IFB Industries — ifb microwave oven 30frc2 defective product/spark is coming/purchased on 19th feb 2018

Address:

560015

Hello sir,

This complaint is with regards to the ifb microwave oven 30frc2 purchased on 19th feb 2018 from ifb point yelahanka branch. I received the product on 20th feb 2018 and had been using it since then.in a couple of months, discoloration started appearing in the internal metal cage and when checked with ifb toll free customer care, they informed that this is quite normal and i shouldn’t be worried. Also, the wheel on the turntable was coming off often, they'd told to put it with some glue which i didn’t do as i didnt find it suitable for use in microwave.
By 25th november, 2018, the discoloration had become too intense and sparks were spotted during operation from inside the metal cage. I again contacted ifb customer care and a complaint ([protected]) was registered and i was assured that the customer service representative would be sent within 24 hours. The complaint was raised at 2am on 26th and the representative assured me that the service representative would be visiting my place within 24 hours starting from then, i. E. Within 26th itself.
On 26th, as i didnt get any call on the updates, i called back customer care number and got the local service center number, but when called they didnt have an update other than saying that someone would be calling me to fix an appointment within 4 days. Post that i managed to get the branch manager's number and called him to inform that said sla from the customer care people was 24 hours and not 24 working hours (Still, it would be 2 days as they work 12 hour shifts). After lot o[censored]nanswered calls and debates later, i got him to commit that a person would be visiting my place on 27th (Tuesday). On 27th as well, i had to follow-up with branch as well as branch manager to get the person to reach my place which is hardly 10 minutes from their office.
Post inspection, the service person informed that internal metal cage has been rusted and the discoloration was a result of this and now, it has even burnt and broken in places owing to sparks when in use. He also informed me that it was a major issue and the unit has to be taken back to the service center for repair, but he can do that only the next day. I personally got the device delivered to the service center to speed up the process and requested the branch manager to replace the device as this is a major repair caused owing to the manufacturing defect within the warranty period. He informed me that he will have to take the approval of his superiors prior to doing that and he would try to get it done within the next day and inform me. So far, post that, i have not received any call from the service center or the manager. Also, when called, both are refusing to accept my calls.
As its a manufacturing defect and a major one at that, kindly help me in getting a replaced product rather than a serviced product whose warranty will expire in a couple of months. There is no fault of the customer, but he is being made to use a sub-standard product which has not undergone a proper quality check at the factory prior to delivery.

Details:
Product name: ifb microwave oven 30frc2
Product details : oven, starter kit (Kit grill and conv cutting edge), recipe book
Shop name: sc-ifb point yelahanka
Invoice number: [protected] dated 20:02:2018 time :11.44.30
Po detail: ylk 19.02.2018 sales order: 12331453
Invoice value: 15, 589

Note: have attached bill details, purchase receipt and pics displaying the extent of damage and defect.