Dear The Real Singapore,
We bought a Akira jug kettle (model JK 1720C quick boil) this year March at NTUC Ang Mo Kio Hub.
A Few weeks ago I found out that the filter of the jug kettle had melted. I was shocked why the filter melted. My whole family include a 5 months baby and my elder son 14 years old had drank the boiling water from this jug kettle.
I had make a complain regarding this matter to Akira, NTUC Fairprice and SPRING. NTUC Fairprice is still in the process in investigating and Spring replied that although there is a safety mark from them, they only checked whether the item will cause fire harzard, example explode when used. They did not check for quality and performance for the item.
Actually I'm surprise by the answer that they have given. I think a lot of people don't know about it.
I thought that a safety mark meant that it has been fully quality tested to ensure that it is SAFE.
As for Akira , they sent 2 customer officers to my house to know what actually happened. It really make me frustrated and angry about how they handle this serious matter of mine! They just tell me blindly that the filter is made of Nylon 60 and is safe to consume without any certification to prove.
Can I ask who want to eat plastic?
If we can eat plastic then I rather eat plastic rather than rice as it cheaper. Will you let your family to consume plastic? They bring a big file of certification that wanted to prove to me that their item is safe to use! But when I asked for material report of the filter they can't find. So, they want me to give them time to find and get back to me ASAP.
I asked them to send me a copy of the report so I can know what material we had consumed and we can tell the Doctor! I told them a 5 months baby drinking plastic is a serious matter.
Despite telling them all this, I waited for almost 1 week, call and message the customer service officer but failed to answer or get any reply!
The last message that I was given is "sorry office is closed so can't check!"
After a few message of telling them of how irresponsible they are, at last the senior manager called up. So, the senior and assistant manager came down and they said sincerely sorry of how the 2 staff handle my case.
They started to show me the certification that can prove that the item is safe to be used. But I want to see the material report so the senior manager showed me a report that is in Chinese version.
I don't understand at all! I asked the senior manager to explain to me. I started to point to the first Chinese word on the report and asked him to explained. OMG! He can't even read the first Chinese word and he can showed me a report that himself don't understand at all and said the filter is made of nylon and the item is safe to used! Really treat me like a fool!
They started to say that they would pass my case to the insurance company and not going to interfere this matter. Any information or query pls asked the insurance company. I feel so upset and helpless!
Waited for almost 1 week, I did not receive any call from the insurance company so I have no choice is to message Akira again. They reply me said the insurance will called me the next day! Now still in the process of waiting for them to choose a lab to test for the material. Everything is so slow!
If the company is sincerely sorry of what happened they should act immediately! But everything I have to keep on pestered them for answer. I really can't sleep for the past few weeks as I really worried about my 5 months baby development but nothing I can do!
Only have to wait as my doctor said now is to monitor my baby and wait for their answer! Don't wish to send my baby for unnecessary treatment. Parents out there can you feel my pain and anger?
Concerned Parent
TRS Contributor