Eureka Forbes — filter damaged

Eureka Forbes — filter damaged

D [email protected] from Chennai, Tamil Nadu

Ref # [protected] I purchased DR.AQUAGARD MAGNA NXT HD RO which is still in warranty. Register a complaint related to water quality. The tech who visited added a couple of capsules to our water tank and left. In the next few weeks, the water purifier didn't work. This time, they informed me that the filter's life is over and had to purchase a new one (4k) or buy AMC (5k). He added that a simple outdoor filter (Rs.1200) would have prevented the filter from failing soon and the filters are capable of processing only 6k liters after which the filter needs to be changed. What kind of service are these people offering? If they are already aware that the filters are not in great condition, why cannot they inform earlier? Why do you guys wait for the product to get very faulty that involves huge amount to fix it? The sales people were committed is getting the cheque but they have failed to inform me about the product's capability. Eureka people insisted on installing a wall mount stand which is not in the warranty book but made me install it for Rs.450. But now they claim that filters will not be covered under warranty. On top of it, the call center agents do not convey the information of the complaint to the field agents. Fields agents do not show up on time. I even have missed visits. The service is not satisfactory. The call center agents do not follow up the cases and cascade the info to the field agents. I was promised a call back from escalated backend team(16th June'19) which I'm yet to receive. The cases are being closed (Request id [protected]) without confirmation. I will accept a replacement of the device or new filter installation (no charges) or refund. Dinesh [protected] Was this information helpful? No (0) Yes (0)
Eureka Forbes customer support has been notified about the posted complaint. Verified Support Jun 18, 2019 Eureka Forbes Customer Care's response Dear Dinesh, I've shared your concern along with your details with my team in Chennai. Be assured, they’ll connect with you as soon as possible to address the same. Regards, Priya Jun 19, 2019 Updated by [email protected] REF # [protected] Hi Priya, I received a call from the escalation team and I had to explain the whole thing again. The lady kept insisting that the warranty does not cover the filters and RO's filters need to be replaced after every year. She was asking for the details of the sales guy so that she could punish him (her words). I wonder how Eureka Forbes does not maintain a track of who sold the device. Apparently, they can handle only service requests and not issues caused at the time of sales. When I told her that the device did not even process 4K ltrs of water, she mocked that I wouldn't know the water usage of my people at home. She finally added that even if the issue is escalated, posted on the social network, an issue taken to consumer court, they will work as per the policy. Apparently, customer success is not their policy. I still have an RO which does not work for over 2 months now and I paid 18k for this. Customer care really does not care about the end users. Escalation team talks about policies and does not consider the fact that they sold a faulty device. I need a replacement of the filters without any charges or a refund. Jun 21, 2019 Updated by [email protected] I keep receiving SMS about tech visit but no resolution till date. I need a refund or filter change without any charges. The escalation team has to get back to me on this. How long should I wait?
Add a Comment	Share
Submit Close