I had purchased a Panasonic Hair Styler EH-KA42 on 15th December 2012 with one year warranty. But from the very first use, the hair styler used to over heat and then switch off. It could not even work for 1 minute at a stretch. At first I thought it has a thermostat and always waited for the styler to cool down. But soon I was simply not able to use it and realized that it is a faulty product.
After months of trying to use it somehow, I gave it for repair to the Croma Store at New BEL Rd, Bangalore from where I purchased it. It was on July 17th, 2013.
My complaint number was: BLR170713W00003. The customer care representative told me that the product would be repaired and ready for pick up within 15 days. I waited and followed up regularly for a month. Finally I got the product back after repair on August 15, 2013. The customer care person checked it in front of me and it worked fine at the store.
As soon as I got it home and tried using it in September. The same problem re-occurred. It kept lying uselessly at my place till I got the time again to give it for repair in the month of October. A new complaint was filed on 7th October 2013, with the complaint no. BLR170713W00002. I was again told that it would get repaired in 15 days.
It again took them more than a month this time to repair the product and I was sent an sms to pick up the styler on 11th November 2013.
When I went to pick up the item I asked for a test run at the store. The same problem reoccurred there itself. Even after a month, it had not been repaired!
I asked for a replacement and was told that the manufacturer would not replace it, the warranty says only repair. BUT WHAT HAPPENS IF THE COMPANY CANNOT REPAIR IT. IS IT THE CUSTOMER’S FAULT?
I refused to pick up a faulty product and go home knowing that my warranty will expire in another month and then I can do nothing about it. The Croma customer service manager asked me to wait for 3 days and said he will get back to me after talking to the company for a replacement. Its been 10 days and no call from them. Out of the 11 months of purchasing the product, it has been lying with the Croma Customer Service Center for 4 months, rest of the 7 months it was lying at my house uselessly.
Now the Croma people are simply waiting for days to pass so that my warranty expires on 12th December 2013, so they can give me a straight NO as answer once I ask for a replacement. Till then, they will just while away with time.
What I do not understand is, why am I supposed to live with a faulty product which is well within warranty and cannot be repaired. Why should the money I spent go down the drain just because the manufacturer gave me a bad quality product. I will go to consumer forum also if this is not resolved at the earliest. I demand a brand new replacement of my hair styler and nothing less.
I have used my mother and sister’s stylers also, same model but bought from other stores. It works perfectly! In fact I bought mine only after using theirs. But what a disappointment!