I purchased modular kitchen of Gilma through their kormangla franchisee ( home art Int’l) in May’08. The deal was finalised after they took actual measurement of my kitchen. The reason why I selected Gilma was the price which was cheaper than Ambadas by 20%. Now, I feel cheated and repent the decision.
The franchisee owner( Ms. Indu) signed off on the agreed drawing( they use paint shop to design the layout instead of standard software package :) and was sweet enough to assure complete satisfaction. They chase you unteempth time to pay 100% before completion. which I paid. Pl. never do that. Keep 10-15% for final settlement. But, when the work started, it followed Murphy’s law, whereby all things went wrong.
a) Granite was brought in pieces of 4 ft. instead of standard 9ft size resulting in water dripping into the cabinets. They use cheap quality (read cost) resins to seal joints. Quality of their plyboard is poor and can hardly resist water.
b) They use novice carpenters with very poor skills to lay the kitchen wardrobe/boxes. To my horror, they fixed the kitchen wardrobe as per their own whims, completely ignoring the agreed drawing. On confronting Ms. Indu and team, they blame standard sizes of panels supplied by Gilma, but, in the same breath assure ’to do something’.
c) To further add to the woes, they left large gaps in between and in corners thereby wasting space. To cover up their ’scientific work’ they simply sealed the front space with MDF membrane to give it a feel of ’aesthetic work’ completely ignoring the wastage of space.
d) Some more fun: They relocated the aquaguard from the ’originally designed place’ to fix their standard box. Result: they had to make space for electric socket and water flow area by cutting openings inside the boxes in the crudest way using drill machine. The holes resembles India’s map.
e) Alignment of cupboards resembles leaning tower of Pisa. They take support of each other to open/ close or be in place. When asked, pat came the reply ’your kitchen wall is not straight’. Gilma has adequately trained their Franchisees :)
f) Franchisee( Ms. Indu), after constant follow up turned up at massacred site( my kitchen) and assured that things will be attended to perfection very soon. This was last week. Nothing done so far. May be, she thinks as she has already pocketed the money (Rs. 1.2 lakhs) she better focus on some other prey :(
g) The Chimney has been fixed, but, no warranty card provided. Oops! even if they provide they will hardly care to attend. So, franchisee might have discarded it right in the showroom. Also it’s exhaust joint is not sealed properly. I had to pay Chimney folk Rs. 300 extra for exhaust collar even though in the invoice it is mentioned all installation charges included.
h) After serious search, I could locate Gilma’s Mktg. Head. He visited my place and saw the ’damage’. He has donned the mattle to rectify the mistake and asked for two days time. I keep my fingers crossed as this is the last hope from Gilma.
i) If nothing happens soon: I intend to file a case with Dist. Consumer Forum, B’lore ( payment Bills, Signed of f drawing, copy of phone calls made to Franchisee and team, as proof ). I will name Franchisee and Gilma together as the primary accused and claim damage on account of faulty service, breach of trust, damage of property( they broke few tiles), mental trauma etc.
MD. Stovekraft or Sr. Mgmt. of Gilma are you listening?
Crux of the problem:
Gilma’s business model has basic flaw:
i) Franchisee has complete control in order booking and execution. Gilma officials have hardly any control or visibility on the type of orders undertaken.
ii) Gilma has not front ending face for customer redressal: One struggles to find contact nos. of Gilma official to lodge complaints. Franchisee tries to handle them on their own and goof up further.
iii) Mgmt. appears not too conscious of Gilma’s brand image. Acts like this, strengthen the theory of fly by nite operators.
*Final piece of advise for peace of mind:
*Chose the right service provider, even if they charge you more or take time to deliver. for eg: Ambadas. Two of my friends are extremely happy with their service. But, as mentioned earlier. I did the mistake and repent. Learn from my mistake and be a wise investor. After all, it’s your money.
Regards,
Rajesh