Rak Ceramics India — Washbasins and closets damaged during warranty not replaced

Address:

kannur

We have bought all our sanitary wares and ceramic etc., from a local well known dealer named ABC Sales Corporation Kannur Branch, Kerala, S.T.C Tower Thana, NH Kannur-670012, Phone:-[protected]/[protected]/[protected]. And as per their sales executive’s (Mr.Rathish-[protected] ) suggestion even though it is little expensive we bought RAK Ceramic products for our bathrooms. He told us it is an Indian Brand and one of the best selling products in India. ABC Corporation Bill No.KNR/B4718 Dt.[protected]. Email : [protected]@gmail.com, during year 2013.
When asked about the warranty he has confirmed that all products are under 10 year warranty and for any manufacturing defects it is lifetime. There is a specific reason as due to my past experience I have asked and got clarified this. Till recently it was shown in the website of RAK it is mentioned it is under TEN YEAR WARRANRY, which seems they have removed it recently, may be due to number of complaints increased recently. (Please refer their website itself). Unfortunately, within a year one of the washbasin developed first minor color fading developing to hair line cracks and later big cracks. Immediately we have approached the supplier (ABC Corporation). When approached the customer care team and the sales executive has immediately confirmed that “as per the manufacturer one lot of material supplied by them have manufacturing defects and can be replaced”, and hence the supplier immediately replaced the product. We have asked about the balance products? The reply was if there is any defect will be replaced. We have told them to replace all as the manufacturer already informed them about the defect lot. In their internal discussion it is understood that they have already received a lot of complaints and replaced. Again within a few months another washbasin developed similar complaint and we have approached the supplier. Very reluctantly they have registered the complaint. After about four to six months follow ups with the supplier RAK”s representative’s (RAK COCHIN CONTACT 0091-[protected], Email :Sonia.[protected]@rakceramics.com) visit us. we have received the replacement. As you may be aware in our place a plumber to remove and replace charges about Rs.2500/- and transportation about Rs.250/ for transporting the damaged product to their ware house and Rs.250/ for bringing the replaced product. Each time we have to spend Rs.3000/- for such cases. Two years back again the third washbasin had the same fate. Immediate we have informed the supplier and as there was no action after repeated follow ups with the supplier, we have collected the RAK Regional office details (cochin)and contacted them. Till date the item was not received. It is come to know from the RAK that they have already issued the credit note to ABC Corporation, the local supplier. When contacted it is understood that ABC has sold the product without replacing our damaged product against which they have received the credit note from RAK, the manufacturer.
Now again two of western closets with flush tank has developed cracks all over the product and slowly the cracks are increasing. As usual we have informed the supplier ABC and ABC refused to register our complaint as they say RAK the manufacture is not entertaining new complaints for sales made for more than five years (which is against warranty clause) and advised us to contact their regional office. After sending mails and lot of calls finally the in charge agreed to send a technician to assess the product. After two months he has visited us (that also lot of follow up with him). As he was the same person visited us earlier also he himself was suggesting that RAK would have replaced all products long back as these are defective products. As there was no action from RAK for about one month, We have approached the RAK regional office and they have informed us that they will write to their Head Office for approval to replace these products. Simultaneously we sent a mail to RAK HO through their website. We received a communication that a complaint is registered and their representative will contact us. As there was no response from the supplier or the regional office we have reached them again by phone and the lady in charge has said that there is no need of visit again the claim is declined as it is more than five years.
Our question is if the manufacturer is aware that a lot of material supplied is defective why they have-not withdrawn all of them from the market or replace them?
We have noticed even cars and equipments worth Lakhs of rupees are called back and replaced for manufacturing defects they why a ceramic company?
Legally they are liable to pay all losses incurred by us for plumber’s service charges and transportation charges and compensation for all the losses incurred by us.
The material is still under warranty of within Ten years. To ensure this we have checked with other two / three ceramic product sellers locally and all of them confirmed that ceramic products are under warranty from manufacturer for TEN YEARS.
Due to curiosity when we have done some research it is understood that this is not an Indian company, and against this company have many number of complaints. And the 95%of the complaints are not attended and resolved? Then why such companies are allowed to operate in India as we have many Indian made Products available that also at premium price. The contact numbers and names given in their website are not correct, which itself shows the manufacturer’s intention to cheat the customers. (PLEASE REFER THE ATTACHED WEBSITE DETAILS).Their toll free number is also showing wrong when called.
It seems the local supplier (ABC) is also in hand in glove with RAK to cheat the customer as even though they have received the credit note they have not replaced our wash basin for last one year.
We therefore request your office’s intervention to get refund of our money spend for the product and service, OR replace the damaged products with service and transportation charges.