Complaint Details

Status	:	Resolved
Complaint No	:	0000128/2011
Category	:	Consumer Goods
Date	:	24-01-2011
Subject Line	:
Complainant	:	Amresh Kumar Mishra
Address	:	Flat No. 2G, 2nd Floor, Block- I, Sunny Seasons Campus, Ramchandrapur, Garia, Near Kamalgazi More, Kolkata- 700103.
Complainee	:	Eureka Forbes
Address	:	B1/B2, 701, 7th Floor, Marathon- NextGen, Marathon Innova, Off Ganpatrao Kadam Marg, Lower Parel, Mumbai - 400013, India Tel : +91 22 30449700

Complaint Details
I had walked into the Jadavpur Office (Kolkata) of the Eureka Forbes and ordered and paid for an Aquaguard Water Purifier in the Month of July 2009. The machine (Aquaguard Total RO -Reviva)along with the Ironil (Iron and sediment remover) was installed on 15/07/09. I was told at the offices of the Eureka Forbes as well as by the technicians (who came to install the machine) that I shall be receiving the original receipt and warranty papers via post within a few days. (I have not received the papers till date.) However, they gave me warranty coupons with a validity of 24 months and told me that my machine was warranted for 24 months. However, since the very beginning whenever I summoned a technician for periodic maintenance of the machine, the technicians kept me telling that one filter/membrane or the other have gone out of order and I need to replace them on payment basis. It is pertinent to mention here that initially I was told that the filters were guaranteed for at least 6000 litres of water. As a stay alone, it was never likely that I would consume that much of water. Whenever I pointed out these facts to the technicians, then they did their servicing and left. Further it never took them more than 5-10 minutes for the entire exercise. Thus, gradually the filters started getting choked due to poor maintenance. As a result, the machine finally broke down completely in May 2010 (i.e. within 11 months from the date of installation). I had to change the entire filters and membranes in June 2010 which costed me more than Rs. 3000/-. Subsequently also, the quality of servicing remained the same. Sometimes, the technicians returned without doing anything saying that they will sent some other person, and the 'other person' arrived after repeated requests. In December 2010, the technician again told me to change the filters to which I said that they have just been changed in June 2010 and it is just 6-7 months since then. In the Ironil unit there are two filters - the iron remover and the sediment remover. The technician declared one of these as out of order and installed only one of these filters leaving the another one outside. Further, I have received calls from persons claiming themselves as representatives of Eureka Forbes only to tell me that my machine was only guaranteed for one year and I need to pay for the services from now onwards. However, I still have the coupons having validity up to 24 months (i.e. July 2011)with me.

Thus I feel that the frequent breakdown of machine as well as the choking of filters have been caused due to poor servicing by the technicians. They have not cleaned the filters properly at regular intervals. Besides, they keep on asking the clients to purchase/replace one thing or the other.

There is more to it but I do not want to go in much detail. I feel I have been able to communicate the problem correctly.

I hope the matter would be looked into and the company would be asked to be fair in its dealings.

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