[Resolved]  Hindustan Unilever Pureit Auto — Denial to process warranty request in Pune

Address:

Pune, Maharashtra

I purchased a Pureit auto-fill on Feb 25, 2012 in Pune and had no issues until last month when a crack developed on the bottom of the base chamber and leakage started. I lodged a complaint at Pureit helpline and was assured that it will be taken care within 48 hrs. Surprisingly I did get a call from the local servicing partner the very next day and I was assured that the issue will be fixed as an FOC (Free of Cost) replacement as the piece was in warranty. Nothing happened after this for 2 days when I called back requesting for updates. I was told that the technician would be visiting on the same day whereas he actually visited another 2 days and 5-6 calls later!! Again the same promise was made that the piece is covered in FOC and hence will be replaced.

The situation changed after this. Nobody called me to inform on the status. I ended up calling several times to the technician but never got a clear answer on whether they will fix the issue or not. After a lot of pursuasion, the technician finally admitted that they won't be doing it FOC even though the warranty is valid. He was apparently guided by his boss (the owner of the local distributor) to tell me that since I had been using it for 2-3 months, I only should have done some damage and hence now I have to buy the component from them. I tried to lodge a complain with Pureit on the helpline again and again but they kept redirecting me to the same local service provider.. Finally I gave up and used M seal!!

The cost of replacement wasn't a lot (they asked me to pay around INR 400), I could have easily purchased it but I didn't want to pay to a fradulent company.. Had the warranty period got expired, I would have paid anyway. I am very surprised to see this behavior and never really expecting this treatment when I bought the purifier.