[Resolved] Pureit / Hindustan Unilever — PureIT Ultima RO+UV Agency Service (UK Agencies LSP) is very poor, delaying and no response

PityCust

from Bengaluru, Karnataka

Address:	Chennai, Tamil Nadu, 600044
Website:	Hindustan Unilever Pureit Ultima RO+UV

I'm a customer of PureIT Ultima RO+UV purifier and have been using it for the past two years.

I've been experiencing a delayed and lethargic response from the agency (UK Agencies LSP) assigned to my service and complaint requests. Whenever I tell my concerns with PureIT consumer helpline, the agents are not aware of the charges levied by this agency. Not sure whether Hindustan Uniliver really monitors this agency for their service and the charges they make for their each visits.

I'm in Chrompet, Chennai - 600044

I've been lodging complaints for the past six months, but the problem is still recurring. I'm sure that money I've spent so far on changing spares, filters and service charge of (Rs.250 whether or not they fix the problem) for maintaining this machine would have exceeded the purchase price.

Last saturday, an agent visited based on my complaint that the purifier is not dispensing water. He just restarted and the machine started working fine. I was charged Rs.250 for this (Order#[protected] on 8/10, but in the automated msg that came to me after he went, it was mentioned that I've made "Rs. 0" payment..

Not sure what's happening

After a day 9/10, the machine stopped functioning and I'd to again call the customer care (Complaint# C[protected] and was informed through SMS that it will be attended within a day.

The One day SLA from Hindustan Unilever is gone. When I called the customer helpline few mins back, they are again providing 2 days SLA.

The mobile number of LSP ([protected]) provided for my current complaint and the agent last visited ([protected]) given by the agent visited on 10/10 is working but none of them picking the call even after tried for somany times.

Few questions as a Customer:

DO CUSTOMERS HAVE TO ACCEPT AND NEED TO BE HAVE UTMOST PATIENCE ON WHATEVER TIMELINES YOU PROVIDE THEM?

ARE YOU ACTIVELY MONITORING CUSTOMER SATISFACTION OF THE POOR SERVICE RENDERING BY THIS KIND OF AGENCIES?

IS THE CUSTOMER SATISFACTION CODE YOU ARE PROVIDING TO CUSTOMER ON EACH COMPLAINT REALLY MONITORED AND ACTION HAS BEEN TAKEN ON IRRESPONSIBLE AGENCIES?

CUSTOMERS WILL SURELY GET MAD AND FRUSTRATED BY THIS KIND OF ATROCITIES IN THE NAME OF SERVICE.

COMPANY BRAND SHOULD NOT BE THERE ONLY AT THE TIME OF SELLING PRODUCTS BUT SHOULD BE THERE POST SELLING THROUGHOUT THE USE OF PRODUCT.

This is not the first time I'm experiencing the delay. Checkout my log, I'd this kind of bitter experience with my previous complaints also.

AS A CUSTOMER, I'M HIGHLY LOSING MY TRUST I HAD ON THIS KIND IF BIG BRANDS WITH ATTRACTIVE ADVERTISEMENTS BUT NOT REAL/SATISFACTORY CUSTOMER SERVICE.

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Oct 13, 2016

Complaint marked as Resolved

The agency person attended the issue and said that the SV (Solenoid Valve) has to be replaced with the cost of 450. I actually spent for replacing this SV just 3 months back (in June 2016). I wondered and asked him why this has damaged in this short duration. He said the SV is depending on TDS. When it is high, this has to be replaced frequently. As the valve was changed recently, I told him to contact his agency and ask them if that can be replaced free of cost. Finally he replaced the valve with no cost. As he said, if I have to change the valve frequently (ie., once in 3 or 4 months), then the cost would come around 2000 in a year to for changing this spare itself, in addition to GKK1 (Rs.1700) and GKK2 (Rs. 3500) Considering the huge maintenance cost, I'm quite not sure that this product will be suitable for me in future.

PureIT / Hindustan Unilever customer support has been notified about the posted complaint.