[Resolved]  Eureka Forbes — new filter stopped working after 3 months - terrible customer service & broken promises

Address:	Mumbai City, Maharashtra, 400013
Website:	www.eurekaforbes.com

I’m appalled at the terrible service given by @eurekaforbes, despite all its tall promises made at the time of sale, and on all its advertising.

I bought the dr. Aquaguard classic + water filter on 28 august this year. It’s only been 3 months, and it has already given a major problem. Five days ago, water stopped coming from the filter, and the filter light was blinking. After logging a complaint, the service engineer visited and said that there is a chip in the filter which has a capacity of 3, 000 litres of water, which is now over, and the filter needs to be replaced. The engineer also said this is not covered under warranty.

I raised a protest right away with the visiting engineers (Mahesh? And tutti) and the sales person who sold me the filter in august (Satish pandey[protected], that it was impossible that only 2 people in the household can consume 3, 000 litres of water in 3 months! Just how can a filter be designed in such a way that it stops working within 3 months of normal use by a small family and needs replacement? Moreover, at the time of sale, nowhere was it mentioned by satish pandey that the filter has a capacity of only 3, 000 litres and the unit would stop working as soon this limit was hit! This is a material fact and should have been disclosed upfront as it has major implications on the purchase decision. How can a regular customer be expected to know this on his own?

On raising a protest right away, the visiting engineers spoke to their boss, and said they would replace the filter free of charge within the next 24-48 hours. After waiting 24 hours and following up on the status with the engineer (Mahesh sharma[protected], he directed me to customer service[protected], who now told me that the filter is unavailable, and will take at least 3-4 days to arrive, post which it will be fixed. How can it be possible that the filter part, which is the heart of a water filter, for aquaguard’s flagship current product, is unavailable, in a city like mumbai? I find this an appalling evading tactic!

The overall customer service experience has been a disaster across the board. There is no support from anyone and only empty promises, and i keep getting pushed around from person to person. I have raised this query on eureka forbes twitter account on friday, and today is monday morning and the resolution has still not been provided. Without access to clean drinking water for 5 days, how is a customer supposed to survive? Terrible service from a company that’s been in the business of providing water filters for over a generation, and for a company that belongs to the shapoorji pallonji group.

Please help to get this fixed asap, else this will be escalated to the highest authorities. Just unacceptable!