There is Jaquar bath fittings in my apartment, Pune. At the time of purchase builder boasted of Jaquar fittings and said that these fittings have 7 years of Warranty against any kind of defect. 7 years warranty is fair enough to justify the expensive fittings compared to other companies’ fittings.
Within 4 years the hand shower lever broke even with nominal day to day use. I called Jaquar customer care.
Day1: I called customer care and they noted my complaint. They explained me that within 7 years of purchase receipt date, company will fix the problem free of cost. I said, I don’t have warranty card as fittings were done by builder. Then the CSR explained me that in case of multi storied buildings, possession letter date is considered as purchase date and 7 years starts from date of possession letter. Sounds nice!! The last piece of nice thing.
And the ordeal starts like below:
Day 2, Day 3, Day 4 nothing happens.
Day5: I got call from Jaquar customer care (I got excited that at least I will get service today). The CSR asked feedback about the service which was provided regarding my complain. He asked me to rate the service from 1 to 5. I asked him that how can I provide feedback when no service was provided and problem is still there. He mentioned that as per their records problem has been fixed. I explained its wrong and problem still there. He said ok, company will look into matter and someone from Pune service center will call.
Day6: Got Call in morning from Jaquar staff, Pune that he will come to fix the problem at 4:30PM. At 5PM he came. Checked the hand shower and said that it is broken and need replacement. He said new piece will cost 375 Rs. I said it is under warranty and offered to show him the possession letter. He seems least interested in possession letter and said new piece costs 850 in market just because of warranty they are giving in 375 Rs. He also said that the broken one in bathroom was old model and same model is not produced anymore.
So the company is giving new model. I asked him to get his manager as so far no one had mentioned about charging money. Customer care has clearly mentioned free fixing of problem. In fact he himself didn’t mention this in morning call. Pune branch service center’s manager seemed to be a manner less person and said I need to pay for fixing the problem. I explained him logically that its 7 years warranty and if the old model is discontinued its company problem and they should replace with new model free of cost. When he couldn’t give me any logical answer, he asked me to give phone to the service staff. I thought he will instruct him to free service. To utter shock, he simply asked the staff to leave the place without performing any kind of service as they will service only against money. I shouted at the staff and said let me talk to company customer care first. I called customer care again and asked what is the company policy regarding warranty. He mentioned 7 years. I asked explicitly "is it free of cost including labor and material", he said yes. I asked “is it applicable on Hand shower”, he said yes.
I got relieved and then told that the service staff is asking money for fixing the problem. Within 10 seconds he U turned and said that it is right that service staff is asking money because the old model is discontinued due to defect in model. I again explained him that it is company problem, why should I pay. 7 years warranty means 7 years, you should bring old model or replace with new one free of cost. He kept repeating same thing that its new model and I need to pay. As I needed problem to be fixed really urgent, so no other options left and I paid him money to get it fixed.
However ORDEAL didn’t end here. After fitting the new model the service staff mentioned that this new model has only 1 year of warranty. I said the original fitting had 7 years of warranty so warranty should be available for remaining period (3 years in my case). He said new model has 1 year of warranty only.
Day, 7, 8, 9: No call from Jaquar to ask for feedback of service this time as they know what feedback they will get. So the summary of Jaquar’s cheating and poor customer service:
7 years of warranty and free service was a FAKE promise. They discontinued their product and asking money for new model.
The local Pune branch service manager has no manner and courtesy. He asked his staff to simply leave when he couldn’t give me any logical answer.
The service staff was least interested in checking possession letter/warranty card and interested to install new model and take money. This means company was making profit in this replacement not a subsidized service as the staffs and customer care claiming.
New model has only 1 year of warranty. This means Jaquar reduced Warranty from 7 years to 5 years that too after charging money to the customer.
I seriously wanted to make a complaint in consumer court, however I don’t have time to take days off and keep running around the court. So what I can do is to let other people know the reality of cheat Jaquar fittings. Please buy Jaquar’s fitting only if you are ready to get cheated. Jaquar Personnel: -- If you are reading this post, then stop cheating people with fake promises.