Worst Experience with Service : Hindware Clarissa 60 cm Silver Hood Caught Fire Open
Posted on: Feb 09, 2018
Complaint filed against: Hindware
I hope you're doing well...
With due respect, I would like to say that I am a consumer of Hindware using a home kitchen chimney, After lots of efforts I were able to get your E-mail id from social site with hope that customer satisfaction will matter for you
I was very excited to purchase Hindware Chimney on 2nd Nov, 2017 which was installed by your authorized technician with ref: KAI0174311, but my experience has turned out very poorly. I'm writing to express my dissatisfaction with your product - Chimney (Hindware Clarissa 60 cm Silver Hood) & service approach with hope, you can help remedy the situation.
On 22nd Jan -2018, The chimney of Hindware caught fire from inside the motor & we registered the complaint # ref: KAR0224740 (Attached some pics post incident & invoice).
On 30th Jan -2018, The service center engineer “Anshul: & RSM “Gaurav Gupta” confirmed that my chimney can't we covered under warranty because hinder doesn't over the burned cases (attached voice recording), “this case can't cover under warranty because chimney were running idle which was not required for this model as this is not auto cleaned equipped model ". But surprisingly, this approach was guided to us by Hindware service executive (Anshul) during his visit on chimney complain #KAR0220588, Anshul acknowledged as well during a conference call. Hereby attaching the proof of the wrong practices which is being set up by your service team which is causing such incidents. During the visit of another executive on 30th Jan named “Tej Pal” they found the distance of the chimney from max height of stove & the lowest height of the chimney were 26 inches which was confirmed as per standard by them.
I identified the root cause & sharing for your reference along with proof so that necessary actions towards the improvement could take to avoid further impact to the other customers, This attached recording belongs to the conference call between me, Gaurav (Regional Service Head), Anshul (Service Centre Executive).
On 6th Feb-2018, I got an call from your customer feedback team from 0124-4185300 & shared the different reason of not covering the chimney under warranty which is updated by your team in system as “Chimney not installed by Hindware Technical Team”, this reason differs from the reason given on 30th Jan, the truth is that it was installed by your technician & I paid 400.00 at the time of installation to installation executive # ref: KAI0174311, unfortunate KAI0174311 complain in your system has shown as cancelled “due to not delivered”.
You can see that both the reason is different of rejections with proof, I am still waiting for the solution for the incident happened which I have been reporting to your team
It’s my bad that even after the live conference proof with the service executive in the presence of Gaurav, the team is still not willing to provide the support by excusing every time altogether different reasons to not to support
After 15 days of non-productive follow-up, with your customer care & Service team - I am writing to you with hope of solution & improvement in service approach. Where is my fault as a customer every time on ground reality differing from system reality?. Is this my fault that I trusted to your service executive excellence and started following the suggested approach of starting chimney before 10 minutes of usage? If your team say this is not a correct approach, then why your service executive guided?
This email is not intended to target the specific person, it’s more over about the satisfaction of your customer. My humble request is for you to rework on your decision & correct the service center approach.
Resolution Demanded: Get refund or credit for your purchase, Get service/product replaced or fixed for free
Complaint filed by: Sanjay Kumar Agarwal