[Resolved] Eureka Forbes — Eureka forbes unable to service in warranty water purifier even after a month of service request and follow ups | |||
I am struggling to get my in warranty RO water purifier with Eureka Forbes which is worth Rs 17000 serviced as it is not functioning well and for the past 45 days Eureka Forbes cannot arrange a single technician to service my in warranty product. I am so astonished to know that a company which is worth crores cannot send a technician inspite of my repeat followups and talking to their regional heads. I will never ever recommend Eureka Forbes going ahead as they cannot manage or resolve post sales issues. Below are my ticket numbers which do not capture me talking to their regional head Mr Eshwaran, Rajiv Singh on multiple occassions. 19 Nov[protected]th Dec[protected] Also it seems Eureka Forbes is trying to push me into the no warranty zone by not attending my calls which is poor customer business and unfair way of carring business Was this information helpful? | |||
Complaint marked as Resolved
Hello Mr Manoj Mishra,
Firstly i am quiet surprised to find my email was taken seriously and Mr Rajeev reached my house by 7:00 Pm today
to take care of the issue.
Rajeev along with the local franchise technician diagnosed and fixed the water filter issue to my satisfaction. The whole procedure took 2 hours and I praise the teams efforts in staying back to complete the task.
However I have some quick feedback-
A) Field technicians(including the one who came to my house today) are not capable of fixing or sometime even diagnose the issue
and I have shared this feedback with Rajeev Singh too today.
B) Consumer complaints that get routed from call center to field technicians attached to regional franchises are not tracked
correctly because of which tickets get closed even if the consumer problem is not fixed.
C) I have a strong suggestion for EFL to work on tracking call center tickets and ensure consumers are called back to verify fix.
This may require adding more processes in the existing system however it will definitely pay off in the longer run.
Once again i thank Mr Rajeev Singh to attend my query this swiftly and closing my issue. | |||
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10-2-289/25, 3rd Floor, Sri Laxmi Complex, Shantinagar Colony, Masab Tank, Hyderabad, Andhra Pradesh, India - 500028
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Please accept our apologies for the inconvenience caused.
We deeply value your relationship with Eureka Forbes and wish to provide you with the best solution to resolve your issues. We have made a note of your contact details. Our executive will fix an appointment at your convenience and resolve the issue at the earliest.
You can also write to us at [protected]@eurekaforbes.com.
Regards
Eureka Forbes Team