[Resolved] Eureka Forbes — utter failure in attending to complaints lodged

Jeelani Mohatad

from Chennai, Tamil Nadu

Address:	Mumbai City, Maharashtra, 400 013
Website:	[email protected]

The amc for aquaguard magna water purified was purchased by me on 03rd aug' 2017 and the replacement of purifier candles after such purchase was carried out by aquaguard personnel after 40 days and that too after dropping a request in the month of aug'17 (19th aug'17) and sept'17 (08th sept'17). The request no's for the same are [protected] and [protected] respectively.

The purifier lost its capacity to purify on 11th sept'17 which forced me to purchase water cans. The call center representatives of eureka forbes provided me false assurances which caused me a deep anguish. They did not even bother your factual worries. However, after whole lot of persuasions, the service technician at last visited for accomplishing the job on 13th sept'17 at 8.00 p. M.

The water purifier after such replacement of candles did'nt last even for two weeks and now the problem of water leakage coupled with the failure to purify water arose on 26th sept'17 subsequent to which a request ([protected]) was dropped the same day. I had informed the call center representatives, the difficulties in purchasing water from outside though it is not necessary because the product is in amc and the basic obligation of the company is to keep on priority the services to existing contracts.

The 48 hours period as mentioned by the call center representatives were over and the call center representatives are assuring of service by 29th sep'17.

I had put up some basic questions like "how can a family survive without purified water till the committed time (48 hours)??" for which their response is not convincing. Even after the committed time, none turned up for service till now. If this is the case with a metropolitan city (Chennai), i suspect how their services will be in other locations.

My strong dislike on the service part of the product was already provided as a feedback to the company's representative which may kindly be taken into consideration.

Request the company to first resolve the issue immediately without any further delay and then concentrate how to improvise services.

Regards,
Jeelani

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Nov 4, 2017

Complaint marked as Resolved

Eureka Forbes customer support has been notified about the posted complaint.

Verified Support

Sep 28, 2017

Eureka Forbes Customer Care's response Dear Jeelani,

I've shared your concern with my service team in Chennai. They'll get in touch with you soon to address the same. Request your cooperation in the meantime.

Regards,
Shiraz

Sep 29, 2017

Updated by Jeelani Mohatad Dear Shiraz,

Your message should have come out with a concrete time line rather than using words like asap and others. Its the fourth time I am facing this kind of substandard negligent service from the Company's end. Had it been communicated to Chennai's office yesterday, kindly get the reason why Company's representatives didn't contact me even after 24 hours. This demonstrates the Company's sheer negligence on services once the product or AMC is sold out.

It is informed that once I get water in my house then only I can provide SEHADMAND PAANI to five others as being advertised in your call centre and televisions.

Kindly pressurize your Chennai team to act promptly as its been around four days since I lodged the complaint.

Regards,
Jeelani

Sep 30, 2017

Updated by Jeelani Mohatad Dear Shiraz/Aqua guard representatives,

In continuation to my earlier messages, please let me know the meaning of 48 hours defined in your Company prospects and whether your Company follow any ISO or IMS standards?

Am vexed hearing to the parrot like repetitions and hopeless promises from your call centre representatives for attending the repairs.

Please collect the Aqua guard Magna product and return the whole of the AMC amount along with the residual left after 1 year depreciated value of the product.

You people do not have an intention to provide services. So rather than blowing a trumpet before a deaf person, I feel it better to discontinue customer relation with your Company as my patience levels had crossed beyond the limits.

A Company of such a stature didn't even bother to provide customer free toll free number for the reasons best known to you people. At least your Supervisors in customer care didn't have a basic understanding of customer relationship to call back once a request for a call back is made.

In view of the foregoing, I see no possibility of any change in the attitude of Company's personnel so it is humbly requested to collect your product and make full and final payment agreeable to the undersigned.

Regards,
Jeelani
Customer ID: [protected]

Verified Support

Oct 03, 2017

Eureka Forbes Customer Care's response Dear Jeelani,

I have received a feedback from my team that your issue has been resolved. You may get back to me in case of any doubts.

Regards,
Shiraz