[Resolved] Eureka Forbes — AquaGuard Sloppy Service

 
6 Reviews
Bangalore South, Karnataka, India
 Praveen Jayadevan
This refers to a trivial issue of a broken tap in my Aquaguard RO+UV that made me loose all trust in this brand.
On 1 August, we contacted Customer Care for a broken tap of our water purifier and was promised help the next day. Customer care engineer plays-on complaining he does not know the model we use (though they have it in their database!) and was requesting my mother in law to take photo of the machine and send it via Whatsapp. From office, I managed to get a picture from the internet of a similar model to send him and he said he does not have that tap and will come the next day. On 3 August, he promises to come by 2PM with the right tap, all waited till late afternoon, and then the phone of the technician either gets switched off or goes busy as soon as I call - Exasperated, I raise a fresh complaint ([protected]). On 4 August, I receive a fresh call from another technician saying the tap is not available with him! He does not come on that day and then promises to come on 5 August, at 12 noon - but nobody turned up. Now this is the 5th day after my tap is broken - the unit is useless without the tap. We are buying water from outside all these days and we have an infant at home. On 5 August, evening - I make another call to the Customer Care and they note down all details and confirms an escalation and a repair by 12 Noon on 6 August. Nothing happened on 6 August, nobody called. I again called up Customer Care and requested for the email id of Customer Care Head Ms. Vineth Hegde - they did not divulge. They said they will attend to the problem and a person will be at my doorstep as soon as possible and its already escalated with number 96369298. Nothing happens.
Here, I write - almost ready to bin the unit and look for alternatives.

If one cant do proper service for an essential service like drinking water, its time one stop sales for the same.
Complaint marked as Resolved Aug 12, 2016
As already updated in the main chain, this is resolved after service person confirmed the water is fully potable.

Complaint Status


[Aug 06, 2016] Eureka Forbes customer support has been notified about the posted complaint.
Verified Support
Eureka Forbes Customer Care's response, Aug 10, 2016
Hi Praveen,

We have received feedback from our service team that your issue has been resolved.

Regards,
Eureka Forbes Team
Complaint comments  5 Comments     Updated: Share0Tweet0

Comments

Hi Praveen,

This not what we want our customer's to face. We have forwarded you complaint to our concerned team. Be assured someone from our team will connect with you soon.

Regards,
Eureka Forbes Team
Thanks - a couple of people did contact me but no resolution to the problem. It aggravated.

1/ It appears that your database has two persons (& addresses) allocated to my phone number & email id. I do not know how you have such cases as I have no clue where that house is or who that person is.
2/ Your team has been provided with conflicting information on the AMC warranty of my unit. While AMC warranty extends till 31 January 2018, some of your service team thinks my warranty expired in 2015.
3/ The model in your database is different from what I use.

Consequently, two service personnel contacted me on 7 August !
First person who arrived was from the service team who thought I did not have an AMC warranty. He duly opened the unit to fix the tap (he had the right tap) and informed me that my filter was not working as the purified water quality is below expected norms. He was surprised I had AMC, he was misinformed apparently, I connected him to your customer care who clarified the situation. He admitted he cannot do anything as his not authorised to fix units under warranty. However, he made a definite statement - DO NOT drink water from this unit until filters are replaced as we will get throat problems. However, he said it should be easy to get filters replaced at no cost as its covered under AMC warranty (as confirmed by customer care).

The second service personnel arrived soon after. I confirmed he had the right AMC information and then informed him about the water quality. However, this person came with a tap for a different model. He agreed to change filters, if required, as its in AMC and promised to come back later in the day. He never arrived yesterday.

On 8 August, exactly a week after my first compliant - I am still waiting for a call from this service personnel who has comfortable switched off his mobile even at 11AM.

What do you propose I do now ?
Here is an update.

The service person from the warranty team visited us yesterday (11/08/2016) - tested the water- and confirmed it is 100% it is potable. I double checked with him (Sai) a couple of times and he is certain.

He additionally mentioned that the person from the no-warranty team was probably just trying to sell me extra filters and get some money for servicing !

So much for all your teams - I am marking this compliant closed.
Here is an update.

The service person from the warranty team visited us yesterday (11/08/2016) - tested the water- and confirmed it is 100% it is potable. I double checked with him (Sai) a couple of times and he is certain.

He additionally mentioned that the person from the no-warranty team was probably just trying to sell me extra filters and get some money for servicing !

So much for all your teams - I am marking this compliant closed.

Post your Comment

    I want to submit Complaint Positive Review Neutral Comment
    Your Rating (1 star is bad, 5 stars is good)
    code
    Customer satisfaction rating
    53%
    Complaints
    5317
    Pending
    1851
    Resolved
    2333
    location
    10-2-289/25, 3rd Floor, Sri Laxmi Complex, Shantinagar Colony, Masab Tank, Hyderabad, Andhra Pradesh, India - 500028
    Eureka Forbes - AquaGuard Sloppy Service