[Resolved]  Eureka Forbes — Unsuitable product

Address:

Khordha, Odisha

We were looking for a suitable water purifier in July 2011 and representative from Eureka Forbes visited us. As we are not experts in water purification, we relied on the advice from Eureka Forbes representative. After checking our water supply and location of water tank in the single storied building, they suggested us to take the model Ag Verve for which my father-in-law made immediate payment of Rs.6590/- in advance vide cheque no. 802865 drawn on UCO Bank.

Eureka Forbes installation personnel installed the purifier on 15th July 2011 against invoice no.1106 raised by them. During installation also they said this machine is suitable for our home. After installation when we found the water pressure abysmally low, they replied that machine is new and once the filters and carbons are charged, things will be normal. We had no reason to disbelieve them as we consider them water purification specialists. However, to our dismay, the problem persisted even after several days of installation. We gave regular complaints and every time their service agent would visit us would try to do some experimentation with the machine and would look confused. If you look at our complaint records (I am sure, being a so called organized firm, they should have maintained all the complaint records), we must have filed over 15 complaints in this regard. All these times, we have not been able to use the product at all.

After about 9 months of purchase, a person from Eureka Forbes visited us with some attachment module and said they are experimenting with this new add-on so would like to try in our machine to test the outcome. They said if this becomes successful then they might go for mass production of the module. Unfortunately this addition also did not improve performance of our purifier and it still remained useless.

We kept calling the company and had a series of visits from service technicians. Finally few months back it seems they started realizing the problem with the set-up. They said this model Ag Verve is not suitable at all for this single storied building so this will never work. They suggested us to ask the company for exchanging with a suitable model (they said Ag Classic will be appropriate).

We really wonder why a wrong machine was push sold to us in the first place. May be the company was pushing the sales people to sell this non-moving model and the so called expert sales representative was more concerned about meeting the sales target and commission in stead of getting the right solution for the client. We have the product for nearly 20 months but are not able to use the same at all.

Unfortunately we are in trouble and had no other option but to call and request the company again and again to work out a solution. I had even sent an e-mail to their customer service on 17th December 2012 but they did not reply. Last month we met Mr. Amit of Eureka Forbes who posed to listen to our problem carefully but his reply was shocking. He said “this model is a junk model and a failure model so if you want to go for an exchange, we can not pay you more than Rs.500/- for it”. We don’t understand why the company is trying to penalize the customer for their own lapses.

In these circumstances I am forced to file this complaint for redressal.