[Resolved]  Eureka Forbes — ef aquaguard amc / warranty period hd filter change denied

Address:	Bangalore, Karnataka, 560077
Website:	www.eurekaforbes.com

I had purchased dr. Aquaguard magna hd green ro water purifier from eureka forbes aquaguard. Being in bangalore, the service was provided and installed last year in the month of sept 2016.

My customer code with eureka is [protected]

However, before 1 year had completed, the hd filter which is under amc / warranty replacement needs to be changed as per the technician who had come to visit us.

Service request no: [protected]
Date of request: 13-aug-2017
Technician: mr naveen kumar ([protected])

Since he did not satisfy our service and asked us to pay for hd filter replacement, we raised another service complaint whose details are below.

Service request no: [protected]
Date of request: 19-aug-2017
Technician: mr naveen kumar ([protected])

After an argument, he called his supervisor ms sudha (Sudha. [protected]@eurekaforbes.com / [protected]) who tried to manipulate us to purchase the new hd filter for 4500 inr, even though we are under amc contract which started from 09-sept-2016 till 08-sept-2016. Screenshot attached.

We talked with her and yet she was not ready to accept the fact that we are eligible to have the hd filter replaced. We even sent her mails with the relevant screenshots that state my customer code [protected] is under amc. Screenshots attached

Since, they were not ready to change it as per the contract, we did not accept to change the filter at a price.

Today, i had received a feedback mail from eureka forbes, for which i gave a very negative feedback as the experience with sudha and naveen has been very very depressing for a customer being denied their product rights.

As soon as the feedback went through, i received call backs from the customer service center.

Nithin ([protected]), who is apparently a manager with aquaguard called us at 12:15 pm today (13-sept-2017) and told us that the complaint was raised a month ago and that as per the amc warranty, we, we are completely entitled for a free hd filter replacement. Based on the confidence that he gave in the morning, we agreed with nithin to have the technician visit us and do the needful. Phone number and call timing screenshot attached.

Service request no: [protected]
Date of request: 13-sept-2017
Technician: mr a naresh kumar reddy ([protected])

After naresh arrived, he blatantly said that we need to pay for replacement of the hd filter or renew the amc. This time we called nithin again, and he changed all his statements to his favor saying that we should pay for the replacement of the hd filter.

It has been a horrible experience with ef aquaguard bangalore customer service representatives who are looking to manipulate customers by attempting to make them pay for the product even though they are under a particular contract.

The screenshots clearly show that i have an amc start date, an amc end date and an amc renewal date, which the representatives are ignoring and denying us the replacement

I hope no customer experiences this sort of torment again