[Resolved]  Eureka Forbes — Violation of terms & conditions of Annual Service contract for AG Enhance RO Water Purifier

Address:

Chennai, Tamil Nadu

I have purchased a Aquaguard ENHANCE RO water purifier on 15.07.2012 from Eureka Forbes, Chengalpet center, Tamilnadu (customer code: [protected]) Later after satisfactory completion of 12 months warranty period, I have entered into an annual service contract (3 periodical service visits/Year)valid from 09.11.2013 to 08.11.2014 vide Contract receipt no.[protected] after paying Rs.4, 230/- to your customer service representative Mr.Venkat (ph:[protected]). From 09.11.2013 to 20.04.2014, I was residing in the same address where the annual service contract was started. But during the above mentioned period, the periodical servicing visit due on 08.03.2014 (within first four months of contract) was not at all carried out. On 20.04.2014, I shifted my residence to Perungalathur (pincode:600 063) and I demanded for installation of my machine in my new residence and the same was carried out on 26.06.2014 by your representative Mr.Naresh (BP Name: RKP). During installation I insisted upon carrying out Periodical Servicing visit. But your representative refused to do so stating that call has been raised for installation only and that he doesn't know anything regarding ASC which we have entered. During the month of July 2014, Taste of water from RO detoriated and I registered complaint for attending the same. After several follow ups and consequent complaints a service technician (Mr.Rajkumar/ST code: 48895) was assigned to rectify the machine and he visited my house on 16.08.2014. I deeply regret to inform you that the first service visit in the contract was carried out only after 9 months from the date of entry into contract. In the mean time, all the damage possible to the machine might have happened. Even after shedding one third of the original cost of the machine, in the name of so called "Annual service contract" not even a single visit was made to maintain the health of the machine. As the machine was not periodically checked and due maintenance were not carried, I suspect the life of most important parts in the machine may be reduced in the long run. During visit on 16.08.2014, your service technician replaced only a membrane in the machine out of all consumables allotted per year(pre filter candle, sediment filter pre carbon & post carbon were not replaced). I hereby request you to look into the above way in which you handle your valuable customers, and try to avoid such unethical practices of abandoning the service contract you enter into with your customers. I believe that you will take necessary action in this regard to protect my belief in your company which I had before buying your product. I request you to do reasonable remedies for the violations of terms and conditions of the contract happened during the above period of contract and do the rectifications as early as possible before the expiry of the contract.