[Resolved]  Eureka Forbes / Water Purifier Total Sensa — Defective model and product

Dear Customer care(Eureka Forbes),

We have purchased Total sensa water purifier with a lot of expectation of drinking pure water, as assured by Eureka Forbes, but the reverse has happened. we have placed order in International Trade fair ,Pragati Maidan,New Delhi and Total sensa was installed during December 2008.The service engineers told that the installation is successful and tested. But after a few days, I have found that water purifier is not purifying water. So, Immediately I have given call to Mr. Tarun Pandey and the unit was found to be a faulty one. (your engineer has not found it)(Problem with testing o[censored]nit). Then, after a rigorous follow up with the delhi sales office and Mr. tarun,and many mails to customer support/feedback , I have got the unit replaced. I faced a lot of problems in this, because we are residing in ghaziabad but placed order in Delhi.The territory conflict between delhi and ghaziabad offices made the replacement much delayed.


The problem did not end over there. The new unit starts creating problem like sometimes RO was not working /UV not working /Intelligent unit was not working. So, I called ghaziabad office and the service engineer replaced one by one circuit board with a new one and within four months almost all parts of the Total sensa unit was replaced including tap of the unit.

It created a lot of tension and felt that I have purchased a failure product. So, I started crosschecking with the service engineers of eurekaforbes and confirmed that this model is having a lot of problem and service parts are not readily available at respective offices. This, even I have felt , because whenever I call engineer for some problem, they take minimum one week to two weeks to repair the unit saying it is not available in the stock., and many times they recommended me to replace this model with other ,as it is a failed one. The live example, ten days back before diwali, I have called service engineer because of problem in tap and problem in upper lid which is not closing intact because of that insects are entering into water tank of sensa, but the engineer visited and told it will take more than a week to replace that because parts are not available in stock, still not repaired.

The age of my unit is not even one year, so much problem in the unit cropping in. I don’t know how much problem I am going face in future. Purchasing a good brand, I am penalized time wise, mental tension wise and in future monetary wise. I cannot afford a product with lot of problems. Moreover I cannot keep on track with your service engineers for problems .So, replace my unit with a successful model or refund it.

Unit no. 8003730.
I learnt that Eureka Forbes has modified the Total Sensa model and released.This shows that the Total Sensa is having technical problem.

Expecting a customer oriented approach,



prof. Manoranjan.P.ram.



Chairperson,JK Business School,Member JK organisation