Faber HeatKraft Arco 90 Energy Electric Chimney

Purchased Arco 90 Energy Chimney(Dream Home Faber Galleria, Malleswaram, Bangalore for 14500/- MRP approx 20000/-) for my NEW HOME during December 2011 and Installed during June 2012 in combination to this a Faber Hob Model GB 50 MT(Hemadri Ceramics for 15000/- approx. MRP: 20000/-) was bought.

Installation:

We were advised NOT to open the box until the installation guy arrives. We made a grue on granite so as to fit the hob and finally the installation guy arrived from Bangalore which is 95Kms away though my town is geographically under Andhra Pradesh.

Charges:

1. Travel Expenses: 250/-(We felt sympathetic and gave him without hesitation actually its FREE! Its their duty to serve us they will claim Travel allowances from Faber.)

   
   




2. Installation Charges: 450/- Chimney and HOB 250/-

   
   




3. M Seals: 40/-

   
   




4. Aluminium Pipe: 800/-

   
   

Explanation of Installation Charges(KK Service Center):

1. As said already Travel expenses are claimed from Faber. Its their duty to serve us under 5 yr Warranty scheme.

   
   




2. Installation and Charges: A. HOB Installation: Their duty is to make a grue on your granite with correct marking and fit with silicon based glue all along 4 sides of the hob.

   
   

I was away momentarily and the installation guy has fitted the hob by the time I returned. After the installation guy left my place, I found that he DID NOT fit the hob but just left it in the grue without any silicon material. I'm LITERALLY CHEATED and charged with Rs: 250/-:(

B.Chimney Installation:

Technician's duty is to drill hole with a driller. But this fool asked us to get a driller from our end and we arranged one immediately.

1. MSeals: This is their duty to get sufficient mseals which cost 10/- each but the tech guy asked us to buy as he has no sufficient mseals with him.

   
   




2. Aluminium Pipe for the Exhaust can be bought from LOCAL Hardware Sellers. But Faber people insist that their quality is superior and may push the blame on to you if something goes wrong! So, accepted their product though it costs anywhere under 400/- or even less.

   
   

It all took 1 hr after drilling the hole to fit chimney and don't count hob installation time as he has done nothing just lifted it up and left in the grue!:)

WORST SERVICE:

We felt the suction was improper and the machine was NOT blowing out the hot airs after couple of months! After repeated requests for the service the customer care sent a technician from Thirupathi which is 280Kms away rather than Bangalore which is just 95kms from my town as Bangalore’s KK Service said it’s NOT under their region of service. Now, I wonder how they have come for the installation for the 1st time when it’s not under their region of service!

The technician came from Thirupathi and charged us travel expenses besides charges for worn out parts(new buttons which were dilapidated). Within 1 month of usage the buttons on the Chimney broke one after the other and we felt that it’s time for servicing and from then on, I’ve been constantly calling the call center for service.

Now a days, there is an unethical practice which is prevailing - technicians call us and demand the travel expenses before coming to the towns or suburbs, if you refuse they will simply CANCEL the service requests in their system without informing us with a message in their system as “Area NOT under service region or some kind of message to call center“. Forget about call center executives, even the supervisors or the call center team heads has NO HOLD or authority to make things work from service centers. That is the plight of FABER INDIA.

Following are some of my service requests which I remember:

September 2013 Req. No: Don’t remember

December 2013 Req. No: Don’t remember

January 2014 Req. No: Don’t remember

12th July Service Req. No: 1407121032666

8th August Service Req. No: 1408011051678

12th September quoted the above service req. ID and spoke to women named Anjali. She assured me of service and nothing happened till date. I’ve been requesting for service since September 2013. It’s been more than a year and no one attended the request till date. Finally, I’ve bypassed the call center and called on the same thirupathi service center directly and requested him and obliged his travel expenses still no hope of service.

28th October 2014: Called at 2:45Pm still the voiceover said they work on monday to friday from 8Am till 8Pm and asked me to leave a msg for a call back! IS TODAY A HOLIDAY?! I wonder how!? This is another example how their customer care works!

Even their Email ID: CustomerCare@FaberSpa.com is USELESS. No reply received for any of my emails till date.

For your Info. The after sales service expenses are already included in the retail price of the product when we buy. Neither the company nor the Service center is authorized to charge TA from customer as the TA’s are claimed from the company by the service center. Another interesting aspect is the technician will have a list of customers facing problems and he will plan his visit keeping all them in view by distance and WILL NOT EXCLUSIVELY visits your site! Always, keep this logic in mind.

Finally, DO NOT BUY PRODUCTS FROM FABER. They charge you heavily for their products with their brand image internationally but DON’T CARE ABOUT THEIR WORST SERVICE LOCALLY! FABER INDIA HAS NO HOLD ON SERVICE CENTER’S! They sell their products and leave us in soup! If you don't believe my review give a try and I'm sure to find you here with a NEW KIND of experience on mouthshut.com.:)

Buy products which have good network of service centers rather than brand image. International brand image doesn’t work in places like India where there are NO proper regulations to control these kind of companies. How many of us dare to go to consumer courts to sue these companies NOT even 1% as we know the judgment timescales of our judicial system! Look at my review on Westinghouse Cooker for more info on Brand Image. This company is Faber's Baaaap!:) With no working call center or service center. Very soon may leave India for good I suppose

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