Imagine that you bought a new shiny high end refrigerator from a leading brand company and upon delivery discovered scratches and dents on the fridge surface? You would expect product replacement irrespectively whether the refrigerator performs properly or not. Well, Chromagen, the company that positions itself as a market leader of the Israeli water heating market, has a different opinion.
E.E., the customer in Haifa, have ordered a new 80 liter Chromagen electric boiler directly from the company and paid NIS 2109 for boiler and installation. On Friday, 24.07 2020, two technician brought the boiler for installation to E.E. apartment. E.E. has been unpleasantly surprised to find that the boiler had dents and open seam. She contacted the service department to report the damages and was told to wait for further instructions. No instructions came, the office closed for coming Saturday and technicians pressured E.E. to complete installation.
The service representatives of Chromagen has refused to accept any responsibility for external damages, claiming that external damages are common to Chromagen boilers and that as long as they do not affect heater’s performance the company has no responsibility whatever to the customer.
What do our readers think of that? What is opinion of Israeli Consumer Rights Association?