[Resolved]  Eureka Forbes — Non attendance to Service Request for 7 weeks

We are based in Goa. We had purchased a Eureka Forbes Aquasure Crystal UV Water Purifier on 05 December 2013 from CMM, Merces, Goa (Invoice No. T/8882). In July 2014 it stopped working. As it was still under warranty, we called up the centralized complaint number on 23 July 2014 (we were informed that this is the only way to do it for a first time complaint) and registered our complaint., the service request number being [protected]. We were told that we would be attended to very soon by their Goa personnel. However, for 2 weeks nobody called. After 2 weeks a technician (Sanjay – mobile number [protected]) came to our place and checked the machine. He said the PCB of the machine needed to be replaced and he would come back in a day or two. He gave us the number of his manager Atul (mobile no. [protected] ), who we spoke to and he also said that our machine would be fixed in the next few days. However, for weeks thereafter nobody came and we would get no reply from the number of the manager Atul whenever we called. Finally after a few weeks, we personally visited the office of Eureka Forbes in Porvorim and told them about our problem They said they would ensure that the matter would be attended to in the next few days, however nothing happened. So we once again complained to the centralized complaint number and we were told that a message would go to their Goa branch to attend to our machine. We also called up the store CMM where we purchased the machine, and they gave us the number of the person in charge Venkatesh (mobile [protected]). We spoke to Venkatesh on 3rd September and he said he would ensure that someone would come and repair the machine in the next day or two. A week ago we got a call from a person saying he was the technician and that he would come the next day, but he never showed up. Today is 15 September, i.e. 7 weeks since we first registered our complaint and we have still not been attended to, inspite of our repeated phone calls and visits. This is absolutely shocking service on the part of Eureka Forbes. With this kind of service under warranty, what do we expect once the warranty period is over? If they cannot attend to our machine, Eureka Forbes should give us our money back and in the very least compensate us for the amount we have spent on bottled water purchased from outside. Mrs. Chinmayi Farad Bhathena