I am writing this email in good faith to get some help from you guys .
This is regarding the chimney (teresa 90) we have bought from Hafele
Below are series of events that have occured:
1. We bought Hafele - Teresa 90 and ORO-000 from Neeladri ceramics on 16 July 2018 (invoice:CS-0769)
2. Installation of both the appliance was done on October 6th by one of your representative. (Ravi )
3. On 25th November 2018, the Chimney fell off from the installed position along with the supporting bracket, 4 Screws and 4 plastic pegs on the stove ( ORO 000) located above the Kitchen Counter causing the severe damage to the following
1. Chimney.
a. Front Decorative glass is totally broken into pieces and spread across the entire cooking area of the kitchen.
b. Inner body also damaged as we can see many dents on the edges.
2. Stove.
a. Supporting Stands for accommodating the vessels were broken and damaged.
b. Lot of Scratches on body of the stove were seen
3. Two rows of tiles behind the supporting bracket fell down along with the bracket.
4. Even though no personnel damage occurred but lot of inconvenience and mental shock happened due to the accident.
It is found that the bracket is not fixed properly to the supporting wall. The Chimney remained in position from the date of installation to the date of accident merely supporting on the tiles and the GI flexible pipe provided for exhaust ventilation. It is also observed that the plastic pegs are not holding the wall and the screws are just inserted in the plastic pegs with no holding to pegs and the supporting wall. It is a sheer negligence of the installation team who has not paid attention on the proper anchorage of the supporting bracket along with the safety and security of our lives.
Tiles are just a protective and decorative surface given to wall for aesthetics and maintenance. It plays no role of holding any screws or related accessories.
We have been undergoing lot of inconvenience and mental harassment from your local team as they don’t furnish any documents right from the installation marking to the final installation and try to give us oral instructions and promises. When we lodged the complaint about the accident the technical team from Haffle assured us they will replace with new chimney and the Stove stands. Now they are asking Rs. 15000 as compensating money for replacement. I consider this as the total harassment which I will, can directed to the court of law if things are getting worse..
Our Architect reviewed the same and his inputs are as below: As the tile that is used are made of quartz and are more thicker than the regular ceramic tiles, the nail that was used for installing the Teresa90 has NOT gone thru the tile and NOT fitted to the wall. It is holding on to the tile. The tile which could not take the weight of the chimney has caused the issue.
We called the Hafele customer care and reported the event on 26th November. Your representatives came to the site and reviewed the issue and took photographs on the same day and told that their technical team will decide on the same.
After this when we called the customer care and spoke to Amritha, they said that they will be replacing the chimney for us as the chimney was not installed properly by around 29th Nov and mentioned us to complete the tile fixing quickly which we did by Saturday - 1st Dec .
On this Friday( 7th December) Hafele representative Prajaktha called and said that we cannot replace the chimney for free and it has to be paid by us as it is tile mistake which was decide by some technical team in Mumbai who haven't seen the actual site but only pictures and decided this one. I had a detailed discussing with Satish - service lead but he couldn't understand my point and was repeating on the pictures sent and talking about management issue to burden the customer here in which there is NO part of him in installation of tiles or the appliances.
From past 4 days we are constantly trying to explain the situation to your representatives that the Chimney was not installed properly as the nail that comes with Teressa 90 is of a smaller size and that will not cut through the quartz tile we are having at home. Any appliance has to be installed to wall but not to the tile. This basic information they are not understanding.
we are tired of talking to the representatives to make them understand the situation. This is the reason i am trying to escalate the situation here .
We require immediate action on this one.
Here is a frustrated customer who is thinking why he went to HAFELE brand and got this constant pain from 15 days on a daily basis talking to all people explaining the situation and yet NO result . Now No one talks to us if we call the service guys who did this installations and also the call centre guys who tells the same story again and again pointing to Management folks like you .
Will I get some help on this ???? Please HELP me on this .
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