This is with regard to the Electric Chimney we bought through Sales Emporium (226, Diamond Harbour Rd, Kolkata-700060) on 18/09/2014. The model was FABER – ARCO SUNZI LTW60, LTW No: KOL15253933.Our complaint is against FABER and its authorised service centre. The fact of the case is mentioned below:
•We bought the chimney on 18/09/2014 and was functioning till 09/11/2015
•On 10/11/2015, when we returned home around 9:30 PM we found the chimney glass broken and spread all over the floor and the remaining body hanging precariously through the wire attached with the motor of the chimney which we had to cut. We were puzzled and took pictures as proof for service center people
•We registered a complaint (#1511111590244) on the call centre of FABER at 18002093484
•The person who came after 5 days and was complaining why we cut the wire down without understanding the situation.
•As there was no response we called to find out the status and we were made to talk to their service manager “Mr. Sanjay Sur”. He was given this information that it’s under life time warranty of 12 years and it’s been only 13 months. When we sent them the email of warranty and pictures, he told us that they will not replace it as the glass is not under warranty.
•When we again spoke to FABER and we were told the glass has not come yet and by next week the person will come and replace the chimney while on the other hand, Mr Sanjay Sur said otherwise.
•Their service person who came for the 2nd time could not believe how it fell down and took pictures and detail report again.
•As there was no update then we called them on 21/11/2015 and we were told “your complaint has been closed as you are not paying for the new chimney”
•A new complaint was again registered (# 1511211602624).
Moreover why should I pay for FABER’s manufacturing defect.
By talking to FABER and their service centre, I can clearly make out they are not willing to replace it.
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