Eureka Forbes — Issue remains unresolved and customer service is poor

Address:

Hyderabad, Kondapur

I would like to escalate the matter that my eureka forbes - aqua guard is not functional since march (Physical damage) and i have made several complaints to come and fix the same under my full warranty period for over 2 months now. This is an essential service and no one would have stopped the service person to come over. But eureka forbes has been pathetic in evolving in current covid situation and money we pay for warranty is a waste. There was zero attempt to fix a customer issue in dire need as we do not have water supply and only because of your negligence we are having to drink unsafe water during this specifically sensitive time.

I asked customer service reps to arrange a call back and he promised one in 24 hours, no one ever called back. Service rep assured a priority service and no one even bothered to call us and check what happened. When all other firms such as urban clap, amazon etc. Are operating since may 17th. What is the problem with eureka forbes? Service rep also mentioned that emergency services are being addressed by them, however no one even bothered to attend my emergency.

I have requested my warranty to be extended for these 3 months that they couldn't attend, due to the lack of their support in fixing the issue and the representative outright rejected and said they cannot do that. I asked for an escalation point and he outright rejected stating that there is no escalation point in their customer service department. They charge exorbitantly high (~5k) for full warranty and service each year (Obviously a brand premium - totally undeserving charges) and have not been diligent in providing service/ extending service membership for the duration they are not operating.

Why should a consumer bear the brunt of their negligence? We request you to please address the matter and help me get the extended warranty period when they are fully operational.

Product: aquagaurd genius+
Complaint numbers: [protected], [protected], [protected]

Thank you
Deepthi