| Address: Chennai, Tamil Nadu |
From,
Joshua Williams. V
To,
The Managing Director
Eureka Forbes India Pvt Ltd.
Dear Sir/Madam.
I’m Joshua Williams. V, now residing at the above mentioned address. I and my family have been loyal customers to your company since its inception in INDIA. As a person who lived abroad and seen several multinational brands I can confidently say that Eureka Forbes manufactures some of the best durable and reliable products, a few of which I have used and recommended to a lot of my friends and colleagues. My experience with your company has been great and is the sole reason for our loyalty towards the brand.
A few months back, after doing an extensive research on the internet and by collecting individual feedbacks from friends and considering our experience so far I decided to buy the Aqua guard Duo RO system as against Kent RO purifier which I found to be the closest competitor in terms of technology and function. Easy pay Scheme was another attraction that your company offered which was not available with Kent.
I must admit that the build quality of the machine was excellent and I was looking forward to a trouble free experience as ever with your products. But that expectation was short lived when one morning I walked into our hall only to plunge my feet into a pool of water caused by the continuous overflow from the tank (RO filter) all night. The incident rendered several items useless and I was close to being electrocuted as power extension strips were kept in the floor. The water also damaged an expensive hand woven Kashmiri carpet which we considered very valuable.
Agitated over the incident, I immediately raised a complaint with the Euro Helpline as it was only a week since we had bought the equipment. I was told than an engineer should attend to the issue swiftly but he visited our place only 3 or 4 days later. I explained to him everything that had happened that day and he dint seem to care the least to empathize. I asked him what he intended do about it and requested that the equipment be serviced immediately or I be given a new fully functional machine with no defects. As a customer I exercised my rights which I believe I have, to demand a replacement against the faulty machine which wrecked our house.
The service engineer said he just came to check on the issue and did not carry the spares to rectify the faults. He said the equipment’s water level sensor malfunctioned due to which the overflow had occurred. I told him another issue that I noticed. The blue pipe that sends out waste water was flushing out 24/7 and dint seem to stop even when the tank remained full. The service personnel stated that it was a problem with a set of springs and also suggested that the motor be replaced. I added that the UV light never came on even when the process was running once in six hours. He said that the light will come on and we may have failed to note it. He then left our house saying that he would return in 3 days with the necessary spares and the machine remained untouched. Three days later when I contacted him he said the parts hadn’t arrived and he will come over whenever it was available. In the mean while I wanted to check on UV light issue. So I installed my handy cam focusing the unit and let it run the whole night. The next day I ran through the footage to check if the UV light lit up anytime in an interval of 6 hours. The process did happen but the light never came on. It was already a month and a half and my constant follow ups with the service engineer did not yield as he never answered the phone. My wife insisted that we stop the payment in favor of Eureka Forbes for having cheated us by giving a non-functional product and turning a deaf ear to our persistent request to resolve the issue. But none of our measures seemed to bother anyone from your company to the least.
During the course of waiting we decided to shift our house due to certain inconveniences that we were facing. A week after shifting we decided to fix the equipment as we had no proper source of drinking water. Everything seemed to look good after hooking up. The blue pipe stopped flushing water; the equipment seemed to have fixed itself. When we were just about to cherish the moment of happiness of a working machine, everything turned otherwise. The machine started making a loud noise that sounded like our common centrifugal pump pumping water out of a sump to the tanks. The sound was very loud that we turned off the machine thinking it might blow off any moment. We checked the water pressure through the tap and also the level of water in our overhead tank and there were no problems with it. Dejected about the situation we felt cheated for having bought the Equipment from Eureka Forbes and regretted our decision of not having given a second thought about Kent. My wife was unhappy both with the product and my decision of buying a Forbes product solely based on my loyalty.
I then reached out to a local Eureka Forbes Franchisee office close to our house and informed them about the situation and I was assured that someone will attend to us at the earliest. Like every other promise made by Eureka Forbes this too just passed away. A month after we shifted to the new place I received a call from a lady who claimed to be calling from the Eureka Forbes office enquiring as to why the cheques that I issued under the easy payment scheme did not realize.
I patiently explained to her the whole issue that I had been facing since the first incident. She then promised to send someone to take care of the issue and I conveyed my address. A month later three representatives turned up at my door stating that they have come to check the machine. I again spent all my time narrating the entire story and our disappointment with the equipment.
One of the gentlemen claimed to be an area manager and he promised to have the issue resolved. The Two other drained the water from the tank turned on the machine filled water cleaned the tank and then declared the equipment to be in perfect working condition. I told them that I’m not satisfied with whatever they just did as the cause of the underlying issue was never determined. They failed to agree with me about any issue and suggested that I install an external filter for a higher level of filtration. I requested that the filter be fitted immediately but they said they do not have anything handy but promised to come and install it in a weeks’ time.
As it has been the way, no service engineer turned up but someone from Eureka Forbes, who claimed to be a collection executive who never carried an Identity card or a name card/business card, came over to demand payments. I gathered all my patience and once again spend my entire time narrating my pathetic and bitter experience and clearly mentioned that I will not authorize any payments unless my request for a replacement is processed to my satisfaction. The man then left. As my nature of Business demands me to travel places I was not available or reachable for a few weeks and the only person other than me in the house is my wife. During one of those days when I was unavailable at my house my wife called me up and said that a person from Eureka Forbes by the name of Vibushnan has come to ask for payments. It was 09:15 pm and I asked him what business he had in my house at an odd time. He said that he was the person who sold me the equipment and asked me for the payment. Amidst my busy and hectic work i narrated the entire incident one more time and how my request for a replacement of the equipment never paid heed and only turned deaf ears. Vibushnan carried an unpleasant attitude and refused to understand any of my concerns. I told him that I will be unavailable at my house and asked him to come home after a week while I’m available.
A couple of days later my wife again called me up and told me that Vibushnan came to our house at 9:30:Pm and stated that he wanted to take the equipment to be replaced with a new machine so as to fulfill my request. He convinced my wife that I had given the authorization to carry the machine from the house by calling him that day. My wife refused to let him in as it was late in the night and very Inappropriate to let anyone in the house during the absence of the male member of the family. But Vibushnan insisted that he has to take the machine to process my request. So she tried reaching me over the phone to verify but as I was held up in a remote location with poor reception I was not reachable. Panicked and Confused my wife did not know how to react to the situation and asked Vibushnan why he came at this time of night. Vibushnan reassured that the equipment will be replaced if he was allowed to carry it. Vibushnan then went into our kitchen unhooked the equipment and also removed the pipes and said that he would talk to me about it.
When this incident was brought to my notice I was severely disturbed. But was relieved that my wife was safe. On my return I called Vibushnan over the phone and asked him why he had taken the machine without my permission and what was happening to the replacement and when I’m likely to receive the new machine. Vibushnan reluctantly replied that the machine is with him in their office and they will not process any replacement whatsoever and put forth an ultimatum stating that unless the payments are cleared the equipment that was taken from my house without my knowledge will not be returned.
Having realized that my wife was deceived, tricked and victimized by Vibushnans conniving and scandalous tantrums. I was deeply hurt. For a person (Employee of Eureka Forbes) to come home at odd hours during the night while the male member of the family is not present and knowing when the women of the house is alone. I figured that Vibushnan and his accomplices must have closely observed our going out and coming in by hanging around our premises often. I was well convinced that he was either instigated by his company (Eureka Forbes) to use such cheap, unscrupulous, shameful methods or he acted upon his own understanding. Either which ways now I’m forced to take up this incident to the next level.
It has been close to 3 months and we have not heard from anyone at Eureka Forbes. What I requested was very simple. A replacement of the equipment that failed to satisfy a customer. Isn’t good business all about delivering quality products and superior customer experience?
TO WHOMSOEVER THIS MAY CONCERN
By way of this letter I would like to inform you that I, my wife other members of the family are deeply hurt and disturbed by this incident and we have been advised by our family, friends and well-wishers to report and instigate appropriate legal proceedings against Vibushnan or anyone associated directly or indirectly with Vibushnan who acted on the influence of the company or upon their own understanding in this heist, in the interest of the safety and protection of several consumers like us and for the loss of our articles, time, money and above all peace of mind.
Thus.
Joshua Williams. V
Aug 13, 2020
Complaint marked as Resolved Nov 09, 2017
Updated by sylvereye07 No response until day. Now you know why they are doing bad in the market.
Please accept our sincerest apologies for any trouble or inconvenience we have caused you.
We deeply value your relationship with Eureka Forbes Limited and wish to provide you with the best solution to resolve your issue as soon as possible. In order to do so and to prevent this problem from occurring again, we require your cooperation.
Please visit the service redressal page on our website: http://www.eurekaforbes.com/escalate-your-service-request.aspx and place your complaint online.
Or provide us with your service request number if you have already registered a complaint with us
Service request number ______________________________
This way we can ensure that our customer service personnel will address your issue immediately. For any further clarifications, please do contact write to us at: [protected]@eurekaforbes.com
Regards
Eureka Forbes Team