Eureka Forbes — water purifier not attended to

Address:D 103, Shangrila Apartments, Gorwa, Vadodara, Vadodara, Gujarat

I purchased a Eureka Forbes Water Purifier in 2016. In 2017 I signed an AMC for 2 years expiring in October 2019 with Payal Agencies Vadodara, their authorized service center. For a year they attended it well. The very next year their service became erratic.

In August 2019 I had a major issue with the purifier of leakage (water all over the kitchen platform) even though servicing was done in July 2019. I called Payal agencies and they sent their owner in the evening. He said I must extend the AMC else it will cost me to change the filter etc. But his overall interest was in my extending the AMC for another 2 years. I told him it was important to immediately address the leakage. He said he would come the next day with the part but never turned up. I complained about this to Eureka Forbes (Deepa.[protected]@eurekaforbes.com). She was more interested in getting information on me. They should have had my details I thought.
Anyways I provided it. But, the same message for collecting the information kept coming through.

I ofcourse had a buy a new machine which cost me a lot.

After 25 days, Payal agencies call me to ask if the complaint was attended to. They were more interested in closing the complaint than attending to it.

I wish to put in a request to refund one year AMC cost.
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Eureka Forbes customer support has been notified about the posted complaint.
Verified Support
Sep 22, 2019
Eureka Forbes Customer Care's response
Dear Vinati,

I'll surely look into this. Please send in your registered contact number/customer ID here. I will have my team connect with you.

Regards,
Piyush
Sep 23, 2019
Updated by Vinati Moghe
My Number is [protected]. My details are already in your syste
Oct 21, 2019
Updated by Vinati Moghe
I was given an assurance that they would suggest some other service provider and that they would give me an extension of 6 months on free AMC
Complaint comments 

Comments

My phone number is [protected]. You already have it. I am registered in your system.
Eureka Forbes Customer Care's response, Sep 23, 2019
Verified Support
Dear Vinati,

Your details have been sent to my team in Vadodara. They will get in touch with you as soon as possible to assist you further.

Regards,
Piyush
Dear Piyush

I have made a complaint against your authorized service center in Vadoddara M/s. Payal Agencies. Please stop asking them to resolve it as I want you to de-recognize them. The whole problem started with M/s. Payal Agencies not providing the requisite service in time and then attempting to close the complaint without attending to it or resolving it or even speaking to me to understand the issue. Now, without any looking into the problem you are attempting to pass the buck. I got a call from Chetan Bhai of Payal agencies today who was quite unconcerned that he had not attended to my issue of leakage of the previous unit which resulted into my unnecessary capital expenditure of Rs. 17000 on a new unit as my tenants needed to have a working unit. This is a great loss which I think Eureka Forbes should act on and atleast one year's AMC charges should be reverted. I am not being very unreasonable. If you wish to see unreasonable, it will depend upon your response to this issue. Please stop outsourcing customer complaints too. Especially when they are against your service providers.

Also, please put all communication in writing on [protected]@yahoo.com

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