Eureka Forbes — Non-provision of AMC service for AG CLASSIC (WATER FILTER CUM PURIFIER)

Address: 406 Sun City Building, NIBM Road, Kondhwa, Pune 411048

Record of WhatsApp conversations with Eureka Forbes during 6 – 16 Dec, 2021
Sub: 1. Non-provision of AMC services for AG CLASSIC (WATER FILTER CUM PURIFIER,
2. Renewal of AMC for AG CLASSIC (WATER FILTER CUM PURIFIER

From Raj Kumar Daw, 406 Sun City Building, NIBM Road, Kondhwa, Pune 411048

16/12/2021

[8:55 am, 06/12/2021] Eureka Forbes:

Dear Customer,
This is to notify you that the AMC for your AG CLASSIC (WATER FILTER CUM PURIFIER) is ending in 20 days. If you want to avoid the delay in purchase of AMC click on https://m.gs.im/n/i3fU5vh8Sq9 or tap https://m.gs.im/n/i3fXVyJTMfO for a callback to book genuine AMC.
[9:23 am, 06/12/2021] Raj Kumar Daw: You have not provided me the service as per the AMC. Repeated complaints have gone unanswered. Look up the Service Record Card. Kindly explain.
Raj Kumar Daw, 406 Sun City B Bldg, NIBM Road, Pune 411048
[9:23 am, 06/12/2021] Eureka Forbes: Apologies, we didn't understand what you just said and lost context.

[9:23 am, 06/12/2021] Raj Kumar Daw:

You have not provided me the service as per the AMC. Repeated complaints have gone unanswered. Look up the Service Record Card. Kindly explain.
Raj Kumar Daw, 406 Sun City B Bldg, NIBM Road, Pune 411048
[9:23 am, 06/12/2021] Eureka Forbes: We are sorry, we couldn't understand what you just said and lost context.

[9:24 am, 06/12/2021] Raj Kumar Daw:

Isn’t that convenient?

[9:24 am, 06/12/2021] Eureka Forbes:

We are sorry, we couldn't understand what you just said and lost context.

[8:57 am, 11/12/2021] Raj Kumar Daw:

This is to notify you that you have not met the terms of the current AMC. Filter elements have not been replaced on schedule. Appointments made for providing service have not been kept.
Why should I renew AMC? You should provide extension of current AMC for the duration that service was not provided. Raj Kumar Daw

[8:57 am, 11/12/2021] Eureka Forbes:

Apologies, we didn't understand what you just said and lost context.

[8:59 am, 11/12/2021] Raj Kumar Daw:

Copy of message is provided below. Hope you understand English.
Quote:
This is to notify you that you have not met the terms of the current AMC. Filter elements have not been replaced on schedule. Appointments made for providing service have not been kept.
Why should I renew AMC? You should provide extension of current AMC for the duration that service was not provided. Raj Kumar Daw

[8:59 am, 11/12/2021] Eureka Forbes:
Chat language has been changed to English.

[8:59 am, 11/12/2021] Eureka Forbes:

Hi! Thank you for reaching out to us. My name is Divya, your chat assistant and I am here to help you today.

Please select among the following 2 options for me to assist better

1. I have a Sales Enquiry
2. I need Service Support

Type either 1 or 2 to make your selection

[9:00 am, 11/12/2021] Raj Kumar Daw: 2

[9:00 am, 11/12/2021] Eureka Forbes:

I'll be happy to help you further with this. Please select where you need assistance

1. Regarding Service Complaint
2. Book an Annual Maintenance Contract
3. Enquire about Mandatory Service
4. Raise an Installation Request
5. Raise Un-installation/Re-installation Request
6. Request for Address Change
7. Share sales-related Feedback

💡 Type between 1-7 to make your selection or type Menu to see what else we can do for you.

[9:01 am, 11/12/2021] Raj Kumar Daw: 1

[9:01 am, 11/12/2021] Eureka Forbes:
Sure, for which type of product do you wish to register a service request?

1. Water Purifier
2. Vacuum Cleaner
3. Air Purifier
4. Air Conditioner
5. Security Solution
6. Coronaguard

💡 Type between 1-6 to make your selection or type Menu to see what else we can do for you.

[9:01 am, 11/12/2021] Raj Kumar Daw: 1

[9:01 am, 11/12/2021] Eureka Forbes:
It looks like you have multiple customer IDs associated with this phone number.

Here's what you can do 👇
1. Enter a Customer ID
2. Chat with an agent

💡 Type either 1 or 2 to make your selection or type menu to see what else we can do for you.

[9:01 am, 11/12/2021] Raj Kumar Daw: 2

[9:01 am, 11/12/2021] Eureka Forbes: We are sorry, we couldn't understand what you just said and lost context.

💡 Type chat now to chat with an agent or type menu to go back to main menu.

[9:01 am, 11/12/2021] Raj Kumar Daw: 2

[9:01 am, 11/12/2021] Eureka Forbes: Thank you for your response

We are connecting you to our Live Agent Support for further assistance.

[9:02 am, 11/12/2021] Eureka Forbes:
We're assigning someone to you. You will receive a reply as soon as we close 5 conversations

[9:03 am, 11/12/2021] Eureka Forbes:
Looks like our team is a bit busy at the moment.
If there's any other information you'd like to share, feel free to type it right here. We'll reply as soon as we can.

[9:05 am, 11/12/2021] Raj Kumar Daw:

My earlier message to you was:
This is to notify you that you have not met the terms of the current AMC. Filter elements have not been replaced on schedule. Appointments made for providing service have not been kept.
Why should I renew AMC? You should provide extension of current AMC for the duration that service was not provided. Raj Kumar Daw

[9:12 am, 11/12/2021] Eureka Forbes: Dear Raj, Welcome to Eureka Forbes Customer Support.

[9:16 am, 11/12/2021] Eureka Forbes:
We need some more time to check and raise your concern. Would request your patience

[9:16 am, 11/12/2021] Eureka Forbes:
Thank you for your patience and support.

[9:17 am, 11/12/2021] Eureka Forbes:

We have found 01 AG CLASSIC (WATER FILTER CUM PURIFIER) under the name RAJ KUMAR DAW in our database assigned with your Mobile No.
Is this correct?

[9:19 am, 11/12/2021] Eureka Forbes: We need your input on the above to further assist you.

[9:25 am, 11/12/2021] Eureka Forbes:
It seems like you've stopped replying. If you have any more queries, please feel free to ask.

[10:54 am, 11/12/2021] Raj Kumar Daw:
You are correct. I have a Classic water filter and my name is Raj Kumar Daw. Neither have changed and I have an AMC with you.
Do not procrastinate with pointless questions.
Render contracted service that you have been paid for. Check your service provision record.

[10:54 am, 11/12/2021] Eureka Forbes:
Apologies, we didn't understand what you just said and lost context.

💡 Type chat now to chat with an agent or type menu to go back to main menu.

[10:55 am, 11/12/2021] Raj Kumar Daw: Very convenient.

[10:55 am, 11/12/2021] Eureka Forbes: We are sorry, we couldn't understand what you just said and lost context.

💡 Type chat now to chat with an agent or type menu to go back to main menu.

[8:47 am, 16/12/2021] Eureka Forbes:

Dear Customer,
This is to notify you that the AMC for your AG CLASSIC (WATER FILTER CUM PURIFIER) is ending in 10 days. If you want to avoid the delay in purchase of AMC click on https://m.gs.im/n/lm12ywzmUu0 or tap https://m.gs.im/n/lm15oz07OjE for a callback to book genuine AMC.