[Resolved] Eureka Forbes — aquaguard - inferior quality water purifier - trying to make money

 
6 Reviews
Chennai, Chennai District, Tamil Nadu, India
 Prabu Ponnurangam on Oct 7, 2017
Dear sir,
Refer :
(1) customer id [protected]; product dr aquaguard magna hd ro (Nxt)
(2) our various service request no. [protected]; [protected]; [protected]; [protected]; [protected]; [protected]; [protected]

With reference to the above, the above product was purchased by us in last year oct 2016. Within the span of 11 months, we have raised more than 10 service request as the product performance is very poor & the service quality is very bad. Still, we are facing following issues with your product.

(1) water wastage is more. For 8 litres water, the wastage is more than 80 litres
(2) the output water not seems filtered. Property of well water remains.

It was suggested to put line filter. We purchased the same and inserted few months back, but still the problem exist.

Your service engineers visits every time & irrespective of problem, they remove all filters & hit the filters with spanner from all sides (They say it is cleaning process) and put it back.

The problem still continues. We are highly fed-up to have such aqua guard product.

Few days back, your service engineer named mr. Sekar (Mobile : [protected]) visited our home against recent service complaint and informing that all the filters are clogged & we need to replace all the filters costing rs. 4500/-. We called your service manager mr. Nayaranan[protected] to enquire about this, but his response was so poor that, he says, the filter may even in 3 months.

When the product sold after testing the water tds level & purity, it was committed by your sales manager (Ramapuram, chennai branch) that, the primary & secondary filter may need to be changed with interval of 1.5 years – 2.0 years & membrene filter may need be changed every 3 years.

Against your commitment of 2 years & 3 years, your service engineer saying all the filters costing rs. 4500/- has to be replaced in 11 months. How it can happen?

Further, when we asked him, ”aqua guard being renowned & quality product manufacturer, how they can fail in their commitment”, the service engineer behavior is very rude & he says the aqua guard product is like that only (Inferior quality) and in many cases the filters are being changed in every 3 months also. They are not customer oriented & they want to make repeated visits to make service & to sell spare to make money.

It is completely horrible & we are completely unsatisfied with your product. Tried to express the issue through customer care & eureka forbes portal of escalating service request for the past few months, but resulted with no feedback.

Request you to resolve the issue immediately. We have high regards for aqua guard products.

Regards,
Prabu
Mobile :[protected]

Complaint marked as Resolved Nov 8, 2017

Complaint Status


[Oct 08, 2017] Eureka Forbes customer support has been notified about the posted complaint.
Verified Support
Eureka Forbes Customer Care's response, Oct 08, 2017
Dear Prabu,

Your details have been sent to my team in Chennai. Request your support, as they will be getting in touch with you at the earliest to address the concern.

Regards,
Priya
Complaint comments  5 Comments     Updated: Share0Tweet0

Comments

Dear Priya,

Thanks for your feedback. No one called me yet. I have made more then 5 service complaints in this regard through customer care, but resulted with no feedback.

I had escalated this issue through Step-1 option given in your website, but no feedback yet. Almost 7 days passed after Step-1 escalation.

Trying to escalate Step-2 option, but your website not permitting me to proceed for step-2 escalation. I had taken screenshot for my records. The provisions given to address customer issues are really appreciable, only when it works. The provisions given your website is merely a web page. Not giving any results.

Please try to resolve the issue immediately.

Regards,
Prabu

Dear Priya,

So far no conclusion for my issue.

I got a call from your service manager, Mr. Kamala Kannan ([protected]) on 09th Oct. He said, for all Aqua guard water purifiers, the filters are required to be changed every year for which, customer have to spend Rs.[protected] every year apart from AMC cost. It is not acceptable to me as when the product is sold to me by your sales representatives (Mr. Chandrasekaran & Mr. Aravind), I asked them to explain the operational cost. The commitment given by them on operational cost is given below.

(1) HD Filter - Rs. 600/no - need to change in every 3-4 years
(2) HCCB (carbon filter) - Rs. 780/no - need to change every year (or 8000 litres) + Service charges Rs. 300 to change the filter
(3) HD RO Membrane filter - Rs. 1700/no - need to change in every 3-4 years
(4) Mineral & Biotron Cartridge - no need to change at all

On & average, the committed operational cost is Rs. 1300 - Rs. 1400 per annum (against which, as per your service manager recent communication, I have to spend Rs. 5000 - Rs. 5500 per annum.)

Based on the committed operational cost only, we have invested for buying Aqua Guard machine.

I am not too rich to have your Aqua Guard water purifier at such a higher operational cost.

After explaining all the above facts, Mr. Kamala Kannan assured to come back. He called me back on 11th Oct & said, as a special case, for the first year, Eureka Forbes accepts to change all the filters at cost of Rs. 1200-Rs. 1300. He wanted my confirmation to proceed.

I said, I am OK with their proposal, provided, the same benefit is extended to me for subsequnet years also for minimum of 5 years (as committed operational cost is Rs. 1400/- Per annum only).

Mr. Kamala Kannan didn't agree for the same. I said, either you honor your operational cost commitment (or) take back the machine after paying reasonable cost to me, as I am not in the position to spend such huge operational cost. Machine performance is also not so good (see my track records & service history).

Mr. Kamala Kannan said, he will expedite the problem to Regional Manager, Mr. Hemanth Kumar.

Mr. Hemanth Kumar ([protected]) called me on 12th Oct. In the mid of the call, when I was explaining the problem, he said, he has some important work do and he will call me back later. From 12th Oct, I have given him call for 3-4 times, but he picks the call every time and always says he is busy and call me back. So far, for the 4 days, he doesn't got time even to listen customer problem.

My issue is still unresolved. Please address this immediately.

I work in procurement / purchasing department in private firm. Myself have recommended & bought lot of Eureka Forbe products earlier so far for many companies, where I worked. This is worst experience I am facing. Hope, you will understand and resolve it.

Regards,
Eureka Fores unsatisfied buyer,
Prabu
Dear All,

So far no conclusion for the problem faced by self with Eureka Forbes Aqua Guard water purifier.

Immediately after my communication on 16th Oct with https://www.consumercomplaints.in, I got a call from Eureka Forbes Sales Manager Mr. Kamala Kannan ([protected]) & Regional Service Manager Mr. Hemanth Kumar ([protected]). We had conference call about 30 minutes regarding this issue.

Service Team proposed change of filters for 1st year at agreed operation cost of Rs. 1200- Rs. 1300 only. For subsequent years, I will have to spend Rs. 7000-Rs. 8000 per annum towards change of filter & AMC against their committed operation cost of Rs. 1200 - Rs. 1300 per annum.

I have not agreed with their proposal as I am not in the position to spend Rs. 7000-Rs. 8000 per annum as operation cost against Eureka Forbes sales team committed operation cost of Rs. 1200 - Rs. 1300 per annum. Service team is not taking responsibility for the commitment given by sales team. It seems for the purpose of making customer to buy Eureka Forbes products, sales team giving rosy picture. Once product is bought, sales team is disconnected and service team is twisting the hand of customer to grab the money. I have not expected such worst money making business strategy from Eureka Forbes. Sorry to say this.

Since, service team is not able to take responsibility for the commitment given by Sales team, they said to redirect this issue to Sales Team.

Regional Service Manager Mr. Hemanth Kumar ([protected]) called me on 17th Oct and said that, the matter is referred to their sales team and Ms. Anuradha ([protected]) will call me in short time to discuss on conclude the issue. Didn't got any call from her, hence I called her few times, but no results. Finally, I got call from her by 12.30 PM on 17th Oct. I had explained about the issue. She committed to revert back to me in 2 hrs. Now, almost 144 hrs gone, but no sign of call from Ms. Anuradha so far.

My demand from Aqua Gurard is :

Option 1 : Honor committed operational cost (Rs. 1200 - Rs. 1300 per annum) for a period of 5 years (OR)
Option 2 : Take back the machine supplied. depreciate 1 year life of the product and pay me back the cost of product

Repeated problems occurring with this water purifier from day one of installation (see my service complains history) and for every 8 liters of purified water, the average wastage is 80-100 litres. My per day consumption of purified water is 20 litres. Imagine, I need to waste nearly 300 litres of water (precise resource) to get 20 litres of puried water. Horrible !!! this is the reason for me to propose option 2 above.

Request your intervene to resolve the issue faced by me.

I work in procurement / purchasing department in private firm. Myself have recommended & bought lot of Eureka Forbe products earlier so far for many companies, where I worked. This is worst experience I am facing. Hope, you will understand and resolve it.

Regards,
Eureka Fores unsatisfied buyer,
Prabu
Dear Eureka Forces Team,

So far no feedback (or) conclusion for my issue.

Ms. Anuradha from Eureka Forbes Sales suppose to resolve my issue as per recent communication, but she didn't turned back for the past 15 days.

When I followed with her many times, she directed me to contact Sales Sr. General Manager, Mr. Saravanan as Ms. Anuradha is not able to take any decision/conclusion.

I tried calling Mr. Saravanan few times, but not able to get him.

Who is going to resolve my problem? What is the fun in delivering product which is not performing?

How Eureka Forbes producing such low grade products & marketing to their customer?

How may months / how many people / how many calls a customer should make to resolve their issues?

Is Eureka Forbes trying to make money by cheating customers?

We are losing reliability on Eureka Forbes product.

As a senior buyer working for private companies, myself bought lot of Eureka Forbes product for office/factory maintenance for different companies.

My current experience with Eureka Forbes is really disgusting.

Let me know, will you going to address my problem (or) should I proceed through Consumer court? I have written proof given by your ex-sales Team, Mr. Chandrasekaran & Mr. Aravind.

Regards,
Prabu
[protected]
Dear All,

My complaint is still not resolved. I am in touch with all Aqua Guard Sales & Service Team, but, no response from any one.

This is very worst & pathetic response from Eureka Forbes after supplying the product.

Eureka Forbes tries to propose rosy picture during selling, but after sales, they don't take care of customer. They are not bothered about performance of the product also. Their strategy seems to be, let customer keep crying & get died (as Eureka Forebs already made money by selling such worst product).

Further, without attending to the problem, my complaint was marked as Resolved by someone on 08th Nov (in consumer complaints website).

How this could happen? How Consumer complaints website allows Eureka Forbes to make such note without attending the problem.

I am not getting any response through Aqua Guard website also. I am keep on escalating the issue, but website does not allow to escalate from step 01 to step 02 itself. All seems to be eye washing displays in Aqua Guard website.

Let Me know your response immediately, else, I am going to post Eureka Forbes cheating strategy (attaching all communications / telecon had with Eurkea Fores & Consumer complaints website so far) through Facebook, LinkedIn etc., cautioning my friends, family & their circle not to buy Eureka Forbes product at all.

Regards,
Prabu
[protected]

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    Eureka Forbes - aquaguard - inferior quality water purifier - trying to make money