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Go for Service, not Looks or Brand!!
Mar 06, 2012 06:50 AM 55736 Views

I searched the market a year ago, to identify the best chimney and hob for our kitchen. We were bowled over by the good looks of Cata's black, curved glass chimney and a matching Cantee hob. The company's ads strengthened our resolve to buy the products, given the'phoren' pedigree of the brand.


The chimney has been working fine so far, but one fine day the hob caught fire at the joint where the rubber gas hose is fitted. My mother, who was fortunately in the kitchen when this happened, had the presence of mind to switch off the gas supply, as the cook ran away on seeing the fire. I installed a fresh rubber pipe, feeling that it could be the cause of the fire.


Things worked fine, but after a few days, the same thing happened again. The end of the rubber hose, where it is attached to the hob, again caught fire. This time I thought it prudent to log a complaint with the Cata service centre in Chandigarh. That was on 27th of Jan, 2012. A couple of days later, somebody called me up to confirm my address. He said he would come the next day. Nobody turned up the next day or the next, so I called the number from which the technician had called. He said he made a mistake and landed in Chandigarh although he was to come to Panchkula. He promised to come soon. He came after 3-4 days and checked the hob. Said that the small metal coupling which mated with the rubber hose was defective and would have to be replaced. He made out a report and went away. Since then it's been a game of chasing the technician and the service centre guys. Neither of them has a clue when the part can be installed.


Earlier they said they did not know when it could be done. For the past 15 odd days, they've been telling us that they would be coming in 2-3 days to fit the part. Apparently the part has now been received but they are waiting for a convenient moment to have the job done. I rue the day when I made the selection and went in for this product. If I did not have the old burner(Planet make) still with me, we would be without food for a month and a half now. Or would have had to buy another one.


I guess only the Indian brands are committed to service - these phoren brands just want to make a sale and let it be. The customer can cry hoarse for all they care!


Beware of good looks and pedigree alone! Look for products which come with a good service commitment. Lest you have to buy more of them till the previous ones get serviced!


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