[Resolved]  Eureka Forbes — Water Purifier- Aquaguard-Local dealer misguided regarding AMC on exchange of machine.

Address:Ernakulam, Kerala, 682024
Website:www.eurekaforbes.com

I am a senior citizen retired from RBI as Assistant General Manager. I am a customer of your company for last 19 years using water purifier and vacuum cleaner. A representative from Eureka Forbes Aquaguard approached me in January 2016 and pleaded to purchase one machine. Since I had been already using one, which was working fine and under AMC I regretted my inability. Then he convinced me that my present AMC could be continued and two additional service will be provided. Accordingly I purchased on 07/01/2016 one Dr. Aquaguard Classic model at a cost of Rs.8990. The representative (by name Libin T T) took away my AMC papers for amending and returning. Unfortunately he did not return AMC papers and is not reachable. Whenever I took the matter with your sales office they promised me that it will be resolved. Now the new machine is due for second service. To my surprise the service technician told that I have to pay for replacement of carbon etc. They have done only servicing ( on 27/02/2017) and replacement of filter etc. were not carried out. The AMC which I took by paying Rs.4080.00 in November 2014 is valid up to October 2017. Since the new machine is under warranty only service has been provided (in July 2016 and 27 Feb 2017). As promised while replacing the old machine AMC should be provided till October 2018 (i.e with extended period). The company should either provide AMC for which I am entitled or refund proportionate AMC charges from Jan 2016 to Oct 2017.
I had recently contacted Mr.Rajith, Service Manager, Kochi (Edappally). But nothing has been done. You may note that the cost of the machine being Rs.8990.00 and despite paying almost half of the price towards AMC not extending the service is nothing but cheating a loyal customer.
I request you to do the needful.
Invoice No. [protected] dt 06.01.2016, Sales office, Bldg no. HIG 6, Panampillu Nagar, Kochi 682036; order No.[protected]

AMC customer ID[protected] (as available on previous AMC papers), Eurekaforbes Service, Edappally
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May 12, 2017
Complaint marked as Resolved 
Eureka Forbes customer support has been notified about the posted complaint.
Verified Support
Feb 28, 2017
Eureka Forbes Customer Care's response
Dear Customer,

I am displeased to read this. Send in your registered contact number /customer ID so that I can forward the same to my team who'll further help you with your concern.

Regards,
Anita
Mar 02, 2017
Updated by tsp1234
Contact No.[protected] AMC customer ID[protected]
Verified Support
Mar 02, 2017
Eureka Forbes Customer Care's response
Dear Customer,

I completely understand your frustration. Be assured my team at Cochin will get in touch with you as soon as possible to address your concern.

Regards,
Anita
Verified Support
Mar 14, 2017
Eureka Forbes Customer Care's response
Dear Customer,

Basis the feedback from my team, I understand that your issue has been resolved. Thank you for your support. Do let me know if you require any further assistance.

Regards,
Anita
Mar 16, 2017
Updated by tsp1234
Mr Rajith Menon promised me (over phone and SMS on 07/03/2017) that AMC will be extended up to October 2018. However, on contacting the service centre (16/03/2017), Eurodelite Servicing centre, Edappally (contact No.[protected] the staff told me that only servicing will be provided and AMC will not be extended. That means spares, refills etc covered under AMC will be chargeable. Please note that I have paid for AMC covering refills, spares, etc. kindly do the needful to resolve the issue.
Apr 04, 2017
Updated by tsp1234
No improvement in resolving the matter. Pl expedite nor I will be constrained file complaint with consumer court
Complaint comments 

Comments

Sir
I was also robbed by one of their employee. The customer care is useless, you must approach the consumer court and claim the whole amount.
Sir

You can contact Mr. Dhirendra Tripathy. He will definitely help you.

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