Vijay Sales — Aquaguard Royale- Product Replacement

Address:

Andheri west - opp shoppers stop

I am unhappy with the services of technical team appointed by Eureka Forbes . I bought a Aquaguard Royale ( water purifier) at Vijay Sales Andheri west.Opp Shopper Stop on 04 November 2020, which got installed on 07 November 2020 at my place.

All was fine till the 1st maintenance service. Which was done somewhere in the 3rd week of May 2021. The problem started on 29th May 2021 when the machine stopped functioning completely. On 30th May post our complain ([protected]) one of EFL technician came to service the machine as it was still under warranty( along with 2 year paid extended warranty). Unfortunately the guy was not able to fix the issue & on top of that he damaged the body of the machine( chassis). Post that we touched base with their regular technician Mr Munna who has been servicing us for Eureka Forbes products since last 7- 8 years .

Munna verifies the machine & concludes the mother board has been damaged, hence the same has to be replaced. We again wait for the solution for almost a week .2nd complain ([protected])raised 11th June & post regular follow up with Munna he sends another technician Mr.Ajay Singh who post his examination of the product concludes that the motherboard is fine, but the cod wire supplying electricity to the system is faulty.He cuts the wire makes it direct & ensures for new cod wire within 1 week. Which till day hasn't been replaced.

Again the system works for few days& the same issue arises. 3rd complain- 14th June. & again we spoke to Mr.Munna who makes me speak to his senior Mr.Anand post my physical visit to Vijay sales and logging a complain with them as well.

Mr Anand in concall with Vijay sales team & some back end team of theirs, convinces me that the issue would sorted & I need to give his team one last chance . AGAIN Mr Munna & his senior ( name forgotten) they conclude that one of the candle has chocked & post discussion with Mr Anand they replace that candle & in all this excercise that further damage the back body ( chassis) completely that it is not in position to be mounted. Mr Anad again commits to reslove the parts issue within 2-3 days & royally takes us for ride. Which till date hasn't been resolved.

In between I have escalated all my issues at personal level to EFL esteemed team leaders like Mr Alok Ja., Mr Ranjit Nair & Mr Avijit Nag. Post that too I am receiving a call from Mr Anand, with offer that please accept White Chassis as we are out of stock with Black ⚫ one. Which i had asked in writing as proof to prove my point that rheir technical team does a goo[censored]p and they make the customer ran post to pillar for 2 months & than come up with a solution representing the same as if its an favour in return to my request.

I Have recordings of EFL technicians visit to my place which I can't share on the mail. I have shown it to Vijay Sales representative as well.
My Expectation from Vijay Sales is, that they are a well known retail chain & we have been associated with them for almost more than 15 years. Need to protect their customers interest.

Even after involving VS representatives there has been a no resolution to the issue.
I would like to have this problem fixed quickly please.or else I will not be left with any choice other than lodge a formal complaint with Consumer Affairs .against both the entities

You can contact me on [protected] during working hours to discuss this matter further.

Regards,

Laxmidhar Shetty.