[Resolved]  Eureka Forbes / Aquaguard — Defected new machine and false promises

Address:

Chennai, Tamil Nadu

From,
Ram Mohata
949/2, 13th Main Road,
Anna Nagar West,
Chennai – 600 040
Tamil Nadu
+[protected]

Eureka Forbes Customer Reference number: [protected]

I am an irate customer and all thanks to Eureka Forbes, Aqua guard division from Anna Nagar, Chennai, Tamil Nadu, India.
The surprising fact is that they are in service industry but none from the company knows what service is all about.
I exchanged my old Aqua Guard NOVA model for the new INFINITY model.

Within a week’s time I encountered a problem with the machine.
After logging a complaint (No: [protected]) on 6th October, 2010, they came to my place on 11th October against their agreed SLA of 48 hours.
Engineer who visited my place informed about the issue and said that he would take the machine to the service centre and will return by 12th October.
As expected, there was no update from them till I called them on 13th October.
Mr. Peter, Sr. Service representative confirmed that machine will be delivered by 18th October.
I did not receive machine even on 19th then I approached his manager Mr. Sarvanan.
Mr. Sarvanan confirmed to replace the defected machine with a new machine by 25th October and provided my defected machine for a weeks’ time.
I did not receive any update till 27th October.
When I contacted Mr. Sarvanan, only then he confirms that they will not be able to provide the new machine.

I then decided to take this issue further with your help and till now I have not contacted them and as expected again, they did not bother to get back.

Following are the contact details with whom I got in touch,
SALES - Mr. Arjun - [protected]
SERVICE - Mr. Peter - [protected]
SERVICE MANAGER - Mr. Sarvanan- [protected]
Mr. Hemanth – [protected]

Looking forward to get support from you to resolve my issue and teach Eureka Forbes what customer service is?

Thanks and Regards,
Ram Mohata.