Complaint Details

Status	:	Resolved
Complaint No	:	0002585/2012
Category	:	Consumer Goods
Date	:	27-11-2012
Subject Line	:	RO machine enhance
Complainant	:	DR.R.SATHISKUMAR
Address	:	5/51,kalkurichy post,namakkal
Complainee	:	Eureka Forbes
Address	:	19b,saradha college road,salem

Complaint Details
Ro machine not suitable to our water has been sold which is not serving its purchase.Hi,
This is Dr.R.Sathiskumar from Salem .I have protec plus RO and enhance RO machine in my place and it was working good, so I thought of buying a RO water purifier machine for my parents living in a rural area near rasipuram,where the salinity is high and made a online Demo request at eureka Forbes website on 28/08/2012 to get a suitable RO machine.
The sale representative (M.Mohankumar) visited my parents place on 30/8/2012 and he tested the water with TDS checking machine and told the TDS level is 2060. I asked a suitable machine for this water. The rep told we are having only Enhance RO model and this will do the work. I doubted him whether it will work for this high salinity water as I was told when I bought a year ago it will work maximum up to 2000 TDS only ,but he told now the membranes have been changed and it will work and the TDS of purified water will be around 100 and will taste like mineral water.
I was still in doubt and asked him to give a demo test with my water to taste the output water. He told we don't do such demo. He promised that, he has given several machines in the nearby areas where the machine is working good.
I was still in dilemma and told the rep, kindly dont say for marketing and if there is any higher end/special machines to meet the high TDS I will get such a machine,but he insisted enhance RO will do the job and told if it was booked with in this month you get offer of lifelong free service . Trusting his words we paid an advance of Rs.1000 and ordered for the machine.
After 2 weeks on 13/09/2012 the machine was brought by another rep named P.KANNAN (9050291) and delivered the machine and got the balance amount of Rs.12990 + 300 for stand.
Two days later another rep came and installed the machine and after installation there was no power and he left the place and told the machine will work after the power comes.
But after the power has come the machine started working with blinking of orange indicator light with waste water flowing out but no water in the storage tank. So we switched off the machine and called the sales rep KANNAN. He told some person will come and fix the issue. Three days later a new rep came (manikandan)and checked and told there was a water air lock and because of that the machine was not functioning. He made the machine to run and removed the first stored water and collected the new water and gave to taste.
We drank the water and to our SHOCK THAT WATER WAS NOT TASTING GOOD AND TOLD HIM. (as we have a similar machine at my place where it is working well and water tastes good)

He checked the TDS of filtered water which was found to be 280. We asked why it is as we were told it will be around 100. Then he tested the input water and told the TDS was 2800 and we checked thrice with fresh water from borewell and all results around 2800and he finally told this machine is not suitable for this water as it will decrease from 2800 to 280 only (similar percentages) and it is the fault of sales rep who has misguided and marketed the machine to us.
He asked me to contact the Manager at Salem office and to report the problem.we kept the machine ideal .
I went to eureka Forbes office and met the manager and told all the events . He listened and told THAT IT IS THE FAULT OF SALES REPRESENTATIVE WHO BOOKED THE MACHINE. HE TOLD THE MACHINE CAN BE TAKEN BACK AND REFUNDED, AS IT WILL CAUSE BAD IMPRESSION TO COMPANY. He also told it may take some time. As no other go I accepted .
Before that he told he will collect water and send to water testing lab and will find the hardness of water. After a week he sent a rep for testing and collecting water . He also checked the TDS which was 2800 and above. The water was sent for lab.and told it will take 10 days for the report to come.
After 10 days I contacted the manager , who told that the hardness was high and the machine doesnot suit for it and told he has written it to the company at Mumbai regarding take back of machine and refund. He also told me to send a mail to customer care stating the issue and requesting for refund. So do I text you the events.

BUT TO MY SHOCK HE TOLD THAT I WILL BE REFUNDED Rs4000 LESS AS IT WILL BE SUBTRACTED FOR FILTERS. I asked him in what way we are responsible for the event and it was purely a PURPOSEFUL ACT OF CHEAT by the marketing sales rep who booked the machine by telling FALSE TDS AND ASSURANCE for his benefit of getting incentives. But the manager asked to mail to customer care stating my grievances.
I request you THE MACHINE SHOULD BE TAKEN BACK AND REFUND THE ENTIRE AMOUNT OF Rs.13990 + 300 (if anything to be deducted that has to be recovered from the sales rep).
The machine was not used and it is ideal. So kindly take immediate action and do the needful.

The machine was booked under the name of
Mr.Rangasami,
5/51, kalkurichy vellalapatty,post
Belukurichy
Namakkal tk and district.
Contact no 99421 84070 .

Expecting justice,
Dr.R.Sathiskumar
My contact no 9942106598 and my email I'd is dr_sathiskumar@yahoo.c o.in


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