The new Faber Gas cook top glass broke with a blast. Both Croma and Faber are not replacing the unit

M

mahendraa

New member
Dealer Name
Croma, Vijay Nagar, Indore, MP
Company Name
Faber
Product Name
Faber Cooktop Genius 753.Black AI(300610)
Customer Care Number
1800-209-3484
Loss Amount
16201
Ratings
1.00 star(s)
Opposite Party Address
PT6-804, Shalimar Township, AB Road Indore, 452010
We are USA citizen, OCI holder. Trying to set up our home in Indore. We bought a new high end Faber Gas cook top, automatic switch, with glass surface from Croma Store in Vijay Nagar Indore. We were told; this glass is the best in all. This cook top was installed in our flat, PT6-804, Shalimar Township, AB Road Indore on January 21st , 2025, we paid Rs 400 for installation as well. We had a death in family so, we went out of Indore on January 24th , 2025, and came back Indore on February 6th , 2025, night after completing Sanskar. We started using this Faber cook top from February 7th , 2025. On February 14th , 2025, around 130PM to 2PM, while my wife and cook were cooking simple potato veggie and Dal on this cook top, its surface glass blasted with boom and glass scattered all over the place in kitchen. We called first Croma, explained the incident and requested to replace this cook top with a stainless steel automated Gas cook top, because both, my wife and cook are scared to use this glass cooktop. Croma assured us and talked to Faber, launched a complaint with Faber. Since then, we have been going back and forth with Croma and Faber. They are offering to replace the glass surface, instead of offering the stainless-steel cook with automatic switch. This is a dangerous product. God bless us, in this incident, both my wife and cook were not hurt. if we continue using this product, another incident can have either serious injuries or even life threatening. We will pay the cost difference if reasonable. Or refund our money cost paid $15800.33 + Rs 400 installation fee to Faber = Rs 16200.33. This is so new, used only 8-9 days and with numerous calls with both Faber and Croma, they are not replacing this Faber cook top Please kindly help. I have picture after the blast with broken glass everywhere, I have invoice, I have Faber warranty card, everything Croma and Faber provided. I don't see any place here to attach them, but if needed, I can provideall documents to you. Again, kindly help.
 
Hello @mahendraa ji,

I'm sorry to hear about the distressing incident with your Faber gas cooktop. It's concerning that the glass surface shattered during regular use, and it's understandable that you and your family are apprehensive about continuing to use this product.

Given that both Croma and Faber have not provided a satisfactory resolution, you have the option to escalate this matter by filing a formal complaint with the Consumer Forum near you. The Consumer Protection Act, 2019, empowers consumers to seek redressal for grievances related to defective products and deficient services.

Steps before filing case in Consumer Forum:
  1. Document the Incident: Gather all relevant evidence, including the purchase invoice, warranty card, photographs of the damaged cooktop, and any communication records with Croma and Faber.

  2. Draft a Complaint, Affidavit and other Documents: Clearly outline the details of the incident, the product defects, and the response (or lack thereof) from the retailer and manufacturer. Specify the resolution you seek, such as a replacement with a stainless steel cooktop or a full refund. Compensation and the litigation charges.

  3. Online Submission: You need to submit the documents online through the E-Jagriti Portal.

  4. Legal Assistance: Consider seeking guidance from our legal professional specializing in consumer rights to ensure your complaint is comprehensive and effectively presented.
Thanks
 
In E-Jagriti portal, the sub category is mandatory field but it's drop down button doesn't show any options, hence, I am blocked on filing complaint. Please help or guide. Thanks.
 
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