high priority and it is escalated" "abhi aapko call back arrange karate hai". Went to long ivr and hold, call disconnections, call drop with transfer/hold, call back promises never met, no supervisor came on call. I urge you to extract the calls which i made to customer care and listen. We don't want to scream or abuse cust care executive as they no power to solve such a special case.
I hope you understand the situation we are going through. I don't know how much am able to explain. I can't express my feeling and emotion in writing. I strongly believe its a faulty product and even if we change the glass this issue we again happen and i don't know what's written in future who will get hurt or what will happen. We cannot wait for the next incident to happen.
If you think that changing the unit is a cost for you than changing glass for the 2nd-3rd time is also almost the same cost and it could be 4th-5th time as well. You are risking customer life and your brand goodwill/ customer satisfactory as well. Think broader perspective and do an rca.
Would like to pack the product and send it to the elica office in pune. And buy a gas stove from any other company (Its just 6k). We may go with a better product and higher cost but can't compromise my families life and my house.
Never had such a bad experience with a brand product like this.
Complaint :-crm99_1458264
Product:- 594 ct dt vertro 1
Vendor :- vimal kitchen appliances
Purchase date:- 5th jul 2020
Customer:- gaurav bhatnagar
Phone:-[protected]
Twitter post:- https://twitter.com/twittegaurav/status/[protected]
Was this information helpful?
Post your Comment