Apr 19, 2022 09:23 AM
683 Views
I bought a Kaff built-in oven model OV80ML7 vide invoice no.CHN/21-22/01238 dt.30-06-2021. The Sales Id was SO/CHN/2122/02220 through Livspace portal.
The oven was installed by a Kaff technician on 30-11-2021 and was tested for a short time(3-4 mins). The oven was put to actual use(for baking) after one week. The oven tripped our apartment's MCB after running for about 10 minutes.
Visit 1: We called the technician(Mr Murthy: 821778xxxx) who came and inspected the equipment. He said that a component needs to be replaced and he needs time to procure the component through the company. He promised to come back with a replacement component shortly and rectify the problem.
Visit 2: After several follow-ups from our end, Mr Moorthy finally came back with the new replacement component after over one month(11-01-2022). However, during this visit, he diagnosed a different problem. This time he said the component(that he earlier said would need replacement) was actually okay and need not be replaced; he only needs to change some internal wiring. He carried out the changes, but still, the tripping problem at high temperature continued. Then, he mentioned that the coil would have to be changed and he would come back with the replacement coil.
Visit 3: Again after several follow-ups, Mr Moorthy came back with the replacement coil in Feb. Again, Mr Moorthy changed his position during the visit and said coil replacement would not be required. He tried some other adjustments and started the oven. This time, the oven coil caught fire and burnt down completely in front of our eyes. It was then that Mr Moorthy said that the oven was defective and would had to be replaced. He advised us to take this up directly with the company.
Thereafter, we tried to get the return affected using the Kaff website form, but there was no response even after two attempts. Then we called the helpline. It was super difficult to reach any person through the helpline as it requires very very long period of being on hold.
Finally, the helpline support person said he cannot help us with the replacement and we have to write to customer support through email. We wrote to customer support by email with all the details above.
However, there is no response from the company. The service engineer said he cannot help us and we should contact Kaff service(which incidentally never responds). He refused to give us the contact details of his supervisor.
The oven has not worked even for a single day since we bought it. I have just shared the facts of my experience with Kaff without any personal bias so that others can decide on their own,
