Stove Kraft - Defective Pigeon induction cooktop and no service response from Stovekraft Swiggy Instamart

I purchased a Pigeon **** W Induction Cooktop Touch Panel (Rapido Sleek) through Swiggy Instamart on **‑**‑**** (Order ID ***************, Invoice No. ******IMHNN*****). The product is still under the one‑year warranty but has become completely non‑functional (it does not switch on at all). Video proof of the defect is available and has already been shared with the seller and manufacturer.

To resolve this, we first approached the manufacturer’s service network (Pigeon/Stovekraft) in Bengaluru in my wife’s name (Netra). Two service tickets were created:

Ticket No: PGN*********** – Created on **‑**‑**** – later marked “CANCELLED” without our consent or any visit from a technician.

Ticket No: PGN*********** – Created on **‑**‑**** – status “TICKET ASSIGNED TO ASC OR DSC,” but no technician has visited our home even after repeated follow‑ups.

Stovekraft’s WhatsApp support then shared the contact details of their authorized service partner/service engineer (Raghav Enterprises / Mr. Raghav, mobile **********). Despite calling and messaging this number multiple times over several days, there has been no response or call‑back. Screenshots of the WhatsApp conversation and the long list of unanswered calls are attached as evidence.

After weeks of no resolution from Pigeon/Stovekraft, the local service center finally informed us that, since the cooktop was purchased via Swiggy Instamart, they will not repair or replace it and that the “entire responsibility” lies with the retailer. Based on this, I wrote to Swiggy Instamart support on **‑**‑****, formally requesting pickup and either a replacement or full refund, and sharing ticket numbers and video proof. Swiggy acknowledged the complaint and asked for clear images of the product, which we are ready to provide, but there has still been no concrete action to replace or refund the defective unit.

In summary, I am stuck between the manufacturer and the retailer, with each side shifting responsibility and no actual service being provided, even though the product is under warranty. The defect is clear, the evidence is shared, and there has been zero on‑ground support despite tickets being raised and a service engineer being assigned.

Relief Sought:

Immediate pickup of the defective Pigeon induction cooktop from my address.

Either:

Full refund of the invoice amount to my original mode of payment, or

A brand‑new, fully functional replacement unit with fresh warranty.

Written confirmation from both Pigeon/Stovekraft and Swiggy Instamart that the issue has been resolved and that future warranty claims (if replacement is given) will be honored without this kind of run‑around.

Compensation for the inconvenience, time, and repeated follow‑ups over several weeks with no resolution.

All relevant screenshots (service tickets, WhatsApp chats with Stovekraft, assignment to Raghav Enterprises, unanswered call logs, and the email trail with Swiggy Instamart) and the defect video are available and can be submitted to support my case.