Feel extremely cheated! Zero customer support! Been able to use machine only 47 days in 7+ months of having it!
I have no words for how mistreated and cheated I feel right now. I would like to share a timeline here pls: 1. I placed order for a Rotimatic Next machine, with purchasing 3 year additional warranty - vide order number 74712 - on 27th Oct 2025 2. My machine was delivered to me on 24th December 2025. 3. Its dough catcher/ kicker stopped working from 23rd March 2026. I reported issue on 23rd March (on chat) and on 24th March (on email) and then sent multiple email remindera after that 4. Finally On 31st March got email from Rotimatic support person (Cherry) that replacement part despatch is initiated. 5. On 9th April after many follow-ups, I finally got tracking detals of the courier sent of the replacement part 6. On 14th Apr 26, the replacement catcher was delivered to my home - I missed delivery so I collected from Aramex warehouse in-person on 17th Apr 26. 7. On 4th Jun 26 - Just 47 days from receiving this replacement catcher- I emailed to inform you that the replacement part sent WAS ALSO NOT WORKING! - it looks like another faulty part was sent to me! PS: This is after being told for weeks (before sending this part) that the "replacement part is going through thorough testing" before it was despatched to me! 8. So from 4th June, I was back to where I started on 21st March - with a rotimatic NEXT machine that was unable to make any rotis for me & my family! 9. On 5th Jun (Cherry) confirmed that a new replacement part for catcher will be shipped and delivered within 2-3 weeks. 10. No shipping information was received after though. 11. on 13th June, after multiple follow-ups at my end, again I was told by another Rotimatic support person (Shobhit) that it will be another 2-3 weeks before it is despatched. 12. On 18th July - completely frustrated I followed again- as I had received no part and no shipping information either, even though 5+ weeks had passed since your last email. 13. On 22nd July, (Shobhit) then replied that it will take 3-4 weeks more to despatch! Forget me- can you pls even explain the above timeline to yourself?? From delivery date of 24th Dec 2025 to till date(27th July 2026), that is in the 7+ months I have had the Rotimatic Next machine , I have been able to use it as it is supposed to be used, only for 47 days - just 1.5 months!! Additionally while I have been waiting for you to provide me a working dough catcher / kicker since 23rd March 2026, I have sometimes been using the machine just to make dough balls for me and then I make the rotis myself on my cooktop. It saved me sometime of kneading dough. However since 15th July 2026, the dough ball is also not being formed by the machine. I did a troubleshooting session with Rotimatic Next team for this issue. The issue & diagnosis is summarised here : * there is No leaking from the water container before the Rotimatic machine starts, meaning water container doesn’t leak when sitting idle. (All containers and the entire Rotimatic next machine has been throughly cleaned) * As soon as I start machine and it draws water to make dough ball, the water container begins continuously dripping from the nozzle at the bottom of the container. * The dripping doesn’t stop after the required amount of water has been dispensed into the stirrer cup. * Consequently, The stirrer cup becomes flooded, resulting in wet, slurry-like dough. * Photos attached for your reference The Rotimatic support official confirmed that the Rotimatic should dispense water in small measured bursts and then stop immediately. So this is a hardware fault, not a maintenance issue. They confirmed it is a faulty water tank outlet valve causing issue. Given our machine is within warranty period, they said a replacement water container free of charge will be dispatched to me. I told them of this open case for replacement dough catcher/ kicker part and they asked me to email you about this issue so both the replacement parts can be dispatched together. However since 23rd July I have been sending daily reminder emails to Rotimatic and simplistic support teams and individual support people I have emails of - for both of these replacements parts- there is not even an acknowledgement of my emails, forget a response with a solution! If anyone from Rotimatic support is reading this - MY URGENT REQUEST Can you pls understand and empathise with my situation and oblige by expediting dispatch of: 1. Brand new replacement part for dough catcher/ kicker 2. Brand new replacement part for the water container So that I may use my Rotimatic next machine again?