[Resolved]  Eureka Forbes — Eterniti Model purchased on 07/01/2017

Address:

600015

After going through models I preferred to go for Aqua gaurd considering the brand name and the tenure they exist in this business. While checking online on the product features, I preferred to go for a demo of eterniti model.

One of the executive visited and checked the TDS level(metro water) and the TDS was 236 and he suggested for this TDS eterniti would suffice. He never explained the flipside that this would only act as a filter. Based on his word I made payment of Rs 12490/- . The product was installed only after 6 days (on 13/01/2017) after multiple follow up.

The technician who installed had also not checked the TDS level post filtration.

After a week, my daughter(5yrs) had fell sick due to infection and almost she was about to get admitted in hospital.

While I called one of the known technician on 26/01/2017 and checked the TDS level post filtration, to my surprise it was 332( to quote the TDS from the tap was 236) and I was shocked after seeing this. No wonder my daughter fell sick.

I immediately called the customer care and raised a complaint and informed them to uninstall the unit and refund back. The person who spoke to me said that she had raised a complaint and will get resolved immedietly(req number [protected].+

The same day a technician from Eurekha(Mohan) called me and I explained the situation and requested him to uninstall the unit for which he said he had received only a request to check TDS and said he will escalate post which no body contacted.

I again tried reaching customer care on Saturday 28/01/2017. Since I called post working hours, they did not pick. Promptly they called me the next day morning and I again explained the problem and the person who called me said that she would initiate a escalation (ref no[protected] and she also assured that unit would be uninstalled and refund would be processed.

However, nobody had called or contacted further. Again on Monday we called and spoke to customer care and they said refund is not possible and gave service head number to contact.

When contacted service head, he stated that this is not our problem and requested us to contact the sales team. While contacting the sales team, they had blatantly said that based on our request only the product was installed. Yes I preferred eterniti but im not a technician to know the everything. Yes I preferred this model based on the information updated by Eurekha on site. Then what ever information about the product updated in the site is not TRUE then. The sales person said they cannot refund but rather they would replace a RO with additional charge which we do not wish to.

Today morning, one of person from mumbai or pune called me again and I have to explain the whole history and she said that refund can be very much done as the purchase of the product is between 15-28 days and gave the sales help line number to contact. While my wife tried the number, she was able to speak to a gentlemen called Yuvraj. She again explained the whole history and he said refund is not possible but we will try to replace(I ONLY UNDERSTAND ONE THING FROM ALL DISCUSSION IS THAT THEY ARE RELUCTANT TO PROCESS OR PROCEED TO THE RESPECTIVE TEAM FOR REFUND).

Still my issue is not resolved.