[Resolved]  Eureka Forbes — pathetic customer service and lack of response

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

Dear mr. Marzin
I am writing this mail hoping that it will catch your attention.
Its a long mail as i have to summarise more than 30 days of my service experience (Or the complete lack of it) with eureka forbes.
It is really shocking that a company which started off in the '80s by directly reaching out to customers to sell their products has 'no time or courtesy' to even reply to customer's emails now even at the highest levels of service escalation.
Also, at all levels there seems to be a lack o[censored]nderstanding of the experience faced by the customer and i see everyone simplifying it to a technical issue / system issue.
Hope you can understand that a 'bad customer experience cannot be resolved through a technical correction alone'
Regds
Prabhakhar
[protected]

My (Bad) experience of buying a eureka forbes security system for my home is as below.

I had finalized my home security system (Intruder alarm and cameras) with eureka forbes on 15th aug’18 with sales managers - mr. Gopinath and mr. Abhishek and paid the entire amount. I had fixed up for installation on 18th aug. The appointment time given by the sales managers was 11.00 am. However, i waited and no one turned up. After a couple of calls, both the sales managers didn’t pick my calls. Later service manager durai called and said he is sending a person. The person (Anandraj) arrived only at 4.30pm. So, i had waited the whole day and had to cancel all my other work.

He installed the system partially and said he will come back on 20th aug (Monday). Meanwhile, the next day, the alarm receivers stuck to the doors fell down twice.

He came on 20th aug (Monday) evening with another person karthik and refixed the system and gave a warranty card, but no bill was given for the total amount paid for components and service charges. He claimed that bill will be sent once they close the installation request in their system. But till date have not received it.

On 21st aug, morning, one camera stopped working, i called anandraj and he came in the evening and fixed it.

On 22nd aug, one door alarm system stopped working. When i called anandraj, he asked me to put it on bypass mode and said that he will attend it next day. However, for the past 2 days, kept giving revised appointments but has not bothered to come.

On 24th aug, i called the helpline and registered a complaint around 12 noon and stated my preferred appointment time as 10.30am for next day (25th aug).

On 25th aug, i waited till 12.30pm, no one came. So, i called the helpline again and they said they will attend to it. I asked for a service escalation, but they said the officers are busy and they will arrange a call back. However, no calls came till 1.30pm from customer service or complaint team.

In summary,

· i have spent rs.65000 for a security system which doesn’t work properly.

· inspite of multiple attempts to complain, the issue is not addressed. Seems that the service standards/ culture is very poor across different departments.

· no appointment time is honored properly. I have had to wait whole days for eureka forbes. This has spoiled my other important work and wasted my time.

· security system not working for a few days doesn’t seem to be an emergency/priority. If service response for such a critical product is so poor, then i think buying this product from eureka forbes is a big risk.

I am completely dissatisfied with the sales and service of eureka forbes as you can see the numerous deficiencies that i have experienced in this whole matter. If this is the service culture, then i am not sure about how we are going to trust the relationship with eureka forbes. Either there has to be a clear shift in standards or i will have to take further steps to compensate my loss in this deal.

The above message was sent to ms. Vinath hegde on 28th aug’18 by courier (Received on 29th aug’18). Post this, i received a call from[protected] on 1st sep’18 at 2.05 pm. I explained the entire issue again to this person, who promised to resolve it. However, till 7th sep’18, there was no response. So, i escalated the issue with the above details to the ombudsman through courier sent on 7th sep’18 (Received on 8th sep’18).

Meanwhile, i received a call from the service technician (Who originally installed it) on 11th sep’18 at 11.05 am. He claimed that it was all his fault and that he is in trouble. Also, on 17th sep’18, one mr. Durai (Regional service head) spoke to me and landed up at my place (Without an appointment). I explained to him the following concerns.

1. Installation appointment was not kept and i was made to wait an entire day. Even then the installation was not done properly and one zone is still not working (More than 30 days now).

2. Alarm system not working in one zone – multiple complaints at all levels were done (Call centre, customer care, customer care head (Ms. Vinath hedge), ombudsman (Ms. Asha idnani). No response or reply or resolution at any level

3. Sales and service managers don’t even bother to attend my calls. Their job seems to be over once the money is paid.

4. No invoice given for the amount paid. Mr. Durai said he will get it organized the next day, but still haven’t received it.

5. I informed mr. Durai that i was more concerned by the lack of response and apathy from the senior management of eureka forbes (Who didn’t even bother to reply to my complaints) and so i would need a letter/email from them addressing my concerns and ensuring that such service lapses will not happen in the future. Having bought a lifetime product, i am seriously worried about future service on this product. No response on this matter till date.

To all this he replied that my letter to the ombudsman was routed back to him. This is absolutely not right. When i escalate and write to a senior person, i am doing so because of a concern at the junior level. If they don’t bother to reply back to me directly and route it back to same point where the issue is, i don’t think this escalation system respects customer’s concerns.