[Resolved]  IFB Industries — IFB 30FRC2 Convection Oven - Promised warranty is neglected and illegally charging for parts replacement. 02.08.2021

Address:

Kokata

Sub: Promised warranty for the Oven is neglected by the service center professionals and technicians.

I bought the above-mentioned IFB Oven from Amazon on 15.07.2021. The IFB delivery executive Mr. Reddy did the basic demo for the product on the next working day. We were using the oven everyday and on 28.08.2021, while we were using the convection mode with food on Heat-Resistant Glass bowl already approved to use in convection mode and which is accepted by Mr. Reddy who came for installation and also clearly mentioned in the user manual (photo of page attached below for reference of the page), a click sound was heard and when we opened the oven, the glass turn table plate was seen broken. It is a slit cut right through the middle. I reported the incident immediately to the IFB Customer Care Number and they assigned me the same technician for part replacement Mr. Reddy. He called and informed me the glass turn table is not under warranty so I have to pay for replacement i.e Rs 950/-. I again raised a complaint to the IFB Customer Care and this time they assigned me with another service technician Mr. Sreekanth. He visited my house today with a glass for the door instead of the turn table and he also claims that I have to pay for the turn table because the turn table does not come under the warranty. He also claims that Heat-Resistant Glass bowl should not be used in convection mode. We are not using an oven for the first time and also we are not illiterate or fools to listen to these false claims to neglect our warranty because in the IFB Owners Manual Page No.6 utensils guide it is clearly mentioned that we can use Heat-Resistant Glass bowl in convection mode.

The issue was further escalated and communications were made to Mr. Suresh and Mr. Akash but they refused to talk further concluding that the part is not under warranty.

Microwave oven Owners manual, page no. 40, 1st para. FB Industries Limned. ("The Company'') warrants to the original domestic purchase of this microwave oven (''Appliances") that it is free from defects in workmanship & materials. During 12 months from the date of purchase of the new microwave oven model, all the parts of the microwave oven and 36 months on Magnetron & Cavity, shall be replaced or repaired free of charge, on intimation to the Company I Company's authorized service center nearest to the place where the appliance is installed. (Photo of the page attached)

So where does it say that the turn table glass plate is not covered under warranty? When the warranty terms and conditions clearly states that "During 12 months from the date of purchase of the new microwave oven model, all the parts of the microwave oven and 36 months on Magnetron & Cavity, shall be replaced or repaired free of charge, on intimation to the Company I Company's authorized service center nearest to the place where the appliance is installed."

To be precise the oven is used in the proper way till date following all the instructions given by the technician, the user’s manual and handled with at most care. We bought this oven after a lot of research because previously we were using Onida and the same kind of negligence was observed from their service technicians and which forced us to send a legal notice to the manufacturer for violating the terms and conditions they promised in the warranty card. It ended in a compromise by them fixing all the issues in our oven by doing service and replacement of parts at free of cost and giving us a machine, which operates like brand new. We used it for 8+ years.

Here the scenario is entirely different, the IFB oven is just 1+ months old and facing issues, it itself shows the poor quality of the parts used in the machine or false design.

I am a Project Engineer, my brother is a Mechanical Engineer and my wife is a Scientist. We know how machine design works and when you engineer a product and if you are incapable of maintaining the machine while it's in the warranty period using your so-called service engineers or technicians then you failed in providing the services and maintenance offered at the time of purchase of the machine. We are giving your company a time of 2 more days to fix all the issues in the machine and failing to do this I will be forced to send you a legal notice through my lawyer for not only breaching the terms and conditions of warranty but also for wasting our time and working hours, under Section 59 in The Sale of Goods Act, 1930. (b) sue the seller for damages for breach of warranty.

I hope the seriousness of the issue is now glowing a bulb in your brains, else we will make it glow through the terms of law and order.