I would like to lodge a complaint against your service team in chandigarh. We have a UV filter from Aquaguard which is under AMC. We lodged a request for overflow (Request no [protected]).
On Friday 4 March’22, executive Mohit visited our house in the afternoon. He didn’t have any ID card and had no clue what was wrong with the machine was continuously calling other team menders and asked to take the machine. Obviously not satisfied with his expertise we declined. The filter stopped working after that.
Next day 5 March your team visited us 3 times upon following up with Rajni. Even upon insistence to send a senior technician, every time novice Mohit came along with a new person. Parampreet and one more whose name I couldn’t get. I had a meeting going on and had to mange the 2 visits along with it.
3 parts were replaced and still the machine wasn’t functional. Post the 2 visits, your executives Mohit and Parampreet mentioned they will come again with a part in 15min as it’s in their sector 20 office. After waiting for 1.5hr I called only to know they are servicing another client.
After several calls with them and Rajni, your executive came again to say that the machine will be taken tomorrow morning. This started from 11am to 9.30pm.
Next morning the machine was picked at 9.40am again by Mohit and we were told it will be installed back by 12pm. However after calling Parampreet and Mohit at 5pm, we got to know that there was no one the machine was being attended by and we were given the contact of Jiwan the senior technician. At 7pm Jiwan told me there was no fault with the machine except a sensor and the part replacement was unnecessary. We were assured both by Rajni and Jiwan that the machine will be returned and we should not lodge a complaint.
However we again had to start calling at 10am next morning as the machine was still not returned. That is when I called Mr. Abhishek Jain to escalate.
It is a harrowing experience for any customer to keep on calling so many people each shifting the buck to the other with no one taking responsibility. Rajni was patient and assuring every time but no action was taken.
We needed to go out and had to miss 2 events to be at home waiting for your team to return. Again on a working day start this entire exercise to make sure we get our machine back.
This is an extremely poor reflection of the expertise, professionalism and service quality of Eureka Forbes. Even after taking AMC Jiwan told us our filters were obsolete, machine not clean as the earlier team servicing was outsourced and the current one is too new to know anything.
What kind of a message is Eureka Forbes giving? Still not sure when this request will be closed. This is the worst harassment your company can cause to any customer.
Address: Panjab University, Chandigarh.
Executives in talks with or visited: 1. Mohit 2. Parampreet 3. Jiwan 4. Rajni
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