[Resolved]  Aquaguard Nova Water Purifier — Not attending to service request & no visit after AMC

Address:

Meghalaya, Meghalaya

1 I have an aquagd brand Nova since 2002 and have been entering into an AMC ever since I bought the same.
2. I am now currently posted in Shillong and had renewed my AMC on 06 Feb 2010 vide receipt no. 17382618 and on that day the candle and the carbon block were replaced by the company rep.
3. I had lodged a complaint on 18 Oct 2010 on Mobile no.[protected] and requested Mr Prem to send somebody to attend to the complaint on 23 Oct 2010 at 1500 Hrs as I have a five day working office and would be available at home to get the complaint rectified. On 23 Oct 2010 I waited for someone to come or give a call but receiving no call or any rep I left for the market at 1530 Hrs. I get a call at 1545 Hrs from the co. rep who had reached my residence to attend to the complaint. I told him that I would reach back home at about 1730 Hrs and he should come that time as I had waited for him till 1530 Hrs.
4. Accordingly I was back home but the rep did not come and returned only on 25 Oct 2010 when my wife was to leave for some committment. The rep said that he would not keep coming to attend the complaint and that she should get the same rectified. Due to lack of time she did not get the complaint attended to and told him to come on 30 Oct 2010 at 1500 Hrs.
5. I spoke to Mr Prem again on 25 Oct 2010 and requested him to send the rep on 30 Oct 2010 but no one came to attend to the complaint.
6. I also draw your attention to the reverse of the AMC receipt wherein it is mentioned in para 1 that two periodical visits per year during the contract will be undertaken where the purifier will be thoroughly checked, cleaned, serviced and adjusted.
7. There has never been an occasion when the rep of the Co. has ever come for the tasks as given in the AMC for a check on his own but it has been a call from our side that the visit has been made. This is contrary to the laid down services in the contract for which the payment has been made by US the customers. If this is the way the Well known companies offer their services I am afraid the other options will be preferred by the customers and the market reputation and business will be at stake, as I am sure not only me but most of the customers will have the same experience of no visits by the Co. reps.
8. I thus request you to look into this very important aspect and advice the Co. to honour the complaints of the customers and also act as per the terms & conditions of the AMC and educate their personnel to pay more heed to the requirement of the customers. A reminder was again given to the Co rep Mr Prem for 06/11/10 & 13/11/10 but My complaint was not attended to .
9. May I request you to please do something as this is not the correct policy adopted by the Firm.

My address. Lt Col V K Kalra
86/4 Pine Walk Officers Colony
Near Lady Keane College
Shillong 793001

Mob no. [protected]

Thanking you . Regards.

Lt Col V K Kalra