[Resolved]  Evok By Hindware — Defective product delievered against the order placed with Evok, Kalyan Nagare, bangalore

Address:

Bangalore, Karnataka

Order number: 1024/14-15/000532 date: 17th Sep 2014 for a Rivera Queen bed with storage for INR 85, 990. Cot was delivered on 29th Sep and Evok service persona opened the boxes to assemble the cot and pointed out:1. the leg rest could not be assembled and after 30 min of struggle and when he finally assembled it should one inch above ground. 2. Right side of the cot had long cracks in three places. Left side had one long crack Evok personal pointed out these defects and promised to get a replacement. He took photos of the cot. I immediately reached out to the sales person Raju and discussed the issue. He asked me to send pictures in Whatsapp that i sent and saved the message and image. Upon receipt of the photo he called up and assured a replacement. As there were no action for a week i called up and found Raju no more worked for the company. I contacted Kiran, regional manager and he sent couple of service person to investigate. Team concluded the product isdefective and promised to get a replacement and took pictures of the cot. Kiran promised to send a brand new cot as replacement. For many weeks numerous calls to Kiran and Ganesh, sr service personal only fetched false promises but not met. Finally Kiran sent a replacement cot on 1st of Nov. On seeing the cot was not in original package but just wrapped in paper and polythene sheet, i asked Anil who accompanied and he assured it is a brad new cot opened just for inspection. Not convinced, i called Kiran and he confirmed it is not brand new but a display piece. He was rude saying questioning what is wrong if they delivered a display cot and asked his people to install this cot in its place. When Anil disassembled the first cot he could not remove theleg rest and struggled for 30 min. After much of twisting and pulling he figured out that the cot is not on nut and bolt that is defective. He explained to me that the bolt does not have thread so the previous person has driven anail to keep the leg rest in place, making it stand an inch above ground. Kiranasked his person to go ahead installing the replacement cot. When they opened the replacement cot for installation, it was broken. I sent picture of the broken cot to Kiran and his person also talked to him. Subsequently Kiran apologized and promised me to send a brand new cot in 7 – 10 days time as replacement. I requested him to send a confirmation mai lsaying a brand new cot will be sent as the replacement. He agreed. After some follow up, he sent a mail confirmation saying the replacement cot will be sent.However, they interchanged the leg rest . I waited for 10 days and called Kiran and he said there isno stock and the cot will be delivered on 17th Nov. Though he didnot entertain calls in between, on 17th he sent a SMS message saying the cot will arrive in the store this evening and the same will be delivered on18th. However, Ganesh, the carpenter called up in the evening saying there is no cot available. I called up Kiran to understand the disconnect.After many calls, he finally attended my call in the night and informed me that a replacement will not be given. I am shocked. How could a company like Evok, a subsidiary of Hindware sell a defective product and refuse to replace the defective part.Over and above, the entire chain of customer service tell lies and give false promises. In the meantime, I had registered a complaint with Evok customercare (MJ 835). I called many times. Every time I was told the computer is not working and a service person will contact me. It never happened. I have saved all the WhatsApp conversations, recorded few telephonic conversations and saved pictures as proof. I am asking them to take back the cot that I have not used and refund my money. There is no response. I would greatly appreciate any help in getting justice.