Eureka Forbes Complaints & Reviews

I have raised a complaint with eureka forbes customer care (In customer care number) [protected] and received sms saying complaint registered (Complaint number-cmpl199882) and one more sms stating our service partnersadiq pasha[protected] will attend complaint shortly. His service person came and told that it is the problem with filter and replaced filter for which i paid rs 3500. After 1 hr the machine stopped working. When i called them they told it problem with motor which require 2500. I got a doubt and called customer care again and they sent a rep who told that the filter replaced is duplicate one. Now eureka forbes saying that i need to pay again for filter and service sine the person visited is not their employee. If the person is not theit employee how did he come when i called customer care and how did i get the message. Request your help to resolve my problem. Thanks priya mob[protected]

I have raised a complaint with eureka forbes customer care (In customer care number) [protected] and received sms saying complaint registered (Complaint number-cmpl199882) and one more sms stating our service partnersadiq pasha[protected] will attend complaint shortly. His service person came and told that it is the problem with filter and replaced filter for which i paid rs 3500. After 1 hr the machine stopped working. When i called them they told it problem with motor which require 2500. I got a doubt and called customer care again and they sent a rep who told that the filter replaced is duplicate one. Now eureka forbes saying that i need to pay again for filter and service sine the person visited is not their employee. If the person is not theit employee how did he come when i called customer care and how did i get the message. Request your help to resolve my problem.

On 19th september 2018, one representative (From andheri, mumbai office) came to my residence for checking the quality of water of my water purifier (Model: aquaguard gold nova). I did not call him for checking. After his checking, when i started the machine, the water purifier stopped working within ~1 minute. Red lamp with beep (With no water) was indicating on the indicator panel. I called the service engineer. The person came next day with another technician. They told that sensor is not working. They admitted that while checking inside the machine, sensor might have got disturbed. They told that it will be rectified. Subsequent to this, nobody was turning up even on repeated request. Even i have contacted the manager of andheri office. Response was very poor. On 24th september 2018, one senior technician confirmed that the motherboard got damaged.
I want the machine to be repaired at the earliest and free of cost with some reasonable guarantee.

I am using Auqaguard from last 15 years and would like to bring to your notice that, services from last one year has deteriorated to such an extent that I am thinking to switch over to other water purifier supplier.
In short I am explaining my concern.
I am facing dust particle coming in aquaguard from more than last 2 months.Initially we thought this is because of water quality, but when it was not rectified we contacted call center and requested visit of technician.
By the way Aquaguard is under AMC.
Apparently filters were changed in March 2018. Same technician visited 5 times and was clueless about the root cause of this problem . Every time he said he corrected the problem but problem still persists. We escalated to service center and requested to send some expert .After sending field coach problem still remains same .
When discussed with Franchise(From Vadgaonsheri) he suggested me to switch over to other model of AQUAGUARD without even checking the root cause and solving the problem and he adamantly said that I have to bear the cost if filter need to be replaced, though it is under AMC.
This Auquaguard has now stopped working as during last visit technician damaged Mother board, fixed with some makeshift arrangement but this has totally stopped working.
Over past 1 year or so, I had very bad experience with franchises in Pune.
I am not able to use pure water as my Aquaguard has stopped working now and I jeopardize my family's health with impure water consumption over the past 2 months.
I would recommend don't go for Aquaguard. They are changed and not anymore offering services like before.
This is a typical case of how customer is being treated by Eureka Forbes with false commitments shown in ads.

Dear mr. Marzin
I am writing this mail hoping that it will catch your attention.
Its a long mail as i have to summarise more than 30 days of my service experience (Or the complete lack of it) with eureka forbes.
It is really shocking that a company which started off in the '80s by directly reaching out to customers to sell their products has 'no time or courtesy' to even reply to customer's emails now even at the highest levels of service escalation.
Also, at all levels there seems to be a lack o[censored]nderstanding of the experience faced by the customer and i see everyone simplifying it to a technical issue / system issue.
Hope you can understand that a 'bad customer experience cannot be resolved through a technical correction alone'
Regds
Prabhakhar
[protected]

My (Bad) experience of buying a eureka forbes security system for my home is as below.

I had finalized my home security system (Intruder alarm and cameras) with eureka forbes on 15th aug’18 with sales managers - mr. Gopinath and mr. Abhishek and paid the entire amount. I had fixed up for installation on 18th aug. The appointment time given by the sales managers was 11.00 am. However, i waited and no one turned up. After a couple of calls, both the sales managers didn’t pick my calls. Later service manager durai called and said he is sending a person. The person (Anandraj) arrived only at 4.30pm. So, i had waited the whole day and had to cancel all my other work.

He installed the system partially and said he will come back on 20th aug (Monday). Meanwhile, the next day, the alarm receivers stuck to the doors fell down twice.

He came on 20th aug (Monday) evening with another person karthik and refixed the system and gave a warranty card, but no bill was given for the total amount paid for components and service charges. He claimed that bill will be sent once they close the installation request in their system. But till date have not received it.

On 21st aug, morning, one camera stopped working, i called anandraj and he came in the evening and fixed it.

On 22nd aug, one door alarm system stopped working. When i called anandraj, he asked me to put it on bypass mode and said that he will attend it next day. However, for the past 2 days, kept giving revised appointments but has not bothered to come.

On 24th aug, i called the helpline and registered a complaint around 12 noon and stated my preferred appointment time as 10.30am for next day (25th aug).

On 25th aug, i waited till 12.30pm, no one came. So, i called the helpline again and they said they will attend to it. I asked for a service escalation, but they said the officers are busy and they will arrange a call back. However, no calls came till 1.30pm from customer service or complaint team.

In summary,

· i have spent rs.65000 for a security system which doesn’t work properly.

· inspite of multiple attempts to complain, the issue is not addressed. Seems that the service standards/ culture is very poor across different departments.

· no appointment time is honored properly. I have had to wait whole days for eureka forbes. This has spoiled my other important work and wasted my time.

· security system not working for a few days doesn’t seem to be an emergency/priority. If service response for such a critical product is so poor, then i think buying this product from eureka forbes is a big risk.

I am completely dissatisfied with the sales and service of eureka forbes as you can see the numerous deficiencies that i have experienced in this whole matter. If this is the service culture, then i am not sure about how we are going to trust the relationship with eureka forbes. Either there has to be a clear shift in standards or i will have to take further steps to compensate my loss in this deal.

The above message was sent to ms. Vinath hegde on 28th aug’18 by courier (Received on 29th aug’18). Post this, i received a call from[protected] on 1st sep’18 at 2.05 pm. I explained the entire issue again to this person, who promised to resolve it. However, till 7th sep’18, there was no response. So, i escalated the issue with the above details to the ombudsman through courier sent on 7th sep’18 (Received on 8th sep’18).

Meanwhile, i received a call from the service technician (Who originally installed it) on 11th sep’18 at 11.05 am. He claimed that it was all his fault and that he is in trouble. Also, on 17th sep’18, one mr. Durai (Regional service head) spoke to me and landed up at my place (Without an appointment). I explained to him the following concerns.

1. Installation appointment was not kept and i was made to wait an entire day. Even then the installation was not done properly and one zone is still not working (More than 30 days now).

2. Alarm system not working in one zone – multiple complaints at all levels were done (Call centre, customer care, customer care head (Ms. Vinath hedge), ombudsman (Ms. Asha idnani). No response or reply or resolution at any level

3. Sales and service managers don’t even bother to attend my calls. Their job seems to be over once the money is paid.

4. No invoice given for the amount paid. Mr. Durai said he will get it organized the next day, but still haven’t received it.

5. I informed mr. Durai that i was more concerned by the lack of response and apathy from the senior management of eureka forbes (Who didn’t even bother to reply to my complaints) and so i would need a letter/email from them addressing my concerns and ensuring that such service lapses will not happen in the future. Having bought a lifetime product, i am seriously worried about future service on this product. No response on this matter till date.

To all this he replied that my letter to the ombudsman was routed back to him. This is absolutely not right. When i escalate and write to a senior person, i am doing so because of a concern at the junior level. If they don’t bother to reply back to me directly and route it back to same point where the issue is, i don’t think this escalation system respects customer’s concerns.

The request is raised since 14th and issue is not yet resolved. 3 Technicians have visited but no one could diagnose correct fault. Even damaged my machine with their trials. Email id is useless as no one responds there. Escalation site does not work. Customer care guys and local support teams are working in connivance. Requesting to please look into this issue urgently.

Have purchased a water purifier in july2018 which after installation the technician said it is a defective piece. After multiple follow ups raised a request for a replacement. There was a lot of time delay and lack of responsibility from all the teams. I had to call the call center daily, hourly to get the same replaced. Then recieved the replacement. Ms saumya from the online team mentioned to me on call that they currently only have all defective pieces and the product is out of stock. But they again sent the defective piece in replacement. Again another defective product. The technician who installed said it is defective. So then again multiple calls and emails to get my issue answered. Again noone answering to calls or emails. I had put a complaint for refund since this would be a third replacement.
The online team is puting on other department and noone answers. The issue i escalated and now the manager also does not respond.. No person in eureka is helping getting my issue solved and an getting troubled as i have to call up to know the status. The issue is not attended and still am troubled. Due to the issue, i m spending daily money to buy water from out and call daily atleast 10 times to call center, online center to get the issue resolved. But there is not a single person who is helping to get my issue resolved.
Bill code - [protected]
People contacted for help - online team - ms saumya, pinky, ms bablee, ms sangita,, mr. Surender, mr. Vijay patil, mr. Vineet jain.
Complaint#[protected] raised for refund

Customer id: [protected].

I don't understand why anything can be so superbly pathetic until i met eureka forbes. The so called executive assured me a service of my now defunct dr. Aquaguard by 4:00 pm of the previous day i. E., 20/09/2018. However it's 21 of the next day and still no reply whatsoever.
Even before that on 19/09/2018, i personally called the technician directly and the answer was "i am busy today but i'll try tomorrow" and that tomorrow never came.
I failed to understand why's there so lackadaisical attitude that a supreme company like you are holding. You should understand that the product is not a desire/want but a necessity. The product has been in a non-performing state since the 18th and it's 21st today. Accidently you might have some understanding as to how hardship we may possibly be facing.
I don't have the leisure to keep calling and running pillar to post everywhere. Moreover the product is just a month old. You didn't took time to install. But after the installation the "forget it" attitude is amusing.
Kindly treat this with supreme urgency and dedication.

Do i need to sign off with thank you, sorry no not at all.

With reference to the above service contract, I would like to inform you that this AMC was for a period of 3 years from 11th December, 2015.

During first service your technician changed the carbon granules etc. After that it has not been replaced till now. I had brought this to your technician`s notice about 7 to 8 months back, since the taste of water had changed, but nothing happened from your side, eventhough, I brought to the notice of your representatives during their subsequent visits.

Hence, I lodged the complaint on your customer care number on 20th, 23rd and 25th August, 2018 under reference nos.[protected], [protected] and [protected] respectively. Your technician attended all the 3 calls but did not replace the consumables for which I had lodged the complaint specifically on every occasion. Every time he attended to the leakage problem, which resurfaces again after 1 or 2 days of it`s rectification (This leakage problem is there for more than 1 year).

After all this I visited your office in Kalyan (west) on 31st August and met Mr. Shakti to lodge my complaint. He checked the details on his laptop and confirmed that there is deficiency in service. He assured me that he will get the job done in a day or two. But I am sorry to say till this moment (20/09/2018 - 4.00 p.m.) no body has come. I would like to add that the leakage problem has surfaced again.

I therefore expect that you take the necessary steps and also explanation.

If you don`t attend the problem urgently, then I have no other option but to approach the consumer court.

In the installed machine error message fault sen -1e is reflecting on the display screen. No water supply output. Machine no. B074w6tgzh is not working since last 7 days. Number of times complaint has been registered in phone. Pl attend the same at the earliest. Because the machine is installed at crucial location in power plant. Please depute your service engineer at site to resolve the issue. Last time during installation we have phased lot of problems after registration machine was installed after 3 days

The company reputation has gone rusty. They just sell warranty and do not honor the agreement. Talking to customer care people is now a daily task till you get your things done. Be it 8-10-15 days. Your request/complaints will not be attended. That's how they survive in the competitive market. It has been 8 days and counting. My Water purifier is still in the box and waiting to get installed.May be this will ring some bells.

Abhishek
[protected]

I have an Aquaguard water purifier at home that started leaking water about a week back. I called up the Eureka Forbes helpline and lodged a complaint for the same. A technician visited our house and after checking the unit, concluded that a rusty portion in the exterior was responsible for the leak and that it would take a few days for the replacement part to arrive.
However, he requested us to officially mark the complaint as resolved on the spot and said that he’ll be back with the parts when they arrive. He’s no longer picking our calls and is completely ignoring us.
I again lodged a complaint, and another technician arrived and dismantled the entire unit, saying that he’ll be back with the replacement part in a day or two. He has been ignoring our calls too, and so are the people at Eureka Forbes headquarters.
I want to use this incident as a proof that Eureka Forbes have a critically poor service network for substandard products, and will advise other potential customers to stay away from purchasing any Aquaguard model and go for some other competitor product.

I bought Dr Aquaguard one and. half months back. But for some reasons it stopped working today. As per your guidelines I asked for servicing through sms request. The technician who came to attend could do nothing and worrying part is that he came to attend my old Aquagard machine(gold nova) as my Dr Aquaguard is not yet updated in the system. They (servicing center) called me several times for deleting the old one and updating new one. Surprisingly not yet done till today. Selling the product and achieving target should not be the only motto. Highly disappointed.

I had order online for water purifier and paid money online... I had send many emails and called at customer care.. But nobody called back.. No response... Very bad experience... Do not buy this product online... This is my last purchase.. Im regretting.. Pls suggest what to do... I wanted to cancel the product and want my refund.. My order no is [protected]
My customer id [protected].

Dear team,

This is nilesh sarvaiya from kandivali mumbai had purchased a water purifier of brand name aquaguard of rs.13000/- on nov-2017.

From very third day product started providing an issues and we thereby informed aquaguard cc team to look into by sending an engineer. I even ask for the replacement but they assured me the issue won't be arising now. Very disappointing to say first each month i need to log an issue and now it happens every fortnightly.

After spending a hefty amount we still are not satisfied with the product as it calls for regular fortnightly services which was never expected from such a brand in a competitive market. We couldn't bear after a warranty period such charges on fortnightly basis.

Therefore would request you to look into the matter and provide me with replacement.

Best regards,
Nilesh sarvaiya
M-[protected]
Dear team,

This is nilesh sarvaiya from kandivali mumbai had purchased a water purifier of brand name aquaguard of rs.13000/- on nov-2017.

Yet yesterday 16th september 2018, aquaguard machine functioning got hampered and issue was discussed with senior team members mrs. Suchita harpalle, mr. Vijay patil and mrs. Shraddha. Again like earlier months new technician comes and repair it out for functioning for more 15 days. It's now a torching us and re-again requesting for refund of amount or immediate replacement.

From very third day product started providing an issues and we thereby informed aquaguard cc team to look into by sending an engineer. I even ask for the replacement but they assured me the issue won't be arising now. Very disappointing to say first each month i need to log an issue and now it happens every fortnightly.

After spending a hefty amount we still are not satisfied with the product as it calls for regular fortnightly services which was never expected from such a brand in a competitive market. We couldn't bear after a warranty period such charges on fortnightly basis.

Therefore would request you to look into the matter and provide me with replacement.

Best regards,
Nilesh sarvaiya
M-[protected]

May 2018 purchased aquaguard reviva ro from sales executive gajanan mandalik (Id[protected] committed 1aquaguard bottle on giving 5 references & 5 bottles on 1 referred people purchase. After purchase, he took my references & committed 1 bottle within a week but he didn't. Meanwhile i knew that he contacted my references & my customer id yet didn't register in system but when i asked him, in very unprofessional & illmannerd way he replied that he didnot mention my references with my customer id & he won't + committed bottles took by his sisters & i have no right to ask about it + himself said go & lodge complaint against him & when i asked for the same then he said forget your bottle.
Is this the professionalism & mannerism to deal with the consumer???
If he is behaving as such then what about his seniors???
Consumer won't die for a gift but commitment is the base for trust on the company.
Very bad experience with eureka forbes.

I m fed up by following up my complaint wch i registerd more than a mnth ago... Nobody at eureka forbes customer care doing any thing jst apologising nd closing my complaint without attending and resolving it... I hav complaint several times nd rcvs a txt msg nxt day that my complaint has been attended nd closed... Every1 is a big liar... I hav complained thru calls... Mails everything possible... Bt these ppl r worst... Good fr nothing

Wrost service experience i ever seen in my life😭😡
I brought aquaguarde superb water purifier from mangalore city centre on last september. I called customer care thousands of times for service till the date not made a single service from your side. Till the purchase date i’m facing problems from your side..
Please🙏🙏🙏 stop selling such a wrost product. It’s my first and last product from aquaguard brand.
Thank you.

Customer id
[protected] name ahmed basha
Jamalia nagar

Your team staff mr avanar was given wroung commtment and sell the water purifier. Very next day his phone are not working and no response, and another staff mr. Arul also guide to us and collected the bank statement, but no one mention for emi payment extra charge to be collect, he said cost of machine is 16000/- and emi cheque collect 16080/- 8 cheques, bur extra 2000/-
Cash collected it was refundable after processing he said,
After installation he was not able reach. Pls clarify he also told installation time your get 10000/- worth of vouchers and storage water bottle 2 nos.
Please clarify and sort out issue.

Ahmed basha

Today is the 4th day my machine is not working & I'm not getting a single drop of water Just give me answer
Are these are your services...
Totally fed-up of all your false commitments
I humbly request you to look into my matter seriously
Within 10 months of our purchase
The product has 11 complaints
How can a new product has too much of complaints
Please help me out