I did an online purchase of 2 Nos Jaquar LED Bulbs from D B Electrix – Mumbai who is their distributor through online market place peppperfry.com . As per commitment the bulbs have 2 years replacement guarantee. I have preserved the bill as well as the original box of the product.
Within 6 months one of the bulbs failed( In May 2019). When I contacted pepperfry.com, They asked me to contact the manufacturer as it is under manufacturer guarantee. Someone from Jaquar responded to my e-mail asking me to Contact Mr. Santosh - 9082787001 and when contacted him, he said that he is in Mumbai. For Bangalore, I should have contacted Mr. Mithun - 9742289541. However, When contacted Mithun refused to Support stating no contract with Pepperfry and they have sold it to me in illegally hence he can not replace the same. I should get it replaced only from Pepperfry. The actual dealer / distributor(Who’s number was not there with me as it was not displaced anywhere on invoice or online market place) contacted me later as the issue was escalated to higher level within pepperfry. Pepperfry insisted that, D B Electrix should call me. After this call from the distributor, the issue was resolved, and I was provided with replacement by Mr. Mithun of Jaquar.
After 3 month’s of above incident one more bulb failed. I directly contacted Mr. Mithun and though I had mentioned about D B Electrix(and reference of the old incident) he responded back stating he can not support(screen shot of whatsapp communication attached). Again I had to go back to Mr.Santosh, D B Electrix and so on. Finally, they got this replaced from their nearby dealer whom I visited for replacement.
Many may not take much pain and undergo such harassment from the known brands like this and may give up at first call when the request being rejected but I had escalated the issue and made sure they abide by their promises and rules. Though the distributor says it is misunderstanding by support staff, I don’t agree as in my communication I had clearly mentioned about dealer name.
My point are mentioned here which can help you to decide whether you should buy the Jaquar lighting products or not -
1) Unreliable product – Though it has 2 year Guarantee it fails within one year.
2) Unprofessional Customer support staff – Somehow, they target to reject the support request and make sure that their company will get benefited from not keeping the guarantee replacement promises.
3) No contact information in the invoice about the distributor only support number and e-mail of Jaquar is available on box and we land up talking to irresponsible staff who’s first job is to reject the request.