[Resolved]  Eureka Forbes — Bad Service by Eureka Forbes

Address:

Puri, Odisha, 752001

I have been using Aqua guard Eureka Forbes for the last 25 years. My customer ID is [protected] My mobile # is [protected].

During my service with SBI, I was having the product installed at my residence at Banks cost. Any service request was made to the bank which in turn used to take up with the company which was keen on providing me service as and when required. But, things have changed and after retirement om Bank's active service since 2006, I had to purchase it myself.

During the past decade, my experience is not that rosy and I have always been subjected to unnecessary delays and difficulties. I have always had to register my complaint more than once and wait anxiously for the service setting aside my urgent domestic works. The dealers have always been non-co-operative and even does not bother to answer my call or call back after their return from any work whatsoever.

As always my AMC is valid and current during the period of my call, I am entitled to receive instant service. But what of the dealers, even your customer service desk people have not been aware of the seriousness of the water crises. There are too many in the past, but to quote a recent example, when the machine was non-functional, somebody from the customer service desk told me that the water problem as per the company rules would be solved within the next 48 hours. If this is the attitude and training of the staff members of the company, the AMC system should be discontinued forth with. .

During the last decade especially, as I have seen that the dealer is the monarch and the customer is at his mercy. He does not bother to answer our call on any emergency or call back after his so-called urgent commitments are over.

I don't know whether the mechanics under the dealer are adequately trained or not, but after every repair, a problem crops up within five to six hours. As in the past, the mechanic tried some tricks a couple of days back and it came to my notice somehow or the other.that the candles had not been fixed properly, He admitted that one candle namely, MULTILAYER POLYPROPYLENE YARN WOUND CATRIDGE had been disconnected to the process to ensure free flow of water.

The Aqua Guard Reviva- RO has four catridges. As I know that when a candle stops functioning, it has to be replaced at th customer's cost More than one candle may need replacement all at a time. I don't think the dealer or his mechanic has been instructed connect the machine to the water source overlooking the filter factor.

The earlier system of rating the service rendered after complaint gave some power to the customers to let you know about the quality of service the dealer is rendering. But your present system is confusing and the website referred does not allow us to write down completion of service. This prompts the mechanic to decamp even if no effective correction has been made.

Finally, one suggestion, catridges as and when necessary should be provided by you instead of the customer going to purchase the same despite AMC,