[Resolved]  Franke Faber India Limited — Escalation on After Sales Service

My Faber Hob which was installed a few months ago, has been defective from Day one. Initially when the top right hand burner did not function properly, your service person set it right saying there was a loose contact. After a few months it again malfunctioned. This time the reason identified by your technician was generator failure, which needed to be replaced. He was not carrying a spare.

After several follow ups he returned and replaced the faulty part with another which also failed to function.

He then made some makeshift temporary arrangement by cutting & splicing all the connecting wires to both the faulty generators simultaneously and told us he will come back with a new non-defective generator & restore all the wires as per the original setting.

Several reminders to the Bengaluru Service Centre and despite speaking to your Service Manager Mr.Srinivasan has not yielded any positive results. They keep repeating that the part is not available with them.

My wife and I fear whether all this makeshift arrangement will result in a safety hazard. I hope you will appreciate the seriousness of the matter.

We shall be greatly obliged (& relieved) if you could arrange to replace the faulty part and restore the wiring as per original on a priority basis.

My name is M R Subramaniam. # 12125, Sobha Elite, 8th. Mile, Nagasandra, Tumkur Road, Bengaluru - 560073. KA.[protected];[protected]. Cell. +91 [protected]. email: bala.[protected]@gmail.com.

Looking forward to your favourable response at the earliest,

M R Subramaniam
Lakshmi Subramaniam

naikwadi


15:47 (6 minutes ago)


to customercare


Dear Team,


I just spoke to toll free Mr. Mahesh and got to know the reason behind the case is that warranty card is not submitted, very strange as I had submitted it immediately after call was logged. It is around 1 Month and more the case is pending.

[protected] case id - Cooktop burner issue

While raising the case, it was very cleared that it is cost free and your service team was also agreed to do that if collect it from their office. I had submitted/visited the service centre and submitted card there.


Could you please let me know why it is getting delayed from your side.

Hi Faber Team,

Last July I purchased a chimney from faber, we have used it for about a month. We started experiencing the trouble in the chimney i.e. it is not working and creating a noise. I have reported this issue to faber customer care in the month of Oct. After a couple of chases, the technician had visited and said some parts had to be replaced inside the chimney and also said they will place an order for the same.

It's been 4 months now, they haven't resolved my problem yet. I have tried to reach the vellore faber customer care over the phone they are not responding ad even if they pick I heard that the order has been placed will be fixed in a week time. I am very much shocked at seeing the speed of the service that the faber has been providing. I am totally disappointed with the way the services have been provided to me. I had purchased the chimney from faber with lots of trust and now I am totally disappointed.

Anticipating your response

Thanks,
Gowthamrajan R

My oven toaster grill with model no. FBIO 65L4F is not working since august and i had written many mails to the customer care mail id but to no avail. Mr. sanjoy sur pays no attention or heed to my complaint and all he says that the bottom element that is not working is not available pan india.
I would like to know how is that possible that a model 4 years old has no spare parts? And in such case what is the customer supposed to do after buying such an expensive appliance?
I would request to kindly get my issue resolved at the earliest as it seems that the faber employees in the east are surely not bothered about the after sales and the customers plight.
Thanks and Regards
Sanchita Agarwal
[protected]

Hi,

Im having issue with hob service, I’m chasing sales & service team for last 6months to get it fixed, few weeks ago one service engr visited for maintenance and he charged 500Rs, then he told its a burner issue needs to replace which cost around 4K, then I told them imchasing for 6months when the product was in warranty, they didn’t agree, after showing warranty card, he said burner only comes under warranty not burner base and he asked for 2.5K, irresponsibility of service team still not yet fixed and I’m not using one burner out of 4, this is year old now.
I escalate to sales team Mr Naveen and shared all the information but no response

Irresponsibility of service team still not yet fixed and I’m not using one burner out of 4, this became a year old now.
Officially logged issue with Faber, finally but still no proper response to replace burner.

I was using Faber products for last 10 years in overseas and never had any issue in service or product quality.

Now india service iis opposite direction, no service no response no quality that’s called Faber india is it?

Thanks for calling Faber. Your service call has been registered vide CHE[protected].

My mobile number:- [protected]