Oct 17, 2016 07:06 PM
2811 Views
Folks, this applies to Bangalore. I am not aware of service experience elsewhere. Also its about faber service in general and does not apply to a particular product model. The chimney is working as expected so far. The poor rating is just because of the headache of post sales service - service means regular cleaning of the chimney inlets, motor etc. Our AMC is for 4 services an year.
We bought a Solaris Plus LTW 60 chimney about 4.5 years back, in Bangalore. Post 1 year we always went in for the AMC. The service was undertaken by a third party company ACE Services. Calling in for a service that was due was a regular chore for us. The service center never remembered. In June 2016, our AMC was coming up for renewal. After a usual following of 2 weeks, the ACE services chimney cleaning technician visited us. He did his job and we renewed the contract with him. He didnt give us the Faber AMC form and said that the forms are in short supply. And that he would visit us in a week to give the forms. He gave us a receipt on ACE Services letterhead and this was the proof of renewal of contract. When he didnt turn up. In september, we followed up with the ACE technician for the forms and he said that ACE services is no longer associated with Faber. That time we called the Faber service center and were shocked to learn that the executive there was not even aware of ACE's closure. From then on we followed up for more than a month for get our second service done. Today when the technician finally visited, we learnt that there is no record of the money we paid in Faber's database. The new service company is HR enterprises. They are asking us to pay the entire amount again else they will not service next time. The point is, why am I being bothered for Faber's lack of coordination with their third party service partners. I have a receipt for payment and wont be asked to pay again. The average time of followup with the faber service center for sending over a technician - all this when we are under AMC is about 2 weeks. The technician sometimes shows up without prior information and if the door is locked, or if he calls and we request to come in the evening or the next day, he would never turn up. The follow up with faber would begin again.
I dont recommend it to anyone just because of the service issue. I think most chimney makers these days are equivalent in pricing. What really matters is the post sales service. Be very prudent about this aspect folks before buying.
