Complaint Details

Status	:	Resolved
Complaint No	:	0007172/2013
Category	:	Consumer Goods
Date	:	11-11-2013
Subject Line	:	False demonstration and no after-sales service
Complainant	:	Vijay Mohan
Address	:	A-605, Nester Raga,
Complainee	:	Eureka Forbes
Address	:

Complaint Details
I had purchased Eureka Forbes Euroclean Wet and Dry Vacuum cleaner in January 2013.
First-of-all, I have complaints against the demo:
It was done in bad taste, displaying the capabilities without the use of filters. From the demo, it seemed as if one can seamlessly switch between dry and wet modes, the demonstrator did not explain the fact that the filters have to be removed for wet. This made the demo seem much more impressive that what it turned out to be. Also, without the filters, the power was much more that what it is.

Secondly, false promises by the agent:
I was told that there was an offer going on for the 25th anniversary and the piece will be eligible for lifetime-free servicing. When I contacted the service center for logging a grievance, I was told that there is no such offer linked to my product. So basically it is a blatant lie to dupe customers.

Finally, service (or lack of it):
After very infrequent use, we started facing issues with the cleaner and I called up the designated number (39883333) to lodge a complaint. Here is the history so far:
1-Nov-13: Service Req No. 73790640: Was told that technician will get in touch within 24 hours. No response.
8-Nov-13: Service Req No. 88998187: Escalation request. Was told that the service will be completed before 5:30 pm on 8th. Nothing at all.
11-Nov-13: Service Req No. 89004863: Another escalation. Same promises and apologies. Still No response.

I have wasted hours calling the customer care and all I have is service request numbers. Not a single person has called me back.
I am having trouble using the product for more than 10 days and no resolution in sight.
I know the same is going to happen when I lodge a complaint next time as well and this makes me feel worried that I have wasted my money purchasing this product.
The pre-sales demo is misleading and the sales promises are false.

I want a total refund for my product and return the product to Eureka Forbes.
With this kind of poor service at this stage, I can only imagine what will happen once the warranty period expires.
Also, the demo is misleading and the sales promises are false, which amount to malpractice.

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