Complaint Details

Status	:	Closed
Complaint No	:	0117074/2020
Category	:	Service Provider
Date	:	15-06-2020
Subject Line	:	Defective Filter Supplied/Fraudulous Behaviour in closing my compliant without my knowledge
Complainant	:	C.Suriya Prakash
Address	:	42 Mohan Bhavan
Complainee	:	Eureka Forbes
Address	:

Complaint Details
Dear Sir/Mam

I would like to inform you that I have purchased a purifier Dr.Auquaguard RO Enrich on 14th February 2019.After a year on 21/02/2020 a new filter has been replaced for the cost of Rs.5020(the filter came with the instrument lasted for an year) entered into AMC and attached the copy of the same for your reference.
On 03/06/2020 the instrument gave service indication and I informed the same with customer care.A technician from your end attended and asked me to change the filter.
As per the technical data the life of the filter is 6000 liters. i am cent percent sure that we have not consumed 6000 liters within 100 days(Approximately 40 liters per day)
Your Madurai service team informed me that they can not replace the filter only they can put a used filter which has been removed from some other customer.
I have been following your customer care from 4th of june every day.
The service team is very much reluctant to replace the filter and they are trying to corner me to agree with the used filter replacement.

I didnt expect this kind of treatment from a well known company like Eureka Forbes.
Nowadays i am purchasing drinking water from the roadside lorries,the health and safety of my family is under threat and question during this Covid 19 situation.The promise of pure drinking water for my family is questionable now which is a sole purpose of the purchase of such an advanced instrument.

The way I am getting treated by your service team is highly disgusting and annoying.
From your customer care I understood that if the defective filter is supplied I am eligible for the replacement because within 100 days I have not consumed 6000 liters.The input quality of water is 1000 ppm TDS and i am sure that we have not consumed the said quantity.

Considering the health and safety of my family and my 5 year old daughter during this pandemic situation I request you to look into this issue and advise your team to replace the defective filter ASAP. i am not in a situation and unable to spend Rs 5000 for every 3 months of time and i don't want to be bullied and convicted by the service team for a used filter which won't stand for next 2 months.Their motto is to put a used filter and delay for next 2 months so that i wont be eligible for a new filter replacement and wont argue for the same,so kindly do the needful sir.

Your service technician asked me to write a feedback in a form and without my knowledge he used that form to close my compliant request because i told him clearly that I wont close the service request and service completion form before sorting out my issue.


Regards
C.Suriya Prakash
+919600463657

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