Faber Customer Care

+91 20 6603 7900

www.faberspa.co.in

204, Second Floor, Pentagon Tower 2, Magarpatta City, Hadapsar, Pune, Maharashtra, India – 411028

I had booked for a Faber Chimney on 26th October 2008 at Faber Galeria, the company's show room at 89, Lloyds Road, Royapettah, chennai – 600 014, Phone : 28110932. At that time the Showroom rep Mr Anand said as the product is not readily available, he will deliver the same in 10 days. He collected full amount of Rs. 21, 990/- and service charges Rs. 440/- From 4th November 2008 onwards, every day I am contacting, in vain. On 8th I had sent a complaint to the customer care at Faber. One Mr. Russell Fernandes replied that the case is being resolved. Now, in addition to calling the show room every day, I had to call their Pune Customer care also. I don't know when the product will be delivered. Beware of this!

TI Buhari

+91 20 6603 7900

www.faberspa.co.in

204, Second Floor, Pentagon Tower 2, Magarpatta City, Hadapsar, Pune, Maharashtra, India – 411028

[protected][protected][protected]
Russell Fernandes
Customer Care
Faber Heatkraft Industries Ltd.
37/1 Kondhwa Pisoli Road, Pisoli Pune -411028
Direct Number[protected]
Switch Board[protected] /[protected]Extn- 54)
Fax[protected]
Email Id – [protected]@faberheatkraft.org
_____________________________________________

Sir,
I had a problem with my Faber 4 burner hob after 4 years of giving good service. I wrote an email to you and received a prompt reply on 30/7/2008.
I Contacted on 1/8/08 the number mentioned in your email. I was told that the service man will come on 2 or 4/08/08. But he did not come. Later the service man phoned and said will come on 9/8/08 but did not come. I had told him on the phone that the gas knob could not be pressed down (jammed), and the hob was bought in 2002. Finally he came on 10/8/08 and told that he had bought the knob as I had told that knob was defective. I ask you what can go wrong in the Knob apart from breaking in which case it would be free. Obviously the thing which is pressed by the knob was jammed. He had not brought the requisite spare. I told him the rubber gasket below the knobs and the gas jets / nozzles need to be changed. He told me that he will bring it on the next day. But he did not come again.
On 12/8/08 I made a complaint no 89518 another technician came 14/8/08 and said that he had not bought the spare. What’s the point in coming?
On 21/8/08 another service man came and he had brought the spare. He replaced it. But he did not have the proper tools or the skills to do his job. He also had not brought the rubber gasket and the gas jets / nozzles which I think are running spares (consumables). He offered to rectify the gas jets / nozzles (very less flame was coming). He did not have the box spanner to open the gas jets / nozzles, instead he was using ordinary “PLAS” to do the job. I gave my tools (suitable for the job), but still he was lacking in skill to do the job. So I unscrewed / screwed the gas jets / nozzles for him and he did some cleaning etc. with the hole. As a result now very big flames which are yellow in colour are coming. This yellow colour flame (1) spoils the utensils (2) is inefficient. Still he charged me the servicing charge apart from the part he had replaced. I wrote in his receipt the problem of the spare jets / nozzles and the rubber gasket. And had also told him. He had said that he will bring new gas jets / nozzles, but I am still waiting.
I had expected a better service from “FABER”.

From: Russell.[protected]@faberheatkraft.org [mailto:Russell.[protected]@faberheatkraft.org] Dear Customer
Greetings!!

We request you to please mention your postal address with contact no & the technician name from which service center did he visit.As we are unable to trck your details

I GAVE MY CONTACT DETAILS

From: Russell.[protected]@faberheatkraft.org [mailto:Russell.[protected]@faberheatkraft.org]

Dear Mr Sudarshan
Greetings!!
Pls give us the feedback of the customer apendent below ASAP

Service Centre details: Sujata Service centre
9/145 Vithoba Niwas
Bhandar Lane, L J Road, Mahim
Mumbai 400 016
Mobile: [protected]
Invoice No. 352 dated: 21/08/08

He had said that he will bring new gas jets / nozzles, but I am still waiting. (extract from my email dated 28/08/2008 (given below)

I am still waiting.

+91 20 6603 7900

www.faberspa.co.in

204, Second Floor, Pentagon Tower 2, Magarpatta City, Hadapsar, Pune, Maharashtra, India – 411028

The filters drop down and donot stay in place any more. They fell on hot oil and is dangerous. The teeth of the lock in device seem to have worn out. and need to be replaced.
Chimney was bought in 2005 november. Where can I get the spares and these parts replaced in khar santa cruz area.
Raman Pandya
[protected]

+91 20 6603 7900

www.faberspa.co.in

204, Second Floor, Pentagon Tower 2, Magarpatta City, Hadapsar, Pune, Maharashtra, India – 411028

REFERENCE NO: – RAJ/03/06/001 DATE:[protected]
To
THE FABER HEATKRAFT INDUSTRIES LTD.
37/1 KONDHWA PISOLI ROAD,
PISOLI, PUNE 411028, INDIA
TEL.: +[protected] / 26930408 / 26930720 FAX: +[protected]
E-MAIL [protected]@faberheatkraft.org [protected]@faberheatkraft.org

NATIONWIDE TOLL FREE NO.[protected]

SUBJECT: – DEFAULT IN YOUR PRODUCTS

Dear Sir/Madam
With reference to above mentioned subject I have purchase the Faber combo offer in mid of April for Rs. 9990 + installation amount Rs. 1150.00. In the time of installation electricity has gone so; I have not checked the products. After two three day i have checked and found the installation has been not up to the mark. The observations are as below.

TOPAZ LTW- width- 60 / 90cm- finish- stainless steel- suction- 500 / 850 m3/hr- noise level- 62 dba (max) – baffle filters

1. hood duct net proper fixed
2. Undulation is there during installation.
3. Lots of noise during on position.

HOB MH 40 TR4 sabaf burners- width- 60cm- ignition- auto electric- 1 big triple ring burner- finish- stainless steel- granite cut- 575×475×50
1. Hob grill not proper alien.
2. Grill level is not proper.
3. Lots of noise in right hand side burner

I have given the complaint on Friday evening to Mr.Yogesh because he has done the first installation and his mobile no is [protected]. But due to holiday he said he will be repairing the product on next day. I had contact him, he simply says please login the complaint on toll free no.

I have login the complaint and my customer id is 100335 on dated[protected] but after three four days no body contact me. They again i have contact toll free no then they have given me Senior persons Mr. Deepak’s mobile no [protected]. And he is assured me your complaint will be resolved by today evening.

Mr. Rajesh technical person came to my home and understood the problem.
1. TOPAZ LTW HOOD CHIMNEY: – He says the noise level is same but we can’t help you on the same.
2. HOB GRILL: – It will replaced with in two three days. he will take the complaint and resolve the problem with in two three days

After week i have contact Mr. Rajesh for the same. He told me contact my sr. person for the same

Than I have contact Mr. Deepak [protected] and given the complaint he told me that he will give me the feed back with in 30 minutes.

After waiting one and half hours I had contact him and take the status from him.

He told me he requires more four – five days because they don’t have spear parts for the same……………

I simply asked Faber managements is this the way to handle the customer?

What is the fault of the customer?
Being an ISO international company Is this the product you sell and harass the customer?
This is the service system. No body takes the serious of the customer pain.

All the Faber technical should attended the complaint and give the feed back to there seniors and seniors should also take the feed back from customer and resolve the problums.

May I request you to take back your products and return my money at the earliest? Either I will go the consumer forum for the same.

After so much harassment of 40 t0 45 day the matter has not yet resolved. I am totally fed up and made the mind to take the legal action and also publish about your product and harassment in all the news papers.
I am affordable to take this pain.

Special note:- all our problems which is mention in this letter and the request is the company should not play with human life .if the products is defected the company should change the products immediately so the people will have faith in your company and be your customer for lifetime if he is satisfied firstly.

Thanking you

With regards

RAJESH GODWANI
CONTACT NO – [protected] [protected]
MOBILE NO – [protected]
E-mail: [protected]@gmail.com E-mail: [protected]@indiatimes.com

+91 20 6603 7900

www.faberspa.co.in

204, Second Floor, Pentagon Tower 2, Magarpatta City, Hadapsar, Pune, Maharashtra, India – 411028

I purchased a Faber chimney which now requires repair and service. Despite my repeated complaints to the company service centre at Ludhiana they have not responded. I reside at Doraha which is located about 25 Km from Ludhiana.My contact number is[protected]

+91 20 6603 7900

www.faberspa.co.in

204, Second Floor, Pentagon Tower 2, Magarpatta City, Hadapsar, Pune, Maharashtra, India – 411028

We had purchased a Faber CLEO LTW chimney on[protected]. It has a lifetime warranty. The diffuser in the product was found defective at the time of first servicing. We had informed the seller regarding the exchange of the above parts. They sent their technician to check the nature of the complaint. Initially he said that it would be replaced but took no further steps for three months. Then we received a letter from the company saying that they would not change the diffuser as it is not covered under the warranty. We again contacted them on the 29th of March, 2009 saying that the booklet says the diffuser is included under the warranty. The company and the local authorised dealer of Baroda confirmed in a telephonic conversation that they will exchange the diffuser as said in the warranty. Since April whenever we try to contact them they say that the parts would be changed within the week. But no action has yet been taken. We have also sent mails on the 6th of June, 2009 and on the 23rd of June, 2009 And we have also called them many times to remind them of the replacement. But everytime the Baroda Service centre of Faber calls back saying that it will be done within a week!

+91 20 6603 7900

www.faberspa.co.in

204, Second Floor, Pentagon Tower 2, Magarpatta City, Hadapsar, Pune, Maharashtra, India – 411028

I have purchased Faber Chimney, for which they gave Faber Owen under combo offer.On very First Use the Chimney had some motor problem after few calls, they resolved it.But the Owen also stopped heating on the very second use.after few repeated calls, the technician checked and confirmed that magnetron has to be replaced and said to give complaint and also fax bill details to company help desk.I brought it in Oct 2008.Till now the problem has not been resolved.i got vexed up with calling them all the time.They say the magntron is not available all the time.

+91 20 6603 7900

www.faberspa.co.in

204, Second Floor, Pentagon Tower 2, Magarpatta City, Hadapsar, Pune, Maharashtra, India – 411028

The issue which i am talking about is with the Cooking Hob (MDR 40 TX) which i purchased.

After the installation of the product, i had to travel abroad and there was no usage of the product.Was back in the month of Jan 2009 and actively started the usage…i saw two kind of stains..

1. Stain on the surface of the Hob
2. Stains on the Burner Assembly (I am not sure how you call this)

Based on the first complaint i launched with the Vigneshwar Enterprise, Bangalore – A technician visited the place and informed us that we can't remove stains on product and advised us to contact the manufacturer to convey the greivance. That was when i had called the pune office of faber and was informed by a customer care executive – that he would request a senior person from Vigneshwar Enterprises would visit my house and resolve the issue. Apparently it was the same person again and answers were the same.

Fyi, this was the process that was followed in maintaining the hob surface.

1. Cleaning of the hob surface with luke warm soap water.
2. Immesing the Burner Assemby in luke warm soap water for 30 mins and then using a cloth to clean the surface.
3. After the visit of technician from Vigneshwar Enterprises – we are advised to use to Scrub pad to clean the hob surface + burner assembly.

Inspite of all this efforts, the issue still persists and my satisfaction levels are very very low on the product and does not justify my investment on your product.

I had requested the concerned authorities in Faber through the customer care executive to resolve my issue and also spend some good time following it up. However i was given really lame excuses and was told that the product was perfect and the issues are with the usage, which is not the case and they did not even take the efforts for resolving this issue.

I am told that this product is removed from the Faber's product Lines.

Requesting concerned authorites to help me in this issue.

+91 20 6603 7900

www.faberspa.co.in

204, Second Floor, Pentagon Tower 2, Magarpatta City, Hadapsar, Pune, Maharashtra, India – 411028

I bought a faber chimney Tender 605 from Vivek's in Annanagar in Chennai. Since the installation/alignment is not proper, the chimney does not suck odour. we made many
complaints. they will come and give advices but no solution.

pls advise prospective customers to be careful while buying faber products
C. Ramakrishnan
[protected]

+91 20 6603 7900

www.faberspa.co.in

204, Second Floor, Pentagon Tower 2, Magarpatta City, Hadapsar, Pune, Maharashtra, India – 411028

Appointment date : 13th August. Appointment time 11 A.M. Curren time 3 P.M.

Issue: Delay in Installation of Chimney

This is not new but I truly do not know when would the service engineers understand and have the sense of time and puntuality. When they promise a time, they just don't understand what other things are planned around in a typical nuclear families in metro citites where both the spouse work. It has been the same and typical case where the call center keeps maintianing the "Indian stretchable timing" and the service engineers take the liberty of stretching it much beyond. The service engineer has promised to be at my place y'day at 4 P.M after repeated requests and he stretches it to 5.30 P.M and finally lands up. The visit ended up only to have another appoitment the next day at 11 A.M. I have lined up the carpenters and the house maids for clean ups but to my suprise even now at 3 P.M neither the call center has any clue nor the technician is contactable. The chennai cotnact for the installation and service is Vigneshwara Enterpises – Service center contact number :28218788 As I am a doctor and need to attend to the long waiting patients, it is critical for me to maintain time.