Eureka Forbes — Non replacement of Defective Water Purifier

Address:

Tirunelveli, Tamil Nadu

Bought a water purifier (model - Crystal) from Vasanth & Co, Tirunelveli on 16.01.2015. The purifier was installed on 19.01.2015. The engineer who cam for the installation could not make the product work. He called his superiors for help, who guided him on the call, end of which the purifier started dispensing water. However, the water dispensed by the machine emitted a plastic smell. A complaint in respect of the same was made to area service centre the same day. An executive visited and checked the product and confirmed that the water developed a foul smell after it passed through the purifier. He stated that he shall escalate the complaint. Thereafter after multiple follow ups, an executive landed up to collect the water samples (both the normal tap water and the water dispensed from the purifier) on February 2015. After this is there was no further communication from the service centre. On following up after a week later on 20.02.2015, we were told (by one Mr. Sasikaran from Chennai service center) that the product was defective and shall be replaced in a week's time. Now even after two weeks we are yet to receive the replacement. Mr. Sasikaran is not attending to calls, and the local service centre is not giving a satisfactory response. Bought the water purifier trusting the high standards of customer service of Eureka. It is sad that the Company has broken my trust in it. I am seriously considering to approach the consumer forum to get my grievance addressed. Request all to be careful and outright return a defective product, since once you accept it, you are stuck with it and have to run (unsuccessfully) pillar to post to get it replaced.