To the respected Authority,
I (Dr. S. Ramakrishna ) have taken my Aquaguard classic model water purifier for changing water purifying candles to the nearest Aquaguard service center, where the service person checked the working condition of the product before commencing to change the candles, and said only requires changing of candles, as it is in good working condition, ( Till then it was under AMC and was in good condition, recently my AMC time was over, As my new clinic is very near by to service center and the time to change candles had come, brought it to service center), he had changed the candles and charged me around 775/- ruppes, and didnot gave me receipt for that, as he forgot to give me, he had entered the details in the receipt book, when handing over the product he didnot demonstrate the working condition, as they were changing to lower floor, many things are being dismantling, and was not having sufficient water supply at the time of handing over to me, i asked him to demonstrate in lower floor any possible location, he said nothing to worry as only candles had been changed, then i took to home and started the machine, there was water leakage from out side candle box and from the upper cover of machine box, as inside candle was also not tight, and in no time machine stopped working, sensing product may give shock as water sweeped into the inner parts switched the machine off and taken it to him on the same day and explained the situation to the technician ( mallesh ) who repaired, he told to take it back and as it is closing time and cannot keep machine in the permises due to security problem as many outside people are working in for changing location, and i reminded him to give the receipt he told to take next day, i brought it on the next day he was not available in the morning asked me to bring it in the afternoon, even at afternoon he was not available, i requested the other guy ( vishwanath ) available to keep it there only, he asked me to carry with me only. the next day also he was not available in the morning and evening, i made few calls to Mallesh he did not lift the phone, as Vishwanath was available i asked him to help me out by calling any available technician, he told Mallesh is only the right person to handle and when Vishwanath made him call he lifted call and said to come some other day as he was busy in meetings. in between i made him calls and not getting proper response oneday brought to sevice center to complain higher authority, he was there and on question him he said they donot even have proper eletricity to check, he opened it and said fuse had gone, iam replacing with new one now you can use it, as i was not sure and suspecting his credentials, i said until unless you demonstrate i will not take it, he told to carry it today and bring it in 2 days by then total shifting will be completed, later few times made him call twice responded and said shifting was not over, i was fed up as nearly 2 weeks completed, took it to the service center once again on 5-5-16 ( receipt No: 34421 )one person by name Aslam was available and explained him the condition, and asked him to do demonstrate it today some how as how long we have to buy water, he told by afternoon he will do it and asked to come at afternoon, in the afternoon he said they were busy and asked to come in the evening, before going made a call to aslam he told to come next day, next day morning asked me to come after some time, i got angry and asked, what is this, is it the way to provide the service, he said by evening he will verify the problem and let me know by calling me back, i didnot receive call, after 2 days i had been to service center and met aslam, he told mother board has been damaged, has to be replaced, i told him when i brought it here it was working now due to leakage it may have damaged and its the service men mistake, then Aslam made a call to Mallesh to discus about this, Mallesh told me that due to high voltage current it had damaged, not due to water sweeping inside, asked me to pay for AMC of Rs1800 change so that part and candles amount will be adjusted in the same, as i nwas suspecting, i told him that no other equipment in the house was damaged and asked him to give me in Written that the part was damaged by high voltage means and not by water sweeping inside, and give me the damaged parts back to me, he told it was not possible as it was not there in companies policy to be given in written, and parts will not be given to the customer, i said some how i want to be given in written, he told to come after some days as the mother board was not available, after few days i made a call, he told soon they will get the part, later few times i made him calls rarely he lifted, one day i have visited service center and asked him how long will it take to get part, he said what would i know when we will get the part, i asked you might have informed me on call that part had not been received, and how many times i have to call you people, not even lifting the call, he said it is your responsibility to know, it is not his responsibility to call if it is late, when i said it is not the way to handle customers, he said when work is finished will be informing, after few days i was fed up and thought they are willing diong it, i said baba please repair it and doesnot need any Written letter, he asked me to pay balance amount of 1100 change, i said ok, later when i made a call to come and take it he told that it had been sent to other place and the person will install and demonstrate at home only, in few days on 2-6-16 one person came to home and installed and started the machine, it was leaking from outside candle, he told it had to be made tight and is not having instrument to repair, i got angry and said till now also you people didnot do it properly, i need the repaired part and the letter, he said we cannot give any thing in written, please leave off sir some times by mistake happens, next day he repaired it and even domonstrate, i showed him from where leaked last time, he it is impossible to leak from above, anyway problem had been solved know sir why we want now all the discussion now, and was aking me to give 2200 rs for spare replacement and if required AMC another 1800 rs, i said what Mallesh had in formed you, then he said generally we will be charging so only but for me they will be charging only AMC amount and service charge 450 rs amount as he came home to install, i said Mall esh told to give 1125 or so as i allready paid 775 for candles, he said it is not possible because people who have expired AMC has to pay extra, he made call to somebody and switched his speaker on they said people who are out of AMC has to pay service charge and AMC amount, i got angry and said that you people are playing with us and i didnot even call u to for service, you your self came and asking me to pay, i told that i will pay for all the things including spare part cost, i need every thing on paper including reason for damage, he said it was damaged as ants went inside and was showing some mother board saying it is your only it it damaged here, i said ok you give me the damaged part and letter for damage, he said company will not allow to write and give, i asked him wanted to speak to higher authority, he made a call to some person i spoke to him to give in written, he later took back the installed machine and said ask the person whom you gave to repair, we have to take it back.
( i have taken vedio while taking back.)
I did not receive any call from them for many days, i called back Mallesh and asked him still u didnot receive back my machine or what he said no, i said i thought off forgiving you, even knowing that you damaged the machine, ( he didnot say no, and not my fault also ) some times mistakes may happen with anybody, when you said in AMC only everything will be covered, i was even ready to pay later you people demanded more, you people are doing as you wish, he said i dont know that he demanded more, i will speak to him and let you know and kept off.
Even still today it is with them without any information.
kindly you people take proper action over them and do justice to me, let this people not play with other customers in future,
Thanking you,
Dr. S. Ramakrishna.
Email : [protected]@gmail.com
[protected]
Aug 7, 2021
Complaint marked as Resolved Eureka Forbes customer support has been notified about the posted complaint.
Inconvenience regretted. We have made a note of your details and our customer care team will get in touch with you at the earliest.
Regards,
Eureka Forbes Team.