It all started with a complaint of a foul smell in the water. The customer called for a service and found out that the tap water is very clean and hence the TDS has dropped to 4. So either you buy a TDS controller or wait for a few days if the taste gets better.
While the technician Sanjay Patel was servicing the customer heard a sound and the machine stopped working. The technician had no clue what he was doing. The customer told him that the main switch has tripped. The sound in the machine was of the adaptor. The adaptor was damaged. The technician very smartly put a used faulty adaptor saying that I have replaced it from my end without informing the company about it. Now according to the company rules the adaptor or any product that is damaged during the service has to be replaced by the company.
The next day the customer's machine stopped working. It turned out that the faulty adaptor has stopped working further damaging the machine. The customer filed a complaint and the company agreed to pay for damages and sent a new technician.
The new technician Pradeep Pandey informed us about the faulty adaptor that was replaced by the previous technician. He guided the customer well and did the service free as the company had asked him to do, but asked us to replace all the filters. Pradeep replaced all the filters and asked the customer to pay 2200 cash.
The customer paid 2200 in cash but there was a pending amount of 1306 to be borne by the company as they promised. It included adaptor and service charges. Pradeep asked us not to close the service as the company usually does not pay the technician in certain cases. The customer agreed and did as told. Now the services given by the technician came under UC Warranty for the next 3 months.
The next day the machine stopped working and the customer once again called the same technician to check the problem. The technician said your motor is now damaged and it will be covered under UC Warranty. The customer said to please replace it asap as there is no drinking water. So he dialed the Urban Company and showed them on video the condition of the machine and how the motor was not working. The company denied changing the motor. From there on the customer is being denied the service and no one is agreeing to even listen to the concern. The customer has begged the technician as well as the Urban Company but there is no one who is listening. The cost of the pump is Rs 1900 plus Rs 350. The customer has to bear all the losses.
After 2 days company tried to compensate with 500 credits in the customer's wallet and apologized for the suffering customer had to face. But 500 can only be used on a new booking and the customer has to pay for a new motor pump in any case.
The customer already paid Rs 350 twice for service, Rs 2200 for the filters, and now had to pay around 2200 more for the motor that has been damaged by the company's faulty adaptor replacements.
The customer has now reached out to us to write an article about what he has to go through for just complaining about the foul smell. He has shared the entire video chat with us. How he had to talk to more than 25 people on call and chat and explain the same thing to everyone every time without getting a solution. We have advised him to file a complaint in the consumer forum i[censored]rban Company doesn't respond to the article tags on social media.
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