гръмна ни стъклото на фурната горение

To whom it may concern:

Dear decision-makers in Gorenje,

I am approaching you with the hope that the Gorenje Group does want to know what I have to say, as I am a client of yours as hundreds of thousands others.

Three months ago I have bought built in stove Gorenje (BO 7367 AX) in Bulgaria. Few days ago as I was cooking dinner in my brand new Gorenje oven when we have heard very loud explosion. We rushed into the kitchen and realized that the glass of the oven (the one which is in the inside) has exploded and has broke into thousands of peaces.

I have contacted the company that is responsible for after-sale service in Bulgaria ("G-Service" AD), the people there informed me that "this happens" and Gorenje does not provide warranty in such cases. They advised me to order a new glass, which will cost 1/4 of the price of the oven, will be delivered in some 20 business days and I will be happy to have my oven ready-to-cook then. I have asked whether they can guarantee that this new glass will not explode again, they said they do not provide such a guarantee and this may happen again and again.

I have called the Bulgarian Consumer Protection Commission and asked them for advice given the situation and the refusal of the official after-sale service provided for Gorenje in Bulgaria  to take responsibility and provide us with an oven glass that is safe and complies with all the applicable standards for heat-resistance, stability etc. The Commission has confirmed that this must be fixed by Gorenje (regardless of the reservations that Gorenje Bulgaria have included in the local warranty certificates, which is separate mostly legal issue). The Commission advised me to file a complaint to the store that I have purchased the product from. 

I have called the store where I have bought the Gorenje oven (ET "Georgi Arnaudov") and the manager of the store, explained that Gorenje do not take any responsibility for their oven glasses exploding under certain temperature. I have asked him to register my complaint in accordance with the law and to proceed further in a manner required by mandatory provisions of the Bulgarian law. He advised me to call Gorenje Bulgaria and explain them the situation as he said that it is all decided on a case by case bases, but the prevailing practice is that Gorenje Bulgaria does not take responsibility in case of exploded glasses.

I have called Gorenje Bulgaria and talked to the deputy manager of the company and have explained her the situation. She was very nice to listen to my story and she has confirmed that Gorenje Bulgaria does not provide warranty for exploded glasses of the ovens.
Dear decision-makers in Gorenje,

in case you are not informed by your Bulgarian partners or local consultants, I do inform you that consumer's protection laws and regulations do apply in the current case and any company selling products in Bulgaria needs to comply with the mandatory provisions of the Bulgarian law, which in fact transpose the European Consumer Protection Directives.

In fact, I do believe that the Consumer Protection and Product Liability Policy of Gorenje is the same Europe-wide. Thus, I do not understand the position taken by Gorenje Bulgaria and wonder if this has been approved globally in the company. I wonder whether in Germany (for example) Gorenje Vertriebs GmbH would refuse to provide warranty in the discussed case.

Dear decision-makers in Gorenje,

The position of Gorenje Bulgaria not providing warranty for exploded glass of a Gorenje oven is:
- unacceptable in the context of the leading market position of Gorenje and its global commitment for Social Responsibly and Quality Products;
- illegal as it is in breach of mandatory provisions of the Bulgarian consumer protection laws and regulations;
- it does causes damage to the reputation of the brand, which is the most valuable asset of your company and it is so difficult to repair.   

My best regards and wishes for unceasing strive for ever increasing quality services.

I am looking forward to hearing your views on the above.

Sincerely,