Elica — Elica - Worst Customer service response and faulty product received

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Bangalore, Karnataka

I had purchased Chimney & Hob worth 36k, and got it installed in the first week of Dec14. While the experience was excellent until sales and installation, it became exact opposite infact worst & Pathetic experience since the day i started facing problem with my Hob and contacting the Elica Customer care for the problem. I've made multiple calls(atleast 20+ times till date) to Customer care and i would get response issue would get resolved immediately but it was never resolved. Further once in a while i get call back from customer care to check whether issue is resolved and even if i inform them its not resolved same feedback but no resolution. One fine day after multiple complaints, finally one technician visited my flat, checked the hob and confirmed that it was not installed correctly+issues and would comeback with his manager the next day to resolve, but never visited again. There's no escalation points in Customer Service team. Considering reputation of being world's best chimney company, this kind of pathetic customer service would definitely degrade reputation. Request to kindly have my concern addressed at the earliest, please find below info WRT product & problem Following are the details on Products Purchased: 1. Purchased at: Sampurna international - Rammurthy Nagar, Bangalore - 560016 2. Invoice Number = 3319 3. Purchase Date = 29-Nov-14 4. Items Purchased = a.Chimeny model: Glace; b. Hob= 4 Burner model =mfc4b70dx ld 5. Total Bill Amt = Rs 36, 000 Problem: 1. HoB: One of Big Burner is an issue: getting weird sounds frequently while lighting and yellow flames 2. HoB installation is not done properly, there's gap between the base granite & HoB, as the HoB seems to be faulty, its not flat, its bent.