| Address: Chennai, Tamil Nadu, 600093 |
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]
Nov 8, 2017
Complaint marked as Resolved Eureka Forbes customer support has been notified about the posted complaint.
Verified Support
Oct 08, 2017
Eureka Forbes Customer Care's response 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
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