[Resolved]  Eureka Forbes / Aquaguard — Zero customer orientation

Address:

Chennai, Tamil Nadu

I raised a complaint 10-12 days back, the service agent said, I was not appearing on their system, and said he has to take a manual complaint. I have been a customer of Aquaguard for 5 years already (regularly when they need to collect the AMC fees, that service is very prompt).. After being a customer for 5 years, I am told I am not on their system, so the agent raised a manual complaint and gave me a number 85022315. No one called me back, then when I called up the service desk again, he mentioned this SR belonged to a customer in Kolkota. So question is what happened to my SR (assuming I might have misheard the SR number)? Then I raised another SR 8 days ago 85052023, technician said he will come but did not turn up, I lost 2 days of leave also staying at home waiting for this . When I called this technician, he gave me a crappy response - he does not have filters and go to service center and bring (how could he be doing service without filters ?????). Again I called back the helpdesk, CSR said they can not connect me to the supervisor. I tried to escalate this thru EuroForbes website, then I understood that there is no escalation process for so called 'manual service requests'. I called the technician from a different phone, and he answered, and said he will turn up today, and as expected he did not. So created one more SR b[protected]bc referring to the original SR 85052023. So following things seem to be traps;
- EuroForbes 'deliberately' raises manual SRs to avoid resulting in escalations.
- EuroForbes does not maintain a system of scheduling the services ahead of time, and call the customer and come. In my case, the last service was given 8 months back. Offcourse full AMC amount.
- EuroForbes 'delberately' does not send any of the SR information on SMS or emails.
- Why did someone not call back to check if the service was done (basics of CRM)? Deliberate attempt to suppress the truth.

They seem to be a great adapters of zero customer orientation/ zeo accountability model.