[Resolved]  Eureka Forbes — Refusal to Replace candles during valid contract

Address:	Mumbai City, Maharashtra, 400081
Website:	www.consumercomplaints.in/new_complaint

My customer code is [protected] and i am using Auqaguard I Nova for which i have a valid service contract for the period[protected] to[protected]copy enclosed). Candle filters of my AG were first replaced on[protected] immediately after signing the contract and same should have replaced again after one year i.e.after 1st Feb 2016. However, the same were not replaced for long time and hence i gave a service request no. [protected] on 12th January 2017. Service engineer visited us and informed that as per their records candles were already replaced and hence if we wish to change it again, we need to renew the contract. I requested him to show us signed and acknowledged service report for the same, but he could not show the same. Also, he informed that as per their records, my service contract is only for two years i.e.[protected] to[protected] and he also refused to accept the original (enclosed) service contract having validity up to[protected]. I reported this matter to Customer Care (Tel no[protected] but they couldn't help. However, on my insistence they gave me a mob no. of their supervisor, Ms Saraswati Kadam (mob no [protected]). I spoke to her on 16th Jan 2017 and explained her the situation. However, nothing happened. Again I complained twice to Customer Care Helpline (don't have ref nos handy) and again the service provider informed me that they do not accept my contract validity and refused to do the service and candle replacement.

Now I wish to bring to the notice that my earlier contract was also for 3 year period that ended in Jan 2015 and during this contract period also I did not receive any service or candle replacement for last two years. When Eureka Forbes people followed up for contract renewal in Jan 2015, I informed them about non receipt of service and also showed them copy of their service card (copy taken from the service engineer) which confirmed that there were no entries for of the service for the period I have mentioned. In view of this deficiency, their service provider agreed to give me 3 year contract at a price of 2 year. I accepted it and that is how the current contract is for 3 years. A specific remark of extended contract validity also mentioned on the contract copy. However, Eureka Forbes is not accepting their own original contract terms and denying the service to me.

With above detail which are for last 5 years, it is evident that consistently Eureka Forbes is cheating people if they make contract for more than one year. Candle replacement and service is given only for first year as customers will not give them renewal payment unless immediate service is given.

I request Eureka Forbes to urgently look in to this complaint and honor your own contract and also change your practice of cheating customers. In absence of this, I will be forced to complaint to Consumer Courts to get justice.

Thanks. Mr. B. R. Gaikwad (Ph [protected])