[Resolved]  Pureit / Hindustan Unilever — non delivery of replacement filter gkk

Address:

682021

I’m a marvella uv water purifier customer, since 2 years. As my “filter change light” got blinking, i decided to order for a new purifier (Gkk-germ kill kit) from pureit.
• i had ordered for a new filter on 31oct2017 via pureit customercare[protected]. The complaint number generated is rfs 25609212.
• i got a call from the service provider on 02nov telling that the purifier is out of stock.
• i called him back on 06nov to check the status and i got the same response that it is out of stock.
• on 07nov, i raised a new rfs 25740980 through pureit customercare and they promised me to deliver the filter on 08th nov.
• on 08thnov, as i did not get a response i called the service provider “universal service solutions” at cochin. They said the same, that this is out of stock and there is no clue on when it will be delivered to them.
• i also sent emails to customer support (Pureit. [protected]@unilever.com) on 8thnov and 09th nov. But no acknowledgment or response from them.
• on 09thnov, i called the pureit customercare and they said, the gkk will be delivered free of cost on 10thnov.
• even i sent escalation email to mr. Anjan sengupta, service head – india (Anjan. [protected]@unilever.com) and there is no luck.
• again on 11thnov, i called pureit customercare and they said they will attend my request on 12thnov.
• on 13thnov, i checked with the service provider and they replied, the kit is out of stock, since 2 weeks. They are totally unaware of when the kit will be delivered to them from the company.

Each time, when i raised a service request rfs with pureit customercare, i received the sms from pureit saying, “gkk will be delivered within 72 hours and if not gkk will be free” to me. Whenever i call customer care, they have only one response that gkk will be delivered in 1 day. Now it is more than 10 days and even with multiple calls to customer care, there is no clue on when gkk will be delivered. Due to this delay, i had to make lot of alternate arrangements to make drinking water available at home. Most concerning factor is, i have not even got a single call or email from pureit on this delay.