[Resolved]  Eureka Forbes — Replacement of defective item under warranty

Address:

Ernakulam, Kerala, 682006

Dear Team,
I have purchased an AquaSure Crystal UV water purifier on 20 Feb 16 from INCS, Kochi, Kerala. It has been non-operational since 22 Nov 16 and thereby launched a complaint on the same day (Serv. Req. No. - [protected]). It is been over two months and the complaint is not yet rectified. I have not even received any satisfactory explanation regarding this matter.
I have been received a bitter experience throughout the whole process. Initially I received so many contact Nos. from the customer care and finally arrived at Kalamassey Service center no([protected]). After one month of repeated phone calls, the technician has arrived with some defective/incompatible spare on 23 Dec 16. The explanation was it was an "outdated equipment and the spare is unavailable". Again they pretended to need more time to order the new spare (PCB) from the company. Then the technician came with two different PCBs on 16 Jan 17 for replacement and unfortunately didn’t match with the machine. Also the back cover of the water purifier has been broken during this exercise.
My worries are:-
1. I lost more than two months of my precious warranty period till date (26 Jan 17) and still awaiting for the rectification.
2. Without checking the defective equipment, they have ordered faulty spare which took more than one month and repeatedly made the same mistake at the cost of your credibility and our time.
3. The above machine is outdated and the spares are no longer available.
4. The defect analysis, rectification and handling the product resulted in a serious doubt on the professionalism of your technicians.
5. I have made so many calls on the Nos- [protected], [protected],[protected], 2341931, 2341932, [protected], [protected], [protected] etc and ultimately of no use resulted in loss of time and money.
6. I purchased the above water purifier considering the health of my family, but unfortunately I lost confidence on you product and services.
Considering all these facts, I would like to consider this request on a priority basis and the defective equipment may be replaced as early as possible. Otherwise I may be forced to make further legal actions.
Regards,
JOHN