Subject: Store purchase: HomeCentre
From: Manish Kumar <[email-masked]>
To: escalations dxbteam <[email-masked]>
Cc: Seeta Seeta <[email-masked]>, Shakeeb Arsalan <[email-masked]>, Apoorv Joshi <[email-masked]>
Date: Wed, 21 Apr 2021 00:53:26 -0700 (MST)

Hi Team, 

The customer has reported that he had purchased a Sofa from the store in Dec 2017 with a warranty of 5 years. For reference see the attachment and assist us to close this case. 

Case id - 2254884 
Customer contact number: 97542346 
Email id - [email-masked] 

As per the customer below is the issue: 

" 
From the time we purchased the sofa, we noticed that some seater cushions would compress more than the other. We thought that this was normal. 
However, over time these defective seater cushions started collapsing further, which is when we complained the first time (as this was clearly a quality issue). Your technical team visited, examined and told us that they would get back to us. Obviously, they did not, and after several failed attempts, when we got in touch with them, they told us that this sofa is out of production, and that they could not do anything for us. Note that we had never asked for a replacement, but only repair of the defective sofa that was sold to us. 

As we never got a positive reply from your team, we were fed up with the situation, until recently when we noticed that the seater with the weak springs and collapsed cushion had caused a break in the seater frame. The springs had begun tearing into the cushions as well. We realised we couldn't ignore this any further and visited your shuwaikh showroom personally to lodge another complaint. 
Once again we were promised a solution, that never happened, which is when we raised a formal complaint to you, as clearly your customer facing teams were not cooperative and responsive to our request. 

I trust my explanation is clear enough, and sufficient to initiate a solution from your end. Feel free to call me should you need any further details. 

Awaiting your response at the earliest." 

For reference see the attachment and advise for the same. 

Thank you for your help. 

Regards, 
Manish