| Address: | Ernakulam, Kerala, 682028 |
We had purchased a basin (Cer 16 co33) 9 years ago. The product had a 10 year warranty plan and we were careful to keep all the paperwork of the original purchase. Yet within the few years of the purchase, it started developing small cracks internally. Recently we decided to replace the basin and contacted the dealers. They asked us to contact the roca customer care centre since warranty and replacement cases are covered by them directly.
The cc centre sent a representative to the house to check on the product but they said that that the warranty plan of 10 years was only introduced recently and that during the time of our purchase of the basin, the warranty was only for 5 years and hence we are no longer eligible for the free replacement. Our local dealer is insisting that the warranty was for 10 years itself and that we are still eligible for replacement but the agents from the cc centre are insisting that the warranty is only for 5 years. However, when we asked them to share this in writing, they flatly refused. When we asked to speak to their manager, they kept transferring the call to someone else.
It is clear to us that the customer care agents at roca are not telling us the truth. So we ask, if that was the case? If their claims are genuine then why are they refusing to share this in writing (Despite repeatedly asking them to do so?) or why are they so hesitant to let us speak to someone in authority. Was this information helpful? | 
From Mach 2017 this valve already attended by your technician 5 times, and changed some part but condition is same.