Complaint Details

Status	:	Resolved
Complaint No	:	0014289/2014
Category	:	Consumer Goods
Date	:	05-01-2014
Subject Line	:	Experienci​ng a bad customer care and lowest response
Complainant	:	Experienci​ng a bad customer care and lowest response time ever in the customer services of consumer goods
Address	:	116/2, Govindpuri
Complainee	:	Eureka Forbes India
Address	:	b1/b2 , 701, 7th floor, Marathon NexGen, Marathon Innova, Off Ganpatrao Kadam Marg, Lower Parel

Complaint Details
I have registered a request (SR 89090556) of reinstallation of Aquasure RO Nano which I bought in Gujarat and brought along with me to Delhi. Having an impression of maket leader in water solution, I have got a immediate response which was first and last of my future conversations with Eureka Forbes. I had requested to attend the complaint on Sunday, 15th December. Engineer has attendeded the request on Monday which was for me a working day.

I wanted to get RO purifier installed that day but engineer has suggested me to purchase an AMC, promising to achieve the required TDS (around 100 after RO) if a low TDS membrane being installed. I requested him to visit since I personally want to see the TDS level and recheck the required TDS level with your technical team. I was given assurance by Area service manager that after an installation of Low TDS membrane, I will be able to get sufficient TDS level in water.

A service engineer has attended the complaint on 22nd December without sufficient spares. I requested him to come on Monday with all spares required to get it instlled in one shot. At that time I decided to invest in AMC. Service Engineer (Mr. Tarun from Y.N. Enterprises) attended once again without a sealing gasket of external filter. But He wanted to install the RO and during installation he broke a connector of a tap inside the consealed utility pipe line. I complained once again to Eureka forbes customer care (Generating everytime a new complaint and expecting that customer should remember all the complaint numbers) to look into the matter and pay back the damages incurred by service engineer.

Service engineer ran away from the place refraining to take the responsibility of damage occurred. I contacted area Service Manager of Delhi and he promised me to get the complaint resolved in shortest time. After many calls in between to customer care and Area service manager, an engineer has visited the place after 2 days. He again visited without the sealing gasket. But in the visit he checked the function and found that even after installing low TDS membrane (also promised by area service manager), TDS level was still 25 ppm, not sufficient for human to drink. Moreover, I was promised to reembursed the damage happened in last sevice visit, was not paid (a nominal amount of INR 200).

Since that day, I am continuously following with customer care about significance of the membrane for which I have purchased the AMC, which I believe they failed to answer. Having not appropriate usage of AMC, I claimed the money back I already paid to service engineer (Mr. Tarun). In the following up, I experienced a wrong customer name been entered, phone call being hanged down in the middle of conversation after long waiting, call being not forwarded to the senior person, etc...

Having experienced rotten services, I was once asked to pay re-installation and service charge for the service engineer.

I am having a painful journey with all customer care convesations, summering up the valid points as a customer, I believe to reveal to a responsible person.

1. Without having sufficient knowledge of TDS deduction in the equipment, AMC was suggested,
2. Without sufficient spare parts, engineer visited the place,
3. Without sufficient technical expertise, engineer installed equipment and damaged premises,
4. Refrained to take responsibilities and ran away from the place, left customers with broken utilities during late evening,
5. Never met up to the promises made, either it is a service, call back, efficiency of equipment or reembursement of peanut amount,
6. Asking everytime a "Last opportunity" which is been given 7 times.

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