[Resolved] Eureka Forbes — Pathetic Customer Service | |||
I bought a Aquaguard RO in the month of July 2010. It was working well since, until recently. From the 1st week of June 2011, the water failed to come out of the purifier. We logged a complaint on the 3rd June asking them to service the same. The service technician came and informed that the membrane is defective and needs replacement. He said that it was not available and will take a week or so. ( imagine Eureka Forbes Aquaguard having no membrane as Stock!!) We werent happy with the response and called the call center to get it replaced soon as we were not having good water supply. I called them on the 5th, 6th 7th & 8th and everytime, the response we recd " We will get back to you in 24hrs" but in reality no one turns up. You will have to keep running behind them for this. Finally after all the attempts, we managed to a tech to come over and he got a defective and used membrane. We were told that warranty cover replacement of parts but he said that it is not so and this all the help that they can offer. I again called them and spoke with Arun ( suppose to be supervisor in their Banglaore cal center) who gave another number to call. The number was incorrect and evertime I call , this guy being a floor supervisor is either on his breaks or personal calls ( as informed by his team members) If my problem of replacing the defective is not taken up in an another day or two, Ill have notice served to all the members that I have spoken with and also the corporate office for their lethargy and heights o[censored]naccountable behaviour. My sincere advice - to who wish to buy Aquaguard products or even thinking about it - BEWARE!!!! Was this information helpful? | |||
Aug 13, 2020 Complaint marked as Resolved | |||
 2 Comments | |||
Comments
After getting trouble myself on Silver Surety, a model of RO symtem of Eureka Forebes since April 2009 and seeing uncounted nos of bitter experience of people like me, it is better to say either all the guys belongs to this company are having thick skin or simply doing fraud business drill with common people. people have to make a platform against this company outright all over the world.
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10-2-289/25, 3rd Floor, Sri Laxmi Complex, Shantinagar Colony, Masab Tank, Hyderabad, Andhra Pradesh, India - 500028
View all Eureka Forbes contact information
Rahul Gupta
805, Rosebay, Omaxe Green Valley,
Sec 41-42, Faridabad
Haryana 121003
Ph [protected]
I made the payment by cheque but fortunately, immediately after the delivery, the so called RO stopped working and after complaining for the same in entire world, the engineer was trying to replace the faulty part. I got the response from customer service just after 2 days of purchase that the machine cannot be replaced as it is under warranty and the faulty parts will be replaced free of cost. I immediately placed a STOP PAYMENT to my cheque and then, entire Eureka Forbes staff of not only Faridabad office but also the regional controller was calling and trying to convince me on the service. And finally, after giving them the warning, they replaced the machine with a mutual agreement that after every 3 months, their would be a free RO checkup as per the terms & conditions.
Having said that, after four months of purchase, firstly their was no service done by the service center and secondly, the RO has again started mal functioning. The tap of the RO is leaking. Effective 14th April, I tried to lodge a complaint on below and their responses are as follows:
1. Divisional Sales office: A-8, 2nd Floor, Rani Bagh, Nehru Centre, NIT, Faridabad. They clearly says that they are unable to help me in this regard as my house does not comes under their purview whereas the product was sold and service commitment was given from them only. They asked me to call either Area sales office or the Sec 31 office.
2. Area Sales Office: A34, 1st Floor, Kailash Colony, New Delhi – The also refused to do the service as they also gave me the same reason.
3. Sec 31 office (No Address available. Phone numbers are[protected], [protected]) – After registering the complaint, an engineer (Mr. Parminder – [protected]) turns and mentions that the respective part has got damaged (I do not know in just 4 months) and needs to be replaced which can be done after 15 days as they does not have the same in stock.
4. Customer Helpline – 39883333: Lodged another complaint on helpline with a complaint number [protected] and had spoken to 4 individual like Rakesh, Manish, Mohit etc but no resolution till date.
I tried approaching the center head of both the sale offices (Mr.Rakesh and Mr. Sanu) but the operator are so rude and blunt and reluctant to even listen to the customer’s concern.
I tried calling the person who sold me the machine (Mr Harinder Ratra – Group Customer Sales Specialist at [protected] and Mr Vikas Malik at [protected]) seeking help because at the time of purchase, I wanted to purchase three RO’s (one for self and two for my relatives) and both these individuals were after my life and virtually visiting and calling me daily asking when am I purchasing other two RO’s with a commitment that they would be looking after by post sales service. These two people are also now just passing the ball from one office to another and besides resolving my issue, they are still asking whether I would be purchasing other RO’s or not.
Now after spending so much of my time and energy, I am forced to think to file a legal case in the court of law in consumer forum. I would really appreciate incase someone senior can take this up and help me in resolving my issue as I strongly believe that this would be in a benefit for both o[censored]s.
Rahul Gupta
[protected].