I bought a Futura 2 litre Pressure cooker from Lotus enterprise in chilkkadapally on 610 2010 for taking to UK as a gift for my son and daughter-in-law. I opened it there and to my dismay I found steam escaping from all the sides. So I bought a fresh gasket thinking that the problem was being caused by it. But still steam continued to escape making it useless as a pressure cooker. So I called the mumbai office from UK a couple of times to appraise them of the problem. I am giving under the correspondence that followed:
RE: Defective Futura pressure cooker
Monday, November 8 3:21 PM
From:
"Marvin Joyner"
Add sender to Contacts
To:
"jayamma krishnamachari"
Dear Jayamma,
I hope you are well and I am disappointed to hear about your situation and the lack of response from Hawkins. I have contacted the consumer department of Hawkins to register you grievance and included your email below.
I hope to have some contact with them before the end of today and will hopefully have a resolution for you within the next couple.
In regards to the issue I would have said that it would be a problem with the gasket but because this has already been replaced I’m not sure what the problem might be.
Although we are a supplier of the Hawkins range we do not represent Hawkins as a company but we will attempt to resolve this issue as quickly as possible.
In the meantime if you have any further queries please do not hesitate to contact us.
Regards
Marvin Joyner
The Direct Tableware Company Ltd | The Professional's First Choice
Cutlers House | Lumen Road | Royston | Hertfordshire | SG8 7AG
Tel: 44 (0) 1763 248008
Fax: 44 (0) 1763 249009
Email: [email protected]
Trade website: www.directtableware.com
P Please consider the environment before printing this email
This email is confidential. Any unauthorised use or disclosure is prohibited.
From: jayamma krishnamachari [mailto: [email protected]]
Sent: 07 November 20:41
To: Marvin Joyner
Subject: Defective Futura pressure cooker
Dear sir,
I bought a two litre Futura Pressure cooker from Hyderabad, India, on 6102010 as a gift for my son living in Leicester, UK .I did not check it out in India since I have been a user of Hawkins Pressure cookers for nearly fifteen years now and I have never had any problems with them. On my arrival in Leicester on the 14th of October I wanted to use the Pressure cooker and to my horror I found that the steam leaks from all the sides. I took it to a shop here and bought a new gasket thinking that the problem might be caused by the one that came with the product. But the problem has been persisting. I called the Head of the customer division of Hawkins in Mumbai. A Mr. CK Suri who is in charge of that department assured me that the would send me the contact of Hawkins centres in UK and though I have made two calls to him in the last one week I am still to hear from the Export Department. I am leaving for India on the 15th of November and if I do not get any redressal for my complaint I am afraid I would have to take up the matter with the Consumer court in India.
Yours is an international brand of Pressure cookers and it is very disappointing that when a customer complains about your product no action is forthcoming from your company.
I look forward to a speedy and satisfactory resolution to this problem.
Jaya Krishnamachari
Dear Jaya,
This refers to your telephonic discussions with our Chief Executive - Consumer Service Mr. C K Suri on November 4 and following message through our U.K. importer The Direct Tableware Company Ltd.
Kindly note we received the information about your telephonic calls late evening on November 4. Thereafter due to Diwali Holidays and weekend replying today.
For understanding the exact cause for the problem you have mentioned, kindly clarify on the following:
1. Serial Number of the cooker preferably as printed on the Guarantee Card. Alternatively the number stamped on the bottom of the cooker.
2. When you carried the cooker from India to U.K. was it in a factory packed carton or without it?
3. Was it carried separately or was it with the other checked in baggage?
4. If loose was it closed with the Lid or both were separate i.e. (body and lid) and was the cooker sufficiently protected with proper packaging surrounding the cooker.
5. If possible send the photograph from the top without the lid and with the lid closed. The rim of the cooker should be clear and sharp.
6. If any other useful information if you feel relevant during the transit.
We would advise our comment on knowing the above informations and Technical Department advise on the possible cause and servicing needs.
Looking forward to hear from you soon.
Best Regards,
SHABBIR LAVANGIA
Senior Gen. Manager – Exports
HAWKINS COOKERS LIMITED
101, Maker Tower –F, 10th Floor,
Cuff Parade,
Mumbai -400 005, INDIA
Tel (9122) 22186607
Fax (9122) 22181190
Email: [email protected]
Website: www.hawkinscookers.com
1071.sl.sp
&-- Original Message &--
From: Marvin Joyner
To: [email protected]
Sent: Monday, November 08 3:14 PM
Subject: FW: Defective Futura pressure cooker
Dear Shabbir,
I hope you are all well. I have received the following email from a Hawkins consumer who understandably seems quite aggrieved. As far as I understand it she has contacted the customer service department to raise this issue and her problem has not been resolved.
Could you take a look into this matter for her and if there is anything that we need to send her free of charge please advise? We will need to be reimbursed should this occur.
Regards
Marvin Joyner
The Direct Tableware Company Ltd | The Professional's First Choice
Cutlers House | Lumen Road | Royston | Hertfordshire | SG8 7AG
Tel: 44 (0) 1763 248008
Fax: 44 (0) 1763 249009
Email: [email protected]
Trade website: www.directtableware.com
P Please consider the environment before printing this email
This email is confidential. Any unauthorised use or disclosure is prohibited.
From: jayamma krishnamachari [mailto: [email protected]]
Sent: 07 November 20:41
To: Marvin Joyner
Subject: Defective Futura pressure cooker
Dear sir,
I bought a two litre Futura Pressure cooker from Hyderabad, India, on 6102010 as a gift for my son living in Leicester, UK .I did not check it out in India since I have been a user of Hawkins Pressure cookers for nearly fifteen years now and I have never had any problems with them. On my arrival in Leicester on the 14th of October I wanted to use the Pressure cooker and to my horror I found that the steam leaks from all the sides. I took it to a shop here and bought a new gasket thinking that the problem might be caused by the one that came with the product. But the problem has been persisting. I called the Head of the customer division of Hawkins in Mumbai. A Mr. CK Suri who is in charge of that department assured me that the would send me the contact of Hawkins centres in UK and though I have made two calls to him in the last one week I am still to hear from the Export Department. I am leaving for India on the 15th of November and if I do not get any redressal for my complaint I am afraid I would have to take up the matter with the Consumer court in India.
Yours is an international brand of Pressure cookers and it is very disappointing that when a customer complains about your product no action is forthcoming from your company.
I look forward to a speedy and satisfactory resolution to this problem.
Jaya Krishnamachari
Dear Jaya,
This refers to your telephonic discussions with our Chief Executive - Consumer Service Mr. C K Suri on November 4 and following message through our U.K. importer The Direct Tableware Company Ltd.
Kindly note we received the information about your telephonic calls late evening on November 4. Thereafter due to Diwali Holidays and weekend replying today.
For understanding the exact cause for the problem you have mentioned, kindly clarify on the following:
1. Serial Number of the cooker preferably as printed on the Guarantee Card. Alternatively the number stamped on the bottom of the cooker.
2. When you carried the cooker from India to U.K. was it in a factory packed carton or without it?
3. Was it carried separately or was it with the other checked in baggage?
4. If loose was it closed with the Lid or both were separate i.e. (body and lid) and was the cooker sufficiently protected with proper packaging surrounding the cooker.
5. If possible send the photograph from the top without the lid and with the lid closed. The rim of the cooker should be clear and sharp.
6. If any other useful information if you feel relevant during the transit.
We would advise our comment on knowing the above informations and Technical Department advise on the possible cause and servicing needs.
Looking forward to hear from you soon.
Best Regards,
SHABBIR LAVANGIA
Senior Gen. Manager – Exports
HAWKINS COOKERS LIMITED
101, Maker Tower –F, 10th Floor,
Cuff Parade,
Mumbai -400 005, INDIA
Tel (9122) 22186607
Fax (9122) 22181190
Email: [email protected]
Website: www.hawkinscookers.com
1071.sl.sp
&-- Original Message &--
From: Marvin Joyner
To: [email protected]
Sent: Monday, November 08 3:14 PM
Subject: FW: Defective Futura pressure cooker
Dear Shabbir,
I hope you are all well. I have received the following email from a Hawkins consumer who understandably seems quite aggrieved. As far as I understand it she has contacted the customer service department to raise this issue and her problem has not been resolved.
Could you take a look into this matter for her and if there is anything that we need to send her free of charge please advise? We will need to be reimbursed should this occur.
Regards
Marvin Joyner
The Direct Tableware Company Ltd | The Professional's First Choice
Cutlers House | Lumen Road | Royston | Hertfordshire | SG8 7AG
Tel: 44 (0) 1763 248008
Fax: 44 (0) 1763 249009
Email: [email protected]
Trade website: www.directtableware.com
P Please consider the environment before printing this email
This email is confidential. Any unauthorised use or disclosure is prohibited.
From: jayamma krishnamachari [mailto: [email protected]]
Sent: 07 November 20:41
To: Marvin Joyner
Subject: Defective Futura pressure cooker
Dear sir,
I bought a two litre Futura Pressure cooker from Hyderabad, India, on 6102010 as a gift for my son living in Leicester, UK .I did not check it out in India since I have been a user of Hawkins Pressure cookers for nearly fifteen years now and I have never had any problems with them. On my arrival in Leicester on the 14th of October I wanted to use the Pressure cooker and to my horror I found that the steam leaks from all the sides. I took it to a shop here and bought a new gasket thinking that the problem might be caused by the one that came with the product. But the problem has been persisting. I called the Head of the customer division of Hawkins in Mumbai. A Mr. CK Suri who is in charge of that department assured me that the would send me the contact of Hawkins centres in UK and though I have made two calls to him in the last one week I am still to hear from the Export Department. I am leaving for India on the 15th of November and if I do not get any redressal for my complaint I am afraid I would have to take up the matter with the Consumer court in India.
Yours is an international brand of Pressure cookers and it is very disappointing that when a customer complains about your product no action is forthcoming from your company.
I look forward to a speedy and satisfactory resolution to this problem.
Jaya Krishnamachari
From:
"exports"
Add sender to Contacts
To:
"jayamma krishnamachari"
Cc:
"Exports"
Dear Jaya,
Thanks for your prompt response.
We appreciate your concern and the inconvenience you are facing with our Futura Pressure cooker. However this is an unique complaint and would need examination by our Technical Department. Kindly therefore bring the cooker back when you return to India and submit is to one of the following Service Centre in Hyderabad :
* Baliram Khiyaram
SULTAN BAZAR
Tel : 24754836
* Sakinala Steel Palace
RASHTRAPATHI ROAD
7-2-655, Opp. Bata
Tel : 27704684
These Service Centres would examine the cooker and advise you suitably the service required or would forward to our factory if necessary.
We would advise you on the further action after examination of the cooker, if the cooker is sent to our factory.
Best Regards,
SHABBIR LAVANGIA
Senior Gen. Manager – Exports
HAWKINS COOKERS LIMITED
101, Maker Tower –F, 10th Floor,
Cuff Parade,
Mumbai -400 005, INDIA
Tel (9122) 22186607
Fax (9122) 22181190
Email: [email protected]
Website: www.hawkinscookers.com
1096.sl.sp
&-- Original Message &--
From: jayamma krishnamachari
To: [email protected]
Cc: [email protected]
Sent: Tuesday, November 09 4:46 AM
Subject: Re: Defective Futura pressure cooker
Dear Mr Lavangia,
Thanks for your message. Kindly note the responses to your queries below.
1. The number stamped at the bottom of the cooker is 94T541106. The design number is 179687.
2.The cooker was carried from India to the UK in a factory packed carton.
3. It was packed in check in baggage with adequate protection. No item in the check in baggage was damaged.
4. Does not apply.
I have already been put to great inconvenience on account of the faulty product, including additional purchases and long calls to India. This is a very disappointing experience for me as a long-standing user of Hawkins pressure cookers.
I would appreciate it if you could arrange for the faulty product to be replaced at the earliest.
I look forward to hearing from you.
Yours,
Jaya.
& On Mon, 11/8/10, exports wrote:
From: exports
Subject: Re: Defective Futura pressure cooker
To: [email protected]
Cc: "Sarah Clifton", "Exports"
Date: Monday, November 8, 5:27 PM
Dear Jaya,
This refers to your telephonic discussions with our Chief Executive - Consumer Service Mr. C K Suri on November 4 and following message through our U.K. importer The Direct Tableware Company Ltd.
Kindly note we received the information about your telephonic calls late evening on November 4. Thereafter due to Diwali Holidays and weekend replying today.
For understanding the exact cause for the problem you have mentioned, kindly clarify on the following:
1. Serial Number of the cooker preferably as printed on the Guarantee Card. Alternatively the number stamped on the bottom of the cooker.
2. When you carried the cooker from India to U.K. was it in a factory packed carton or without it?
3. Was it carried separately or was it with the other checked in baggage?
4. If loose was it closed with the Lid or both were separate i.e. (body and lid) and was the cooker sufficiently protected with proper packaging surrounding the cooker.
5. If possible send the photograph from the top without the lid and with the lid closed. The rim of the cooker should be clear and sharp.
6. If any other useful information if you feel relevant during the transit.
We would advise our comment on knowing the above informations and Technical Department advise on the possible cause and servicing needs.
Looking forward to hear from you soon.
Best Regards,
SHABBIR LAVANGIA
Senior Gen. Manager – Exports
HAWKINS COOKERS LIMITED
101, Maker Tower –F, 10th Floor,
Cuff Parade,
Mumbai -400 005, INDIA
Tel (9122) 22186607
Fax (9122) 22181190
Email: [email protected]
Website: www.hawkinscookers.com
1071.sl.sp
&-- Original Message &--
From: Marvin Joyner
To: [email protected]
Sent: Monday, November 08 3:14 PM
Subject: FW: Defective Futura pressure cooker
Dear Shabbir,
I hope you are all well. I have received the following email from a Hawkins consumer who understandably seems quite aggrieved. As far as I understand it she has contacted the customer service department to raise this issue and her problem has not been resolved.
Could you take a look into this matter for her and if there is anything that we need to send her free of charge please advise? We will need to be reimbursed should this occur.
Regards
Marvin Joyner
The Direct Tableware Company Ltd | The Professional's First Choice
Cutlers House | Lumen Road | Royston | Hertfordshire | SG8 7AG
Tel: 44 (0) 1763 248008
Fax: 44 (0) 1763 249009
Email: [email protected]
Trade website: www.directtableware.com
P Please consider the environment before printing this email
This email is confidential. Any unauthorised use or disclosure is prohibited.
From: jayamma krishnamachari [mailto: [email protected]]
Sent: 07 November 20:41
To: Marvin Joyner
Subject: Defective Futura pressure cooker
Dear sir,
I bought a two litre Futura Pressure cooker from Hyderabad, India, on 6102010 as a gift for my son living in Leicester, UK .I did not check it out in India since I have been a user of Hawkins Pressure cookers for nearly fifteen years now and I have never had any problems with them. On my arrival in Leicester on the 14th of October I wanted to use the Pressure cooker and to my horror I found that the steam leaks from all the sides. I took it to a shop here and bought a new gasket thinking that the problem might be caused by the one that came with the product. But the problem has been persisting. I called the Head of the customer division of Hawkins in Mumbai. A Mr. CK Suri who is in charge of that department assured me that the would send me the contact of Hawkins centres in UK and though I have made two calls to him in the last one week I am still to hear from the Export Department. I am leaving for India on the 15th of November and if I do not get any redressal for my complaint I am afraid I would have to take up the matter with the Consumer court in India.
Yours is an international brand of Pressure cookers and it is very disappointing that when a customer complains about your product no action is forthcoming from your company.
I look forward to a speedy and satisfactory resolution to this problem.
Jaya Krishnamachari
THere has been more correspondence but nothing has come of it. I have been a user of Hawkins Pressure cookers for nearly rwenty years now and that is the reason I bought this product but sorry to say the company doesn't seem to take consumers seriously. After much thought I have filed this compalint so that I can get some redressal for my complaint. I am a senior citizen and it pains me to see the attitude of our companies. In the Uk I found that if you bought something unsatisfactory you could get it replaced without any problem. I hope the consumer complaint cell will help me in the matter.
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