Eureka Forbes — Aqua Guard out of service

Address:

New Delhi, Delhi

Hi, I am Mrs Kanchan Khanna, R/o E-71A/1, Naraina Vihar, New Delhi. I have been using the Eureka Forbes Aqua Guard since 1987. The service quality and product was very good in the initial years of its purchase. I have taken an AMC of the Aqua Guard from Inderpuri Service branch which is run by Mrs Geeta Prabhakar. I would like to bring to you kind notice that i have been highly troubled by the highly casual and callous attitude of Mrs Geeta Prabhakar in attending to my issues related to my aqua guard service. My aqua guard had stopped working on 31st July, 2015 and i called up the service centre to send somebody to rectify the issue. There was no response from the service centre for the next one week. I have registered multiple complaints at Eureka Forbes : 1. Complaint number 92532066 dated 4/8/2015 2. complaint number 92547484 dated 5/8/2015 and many others. After multiple calls, i was informed by the call centre person that all my complaints have been marked as closed by the service center on the same day or next day. This has really SHOCKED me as nobody has been attending to my complaints and they are just being marked closed by the service centre people without any feedback and verification from the consumer itself. There is no way in which a consumer can register a complaint against the erring personnel in the normal course. IT IS HIGHLY IMPOSSIBLE TO REGISTER A COMPLAINT except for sending req sms which does not have provision of writing a brief note about the issue, NO TRACKING of the complaint and no way to register ONLINE COMPLAINT since you have to make missed call on a number which number is not functional only. So, all in all, you CANNOT REGISTER or ESCALATE A COMPLAINT and TRACK It ONLINE and there is NO TRANSPARENCY and NO ACCOUNATBILITY of persons involved. Then i was given the number of Mr Ram Paswan who is the are manager for Eureka Forbes. This person also refused to pick up my calls despite repeated attempts. Finally, on 10th August, the service representative was sent to my residence with an OLD part. Despite repeatedly requesting the service representative insisted on installing the old eletrical component in the aqua guard. The machine started to work in front of him but stopped soon after. I tried calling up Mr Ram Paswan again, and was able to get through to him only on 16th August, and I made a second complaint to him. He asked me to sms the my address and other details after which he did not even bother to respond. On 19th August, i called up Mr Paswan YET AGAIN and he informed me that my machine is working properly because the service centre says so. WHAT KIND OF CUSTOMER SERVICE IS THIS WHERE THE CUSTOMER IS NOT ASKED WHETHER THE MACHINE IS WORKING OR NOT AND THE SERVICE CENTRE HAS COMPLETE AND UNQUESTIONED AUTHORITY TO decide on all matters without and CHECKS AND FEEDBACKS. I would like to state that i am HIGHLY DISSAPPOINTED AND DISSATISFIED WITH THE working of Eureka Forbes team and if this scenario continues, the company will soon run into losses. I would request you to kindly take up this issue ON PRIORITY BASIS and get my issue resolved at the earliest. Thanks, Mrs Khanna