NAME-SOHAN SARKAR REGNO-20BEC0767.

Hello. I am Arvind Nayak (Mumbai).

We had booked Kuwait Airways flight Mumbai-Milan-Mumbai from MakeMyTrip site in December
2019 for a Pharma conference. Our visit dates were from 11th October 2020 to 18th October 2020.
But due to COVID, we had to cancel the tickets from the MakeMyTrip app in August 2020.

Kuwait Airways deducted a nominal amount and returned a large amount of our refund to
MakeMyTrip in September 2020 itself. But, since then, we had to run from pillar to post between
MakeMyTrip and Citibank since our Refund amount never got credited to the credit card account as
promised. There was no response to numerous phone calls and mails sent to MakeMyTrip.

Then, on 09th July 2021, I discovered the CPGRAMS site. CPGRAMS means Centralized Public
Grievance Redress & Monitoring System. From that I got Direct PMO - Prime Minister's Office site -
https: //www.pmindia.gov.in/en/main/

From the site given above, in a few words, I wrote my Grievance to the PMO office, attached the
relevant documents (there is such a facility on the site) and a miracle happened.

1. I immediately received a registration no. in my email with all details of my complaint.

2. I got the name, email ID and direct phone number of the officer to whom my complaint has been
forwarded. It all happened in 1-2 days.

3. On 13th July I received an email from MakeMyTrip (on instructions of the Ministry of Tourism)
asking for a few details.

4. Everyday, I could track the progress of my complaint myself by entering the registration number-
complete Transparency!!

And then, another MIRACLE happened on 19th July 2021. The refund amount was CREDITED to the
bank account by NEFT from MakeMyTrip!!

Really COMMENDABLE!! No words to praise this fantastic initiative by the government- and it
REALLY WORKS!!

It just shows the efforts of the government towards bringing full transparency in their working and
their genuine concern for the citizens and their grievances!

KUDOS to all concerned!!

Putting up this post so that it can help genuinely aggrieved citizens!!

CPGRAMS stands for Centralized Public Grievance Redress & Monitoring System
PMO site- https: //www.pmindia.gov.in/en/main/

A Centralized 

Public Grievance Redress And Monitoring System (CPGRAMS)

has been established by the Government of India at http://www.pgportal.gov.in 

Can you imagine this is happening in INDIA ? 

The govt. wants people to use this tool to highlight the problems they faced while dealing with
Government officials or departments like

1) Railways

2) Posts

3) Telecom

4) Urban Development

5) Petroleum & Natural Gas

6) Civil Aviation

7) Shipping , Road Transport & Highways

8) Tourism

9) Public Sector Banks 

10) Public Sector Insurance Companies

11) National Saving Scheme of Ministry of Finance

12) Employees' Provident Fund Organization

13) Regional Passport Authorities

14) Central Government Health Scheme

15) Central Board of Secondary Education

16) Kendriya Vidyalaya Sangathan

17) National Institute of Open Schooling

18) Navodaya Vidyalaya Samiti

19) Central Universities

20) ESI Hospitals and Dispensaries directly controlled by ESI Corporation under Ministry of Labour.

Many of us say that these things don't work in India . 

A few months back, the Faridabad Municipal Corporation laid new roads in an area and the residents
were very happy about it. But 2 weeks later, BSNL dug up the newly laid roads to install new cables
which annoyed all the residents. A resident used the above listed grievance forum to highlight his
concern. To his surprise, BSNL and Municipal Corporation of Faridabad were served a show cause
notice and the guy received a copy of the notice in one week. Government has asked the MC and
BSNL about the goof up as it's clear that both the government departments were not in sync at all. 

So use this grievance forum and let all the country men/women/youth who don't know about this
facility. 

This way we can at least raise our concerns instead of just talking about the 'System' in India . 

Invite your friends to register their grievances at this portal and ensure that citizens are heard and
get the responses that are their due

Inspite of several intimations (E-Mails and telephone calls), the manufacturer, M/s. Franke Faber
India Pvt Limited failed to replace one defective chimney motor of my Faber make chimney (CLEO
700 LTW SS, sl. No.811314783) which is under life time warranty (purchased in the name of my wife,
Susmita Sarkar) against my registered service call no. KOL1007210429 dated 11th July 2021. Also, the
manufacturer has failed to give any assurance for replacement of the defective motor in due course
till now. As per relevant Lifetime warranty card no. KOL 0958586 and respective part of user manual
(file enclosed) my demand for replacement of defective motor is genuine.

The interactions with M/s. Franke Faber India Pvt Limited (customercare), made through E-mails are
given hereunder,

A.
Binode Sarkar <binodesarkar@gmail.com> Jul 10, 2021, 6:17 PM

to customercare

Sir,

My Faber make chimney (CLEO 700 LTW SS, sl. No.811314783, under Lifetime warranty) has been
making huge noise while running since fortnight.

Your authorised service provider, M/s CITI Service, kolkata has already inspected the chimney during
their cleaning contact and confirmed the defect of one motor on today.
So please take early action to replace the defective motor with your kind response.

My Lifetime warranty card no. is KOL 0958586.

Y/F,

Susmita Sarkar,

C/O, Binode Kumar Sarkar.

Mobile no. 9830459147

& 9748353791.

B.

KS-customercare IN <KS-customercare.IN@franke.com> Sun, Jul 11,

11:39 AM
to me

Dear Customer, 
  
Many thanks for contacting FABER Customer Care. 
  
With regards to your mail , we have registered the Complaint  and our local Service Team will
contact you shortly. Your request No is KOL1007210429 
 
Due to the current Covid situation, please expect a delay in response.  
  
Assuring you the very best in services and look forward to your continued patronage. 

Thanks & Regards

****************************************************
Customer Care Team | 
Franke Faber India Pvt Limited | Konark Icon | 5th Floor |
Office No.505 | Magarpatta City Road | Hadapsar | Pune - 411028 |
Corporate Identity Number- U99999PN1997PTC107240
Toll Free No : 1800 209 3484 | ks-customercare.in@franke.com | www.faberindia.com

C.

Binode Sarkar <binodesarkar@gmail.com> Fri, Jul 30,

10:03 PM
to KS-customercare

Requisite service for replacement of defective chimney motor against registered

service call, KOL1007210429 has yet been received. Please expedite the process with a
confirmation by return mail. This is urgent.
B.K.Sarkar/Susmita Sarkar.

D.

KS-customercare IN Sat, Jul 31,

8:25 PM
to me

Dear Customer,  

We are in receipt of your e-mail regarding the problems being faced in the product. At the very
outset please accept our apologies for any inconvenience caused on account of our products or
services. 

Based on your feedback we have taken up the matter with our concerned authorities in service
center, to understand the exact concerns and give the resolve for the same on Priority.

Please be assured that the required action will be executed at the earliest. We appreciate your
diligence in pointing out your concern to us and sharing your experience as a valuable feedback.  

Assuring you the very best in services and look forward to your continued patronage.    
 

Thanks & Regards

****************************************************
Customer Care Team | 
Franke Faber India Pvt Limited | Konark Icon | 5th Floor |
Office No.505 | Magarpatta City Road | Hadapsar | Pune - 411028 |
Corporate Identity Number- U99999PN1997PTC107240
Toll Free No : 1800 209 3484 | ks-customercare.in@franke.com | www.faberindia.com

E.

Binode Sarkar <binodesarkar@gmail.com> Wed, Aug 4, 7:43 AM (10

days ago)
to KS-customercare

At present the specified defective motor just stop running.I yet to get any comments
positive response from your side since your last feedback.Want to get replacement
of the defective motor at the earliest with returned mail confirmation.

F.
KS-customercare IN Thu, Aug 5, 11:44 PM (9
days ago)
to me

Dear Customer, 
  
At the very outset please accept our apologies for any inconvenience caused on account of our
products or services. 
  
With regards to your mail , we have escalated your complaint to our Senior Service Executive who
will personally look into the issue and resolve the same on priority. You may also call him on below
mentioned number. 
  
Mentioned below is his contact details for your ready reference :                       
  
Name – Mr. Somnath Ganguly
Mobile - 9830353205
  
Assuring you the very best in services and look forward to your continued patronage.  

Thanks & Regards

****************************************************
Customer Care Team | 
Franke Faber India Pvt Limited | Konark Icon | 5th Floor |
Office No.505 | Magarpatta City Road | Hadapsar | Pune - 411028 |
Corporate Identity Number- U99999PN1997PTC107240
Toll Free No : 1800 209 3484 | ks-customercare.in@franke.com | www.faberindia.com

G.

KS-customercare IN Fri, Aug 6, 9:37 PM (8

days ago)
to me

Dear Customer, 
 
Many thanks for writing to FABER. 
  
With regards to your mail , kindly scan and send us the purchase invoice , user manual cover page
and installation receipt provided by our authorized service centre also. 
  
Assuring you the very best in services and look forward to your continued patronage.  

Thanks & Regards

****************************************************
Customer Care Team | 
Franke Faber India Pvt Limited | Konark Icon | 5th Floor |
Office No.505 | Magarpatta City Road | Hadapsar | Pune - 411028 |
Corporate Identity Number- U99999PN1997PTC107240
Toll Free No : 1800 209 3484 | ks-customercare.in@franke.com | www.faberindia.com
H.

Binode Sarkar <binodesarkar@gmail.com> Aug 7, 2021, 1:37 AM (7

days ago)
to KS-customercare

In response to your clarification, I am enclosing the following scan copies of

documents for your early action please.
I have already sent some scan copies of documents/my registered phone number
(9830459147) to two of your service representative, Mr. Kaushik Chakraborty
(9830116342)& Mr. Somnath Ganguly (9830353205) against their telephone calls
yesterday.

3 Attachments
 
 
I.
Binode Sarkar <binodesarkar@gmail.com> Sun, Aug 8, 9:58 AM (6
days ago)
to KS-customercare

Further to my all previous emails I reiterate that Replacement of one defective

chimney motor of Faber chimney under Lifetime warranty has not been done till date
causing severe problems with the same. I require your Immediate remedial action
about the issue.

J.
KS-customercare IN Sun, Aug 8, 5:24 PM (6
days ago)
to me

Dear Customer,   
 
Many thanks for writing to FABER.   

We will arrange a call back.

Thanks & Regards

****************************************************
Customer Care Team | 
Franke Faber India Pvt Limited | Konark Icon | 5th Floor |
Office No.505 | Magarpatta City Road | Hadapsar | Pune - 411028 |
Corporate Identity Number- U99999PN1997PTC107240
Toll Free No : 1800 209 3484 | ks-customercare.in@franke.com | www.faberindia.com
K.