Eureka Forbes — dr. aquaguard magna (complaint #s[protected], [protected])

Address:

Mumbai City, Maharashtra

The subject ro water purifier that i purchased vide invoice dated 26/9/18 suddenly stopped functioning in early november 2019. On contacting their service centre, i was told that this happened because the one year warranty had expired. I explained to the service representative that the guarantee provided in the user's manual (Page#18) clearly states the life of the appliance is until 6000 litres are consumed and we, a family of 3, have not consumed more than 3000 litres during the one year period. When he insisted that i must first subscribe to the amc for him to have the appliance functional, i requested him to prove first that we have consumed 6000 litres. He was unable to do so.

Therefore, i called the service head of eureka forbes, subhasis sarkar, on 25 november 2019 and since then, i have been in sms and email correspondence with him. Regrettably, apart from offering a 20% discount on the amc, he too, has not been able to prove that our family of 3, have indeed consumed 6000 litres thus resulting in expiry of the life of the appliance. On explaining to mr, sarkar that no manufacturer can compel a customer to enter into an amc just because he/she can save on service charges and repair costs, should there be any fault in the appliance during the contract period. This is entirely his/her discretion as in case he/she decides against entering into an amc, it is understood all costs would be borne by him/her. However, this cannot be a reason for the manufacturer's refusal to honour its commitment/guarantee with respect to the life of the appliance.
Although i have formally shared my feedback to the automated email dated 18 december from eureka forbes and have also reiterated my position to mr. Sarkar vide my last email dated 26 december 2019, and requested him for a resolution by 2 january 2020, his response or resolution is yet to be received. I have therefore no choice but to seek your immediate intervention and redressal.