Elica — Elica Kitchenhood

Dear Sir / Ma'am

With great disappointment i would like to seek your intervention regarding the replacement or refund against the purchase of Elica Kitchen hood on 13th Mar'2021 from DRS Home Solutions, Chandapura, Bangalore. GSTIN :29AMQPR3015C120 We realized the product was defective the day when the Elicia technician visited our house on 23rd Apr'2021 to fix the hood. The hood was not getting power on as the power cord was defective. The hood was switched on with the help of computer desktop power cable available at our home. The hood was not functioning properly with poor suction and rattling noise. On contacting the dealer, I was suggested to raise complaint with the Elica Customer Service. We raised several complaints to Elica Customer Service. On every occasion a new technician used to visit and state several reasons for the poor suction and unbearable noise level. One of the reason told to us was the duct size was small and needs to increased from 4 inch duct opening to six inch duct opening. As suggested with the help of core cutting team got a new core cutting of six inch done with additional cost. Post the new core cutting being done reached out to the Elica Customer Care once again. The technician who initially fixed the hood along with another technician visited to fix the hood on 15th Aug'2021. This time the hood was making very high rattling noise including the filters were shaking. In addition to this the suction motor was not functioning smoothly and fluctuation in the speed of the motor. The technician suggested that the motor needs to be replaced. I immediately informed the dealer as well informed the Elica customer care regarding the defect in the product and should be replaced as its a new product and has not undergone wear and tear. Couple of days later I got a call from Elica customer care that they are sending technician to replace the motor. I immediately informed them that i am not interested in replacing the parts as its new product without usage and there is no wear or tear how come the parts needs replacement. Even though the product has lifetime warranty how come without usage the product needs parts replacement. However the Elica customer service insisted on the technician check the product thoroughly and fix it. Once again the Elica technician visited to check the functioning of the hood on 1st Sep'2021. He checked the functionality and himself accepted that the hood is making rattling noise similar to BMTC bus. He took video of the hood and went back stating the hood was not fixed properly. Once again the Elica customer service team reached out to me and insisted that they will have senior technician fix the suction and rattling noise issue by replacing the motor. I immediately informed them that i am not interested in repairing the product and will return the product to the dealer. The technicians visited and dismantled the entire hold by parts and replaced the motor. In spite of this the suction of the hood is very low and still makes noise at lower speed of 1. As a repeated customer of Elica I am really disappointed with the product which i have purchased now. I have undergone tremendous stress including waste of time and money. Earlier they were claiming that ygere is no replacement policy. Now Elica is claiming that we should have asked for replacement when the product was installed. Which we have been raising frim the day one. In spite of repeated complaints to the customer service help desk complaining the improper working condition of the product from the day of installation and request for replacement. We are told that there’s no replacement policy and the company technicians went on repairing the product multiple times. The dealer and area sales manager was claiming that if we had complained at the time of installation they would have replaced the product. I am not sure how the decision was made that the product is working fine by watching a video instead of manual inspection. Though the video maybe showing the product is working its making lot of noise and the suction is very poor even at high speed. We have been given different views when we approached the company about the replacement policy however if I would have purchased the product online then I could have got replacement within 10 days without any explanation. I am being fooled by giving a defective without proper quality check. The product was not switching on installation as the power cord was not working. The product is having lifetime warranty and I am not sure with this sort of customer service how I as a consumer will be treated. I purchased a high end product hoping I will get the best product but I am deceived by the company. I could have gone for a cheaper product and still could have taken care of my requirements. I request you to kindly help with refund for the product as it’s not meeting my requirement. Hoping for a early resolution as it’s long pending from Mar' 2021.

Thanks

Sreekumar T

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