[Resolved]  Evok Furniture — Extremely disappointed with the Quality of the Product - Need replacement

I am hereby attaching the email which i received from Evok team and my response to that.

This is the response I received from Evok via email:

Dear Mr. S Thomas,

Greetings from Evokcare!

We thank you for patronizing Evok products and without any prejudice we regret for the inconvenience caused.

This has a reference to the your sales order no-1019SO/12-13/000749
dated 19.01.2013 for your Mason sofa 3+2+1.We would like to inform you
that Evok product enjoys 1 year warranty against
manufacturing defects. Kindly note, since the warranty on the sofa set
is already over and also the upholstery is not covered under warranty.
We can facilitate sofa's upholstery replacement on the cost basis to you
by providing the best of our services at best possible prices.

As a special case, we offer you the waive off the labor cost involved in
the services o[censored]pholstery replacement of the sofa. Kindly note, only
the upholstery and logistics cost to be borne by you. May we request you
to confirm as and when we can depute our service team to provide you
further service support as per your time and convenience.

Please feel free to write to us @[protected]@evok.in/you may contact our service executive Mr. Sandeep ([protected]) for further service support.

Look forward to serve you.

Regards,
Sanchai
(Customer Relations)


Please find my reply to this email:


Dear Sanchai, Thank you for the response and the helping intent. With all due respect, thank you for allowing us to ENJOY the Evok product exactly just one year only and which, as soon as the warranty got over we were not able to.Please
clarify, on a sofa like Mason ( I presume you know the product and its
design), when you say 'warranty against manufacturing defect', and the
upholstery is not covered, what else is covered? What else is visible
or is prominent in a Mason sofa?The sofa material
started withering as early as an year after purchase and you can see
the condition now from the attached picture. Is this the quality of
products that you sell to your customer? Can you imagine how and what do
we feel buying this item from Evok?Just
to know, what will be the average cost that you charge to replace the
upholstery for this sofa wherever the upholstery has to be replaced?

From an unsatisfied customer, Smaran Thomas

Dear Mr. Smaran Thomas,
We thank you for your valuable feedback. At the outset without any prejudice we regret for the inconvenience caused.
As confirmed by our various written communications to you that since your sofa’s warranty period is over, we will get paid services facilitated as per your time and convenience.
Kindly confirm when we can get your sofa serviced.
We thank you once again, for patronizing evok products and assure you of our best services.
Yours Truly,
For HHRL
Customer Relations

Dear Mr. Smaran Thomas,
We thank you for your valuable feedback. At the outset without any prejudice we regret for the inconvenience caused.
As confirmed by our various written communications to you that since your sofa’s warranty period is over, we will get paid services facilitated as per your time and convenience.
Kindly confirm when we can get your sofa serviced.
We thank you once again, for patronizing evok products and assure you of our best services.
Yours Truly,
For HHRL
Customer Relations

There is no point in addressing this issue by a paid service done by us. This is injustice. This is very much disappointing that such a costly product from Evok will be such a poor condition as soon as within one year? Please clarify, on a sofa like Mason ( I presume you know the product and its design), when you say 'warranty against manufacturing defect', and the upholstery is not covered, what else is covered? What else is visible or is prominent in a Mason sofa? The sofa material started withering as early as an year after purchase