Eureka Forbes — Defective product, Poor Service

Address:	Chennai, Tamil Nadu
Website:	www.eurekaforbes.com/

I bought a brand new AquaSure nectar RO water purifier earlier this month (3.6.13 to be specific) from an popular retailer in chennai. The sales person claimed it to be the best product and the new innovative tap is long lasting. I thought it would be better to go with brand products to get good service. He also assured thy give best customer service and they will send serviceman to install it in 24 hrs. But none came. After for 2 days pressurizing via retailer where I purchased they came to install it on 6.6.13. The person who came install it left in half work that he didnt have enough machinery to drill. I even went to extend of renting a driller to help his installation. He wouldnt wait. His name is Naveen, and he behaved idioitically as if the mistake was in my side. He replies were arrogant and he left (ran away) when I went to borrow driller from my neighbor. when I tried to reach him he didnt pick the call. Then again I had to avail after sales service from retailer. Through their contacts they assured tat they will send another personnel tommorow (7.6.13). waiting for more 100 hrs after purchase finally same arrogant service man came on 8.6.13 and installed it. to my question why the company personnel took so long reach me? , he shouted "Tats not my prob, I have no connection with Aquasure, I just work for a franchise KPM services." I never expected such rude replies. He didnt even clean the mess he created in my kitchen or apologise for postponing the installation. I stood quitely though they finish installation too lately. The product doesnt even worked fine for 24hrs. Within 2 days of the installation the tank started leaking. I made a complaint (on 10.6.13) to their number toll free no. [protected]. They wouldnt pick. All I heard was same music being played again and again to irritate me. To add up my fury they charged more than 30 rs for those unanswered calls (claimed to be toll free). After 20 tries of call Finally someone answered. They assured they will send service person in 24 hrs. Again I believed their words. One day passed, None came. 2nd none came. Same is the case on 4th, 5th days. In between everyday I tried to call the same number bt none would pick up and answer. All I am left with is the feeling that I chose a wrong product of company with worst customer care and poor service. Finally one person called me (15.6.13) representing Aquasure. Controlling my agony I patiently replied to his queries about problem and gave him direction to reach me. He promised to reach me in 1 hr. I had to put aside my commitments understanding that they really arent adjusting. again the same thing happened. Serviceman never made to my house. My whole day felt ruined. The products with same functions are available even for 8000rs in market bt I paid nearly double 15000rs for this product beliving it is a good brand. Their actions prooved wrong. It isnt a good way for service. I called the again he said he is stuck in some place, that will come tomorrow. I asked tomo is sunday (16.6.13) can you surely make it ? there was another assurance that he will sure reach me. From my previous I doubted his words. But I have invested much in tat to throw it away, so putting aside my family outing I stayed back in house waiting for him. Sunday morn I called him to remind him, he replied "I will come there before evening." But I understood again eureka forbes broke their promise. His mobile was switched off the whole evening. It was my decision to buy Aquasure, and I regret that It affected my family too. Then monday morning I called to same person, He said he gave some lame reasons and cut the call. Same day (17.6.13) evening another service person by name Mr.Balaji reached my house. He examined the purifier , and finally found the connector between tap and tank is cracked and caused the leak , and said "it might be a manufacturing defect. Since it is under guarentee, I should get a connector from t.nagar and will replace it tommorow". He desembled the purifier, took the whole tap and connector part along with him. I thought problem will be repaired by tommorow. The next day (18.6.13) when I called Mr.Balaji he gave another incharge's(Mr.Anand) ph no. to enquire about connector. I had to call his no. to hear tat "The part is not available, they have to order it from mumbai head office, I will replace it tomorow(by 19.6.13)." I felt like rolling on the floor and laughing out, that a multi million dollar company, with 30 years of experience does not even hold a single connector in its stock. As it is my headache to get it repaired, I called him several times on 19th. I got that usual reply,ie No reply. That tomorow also passed, and never heard from him . Reminded that it costed twice the similar products in market I and my family feel tat am being cheated by the company of my money and affected personally by their service, I would never recommend this company's product to others.

Also can any one suggest me the next course of action (other than waiting for company to contact me) that I should to take to sort of this issue. Is it too early to go for any consumer forum's help.