Pureit / Hindustan Unilever — Purifier stopped working - Extremely disappointed with service - Extra money being asked

Address:	411017
Website:	www.pureitwater.com

Hi,

I am writing this mail after getting extremely frustrated with the kind of service that I experienced from service centres of HUL Pureit over last several days.

Let me explain you the problem which I am facing, as this would give you the context because of which I am escalating:

My details:
Name : Rohit Jain
Pureit Device : Marvella RO+UV
Mobile number : [protected]

Problem with my purifier started in last week of Sept 2016, when suddenly all 4 indicators on the purifier turned Red.

So I called the customer care and registered the complain on Sept 30 (Complain No. C[protected].For this complain I got call from service center and the technician suggested me to switch off and on the purifier several time and then all indicators will turn green and device will be ok.I did as per his advice and the indicators turned green.

I asked him what if this happens again and what is the root cause of this? He was not having any answer and told me to register new complain if this happens frequently.

Now, since no permanent fix was provided by technician, problem started again and I again registered complain for the same problem on Oct 6 (Complain No. C[protected] was reopened).I specially told them that I will be out of station from Oct 9th, so fix it before that( moreover your SLA is 1 working day, as per the SMS you send after registering complain).But the SLA was not followed, even after special mention that I will be out of town from Oct 9th.

Technician called on the the evening of Oct 9th and I told him that I will be back on Oct 12th, so come on that day.He said ok and asked me to inform once I am back.I came back on Oct 12th and called him as well as SMS him to come and fi the problem as all indicators were frequently turning to red and then green after some time.But the technician didn't come.

So again problem was not fixed from your side.

Because of all this mishandling, my device stopped working with all indicators red, in last week of Oct.

After coming back from my Diwali vacation, I again registered complain on Nov 3rd for the same problem ( Complain No. C[protected]. This time the technician came(on Nov 4th) and inspected the device for the first time since I raised problem on Sept 30th).After inspection he told me that Control Circuit has failed and is not working.So I need to pay Rs. 3250 to get new one as warranty expired on Nov 1st( two days back)

Now this is ridiculous! I have been asking them to fix the problem since Sept 30th. The technician comes for the first time on Nov 4th ( 2 days after 1 years warranty expires) and asks me to pay Rs.3250.

Were you people waiting for the warranty to expire since Sept 30th so that you can take Rs. 3250 from me?!!!

How can you ask me to pay Rs 3250 now, when the device stopped working properly from Sept 30th, well before the warranty expired on Nov 1st.This is outrageous!!!

I explained all the above to customer care on 3 occasions in last 2 days and every time they conference connect me to service centre person Lalwani Sales ( No.[protected]) who has stopped picking up my phone now.Even customer care is not having any solution to my problem.

This kind of service I never expected for HUL Pureit. I think that I have made a big mistake by buying Pureit.

I am drinking water that is not safe for the last 1 week. Who would be responsible if something happens to me and my family?

I request you look into this matter urgently and get my purifier fixed urgently.

Thanks,
Rohit Jain
[protected]