Complaint Details

Status	:	Resolved
Complaint No	:	0060107/2016
Category	:	Consumer Goods
Date	:	04-02-2016
Subject Line	:	Non-replacement of defective RO-UV Purifier
Complainant	:	Viney Kumar Mutneja
Address	:	Punjab National bank, SCO 29-31, Model town-1
Complainee	:	Eureka Forbes Limited
Address	:	Eureka Forbes Ltd., B1/B2, 701, 7th Floor, Marathon NexGen, Marathon Innova, Off Ganpatrao Kadam Marg,Lower Parel

Complaint Details
Sir,
I purchased one Eruka Forbes Aquaguard total DUO water purifier (RO+UV) vide Bill No. 2402100801 dt 17.09.2012 for Rs 15990/-
After 2 months of purchase the unit started giving problems like:
- Non filling of water tank fully.
- Giving of loud voices.
- Shutting down at its own.
- Giving/flashing of warning light.
- Total shutting down of unit / Non-functioning.
These complaints were very frequent and every time the company engineers visited my house and replaced one or the other part of the Unit.
My requests for replacement of unit were ignored by the local representative, by giving false and diplomatic replies. Even the service / repair slips were not given- just to hide the faults.
For the last two years, I have been paying AMC for Rs. 4450/- / 4350/- every year.
During the last three years more than 40 complaints were lodged with COs local service engineers.
During Last three years the following parts have been changed/replaced:-
1. Sensor has been changed – about 15 times.
2. S-Valve has been changes - about 10 times.
3. PCB- Mother Board has been changed – 2 times.
4. UV Lamp/ tube has been changed – 3 times.
5. Pintose changed.
6. Quzie Tube changed.
7. Quzie Tube Gasket changed
UNIT WAS TAKEN TO WORKSHOP “TWICE” FOR MAJOR REPAIRS AND REPLACEMENT OF PARTS.
Now the machine is totally NON-working since 6th December-2015.
Cos mechanics – Mr Ramesh & Mr. Hisham chand visited my residence and changed one wire- unit worked for 2-3 hours and then went DEAD again.
I lodged my complaint with Service Call centre on 06/12/15 and also with COs local service dealer on 07-12-15.
I made the following calls from my Mobile No. 8295291700 :
SL Date Called No. Name of person to whom call made Time of call
Duration of call
(minutes)
1 06/12/15 18602661177 Co. Call Centre 09.43 AM 08.01
2 --do-- 94171 - 77127 Hisham Chand 11.02 AM 02.13
3 07/12/15 99881 - 75318 Ramesh (Service Eng.) 10.01 AM 0.46
4 10/12/15 99881 - 75318 Ramesh (Service Eng.) 16.18 02.23
5 10/12/15 93577 - 55768 Anand Verma
(Ser. Head Panchkula) 16.21 08.17
6 12/12/15 93577 - 55768 Anand Verma
(Ser. Head Panchkula) 15.16 01.41
7 12/12/15 93577 - 55768 Anand Verma
(Ser. Head Panchkula) 15.26 0.51
8 13/12/15 022-61073500 Call to CO’s HO 10.39 AM 01.05
9 14/12/15 93577 - 55768 Anand Verma
(Ser. Head Panchkula) 14.03 03.10
10 18/12/15 0172-3264336 Ms Narinder Kaur
(Area Head-Patiala) 11.00 AM
11 022-30454001 Mr. Vishal from HO
12 28/12/15 022-61073500 Ms.Soni From CO HO 02.06 PM
13 28/12/15 0172-3264336 Ms Narinder Kaur
(Area Head-Patiala) 04.50 PM
14 30/12/15 022-61073500 Ms.Deepali From CO HO 11.55 AM
15 01/01/16 022-61073500 Ms.Soni From CO HO 01.20 PM
16 Weekly calls 09888447997 Mr. Akshey Mahajan
(Area Manager. Chd. Last calls made on 25/01, 27/01, 28/01/16
CALLS RECEIVED FROM CO’s HO SERVICE CENTRE- MUMBAI
1 11/12/15 022-61073500 Call from Your HO 12.06 PM 03.51
2 13/12/15 022-61073500 Call from Your HO 11.07 AM 06.24

Details of complaints lodged through Co’s website:-
1. Level-1: service request No. 0084736665 - on 10/12/2015 at 22.15 hours

NO ACTION TAKEN

2. Level -2 : service escalation request made on 14/12/15
“NO ACTION” taken at any level.
3. Level-3 Service escalation request made to Head Cust. Service on 16.12.15
4. Level -4 Service escalation request to Cos Ombudsman made on 20.12.15
Written complaint was also sent to Ms. Vinath Hegde Head Customer Care, vide regd letter on 16/12/2015, But No response.

this is the level of customer service of a company of repute like Eureka Forbes, then what a customer should do……?????
CO’s LOCAL SERVICE HEAD – MR. ANAND VERMA, PANCHKULA, HAS BEEN TELLING THAT SOME PARTS ARE DAMAGED AND HAVE BEEN CALLED FROM MUMBAI- LIKE CHAMBER / UV / Mother board ETC.
I SENT PICTURES OF THE DEFECTIVE UNIT AND PROOF OF REPAIRS / PARTS REPLACEMENTS AT COMPANY’S E-MAIL. (as detailed below).
from: Chd Mnc
to: "anand.verma" ,
customercare
date: Mon, Dec 14, 2015 at 3:10 PM
subject: Repeated Fault in UV-RO-DUO

From: Chd Mnc
Date: Sat, 12 Dec 2015 22:25:37 +0530
Subject: Re: Reeated Fault in UV-RO-DUO
To: anand.verma@eurekaforbes.com, customercare@eurekaforbes.com
from: Chd Mnc
to: anand.verma@eurekaforbes.com,
customercare@eurekaforbes.com
date: Thu, Dec 10, 2015 at 11:02 PM
subject: Fwd: Reeated Fault in UV-RO-DUO

From: Vicky v k
> Date: Mon, Feb 9, 2015 at 1:36 PM
> Subject: Reeated Fault in UV-RO-DUO
> To: anand.verma@eurekaforbes.com, satyamenterprises_2855@eurosmile.in
From: Vicky v k
> Date: Wed, Oct 29, 2014 at 12:14 PM
> Subject: Deficiency in Service- Non attending of complaint
> To: customercare@eurekaforbes.com, satyamenterprises_2855@eurosmile.in
>
From: Vicky v k
> Date: Fri, Jul 4, 2014 at 11:33 AM
> Subject: Deficiency in Service- Non attending of complaint
> To: customercare@eurekaforbes.com
> Cc: satyamenterprise-2855@eurosmile.in
From: Vicky v k
> Date: Fri, Jun 27, 2014 at 11:18 PM
> Subject: Deficiency in Service- Non attending of complaint
> To: customercare@eurekaforbes.com

I approach for resolution as follows;

Refund cost of Unit ie. Rs. 15990.00 + AMCs 4450.00 + 4350.00 – immediately along with 12 % interest – along with damages of Rs. 25000/- for the Harassment and Mental Agony suffered by me & my Family.
Penalty to company – as deemed fit by the authority.
Hoping to receive the Justice.
Thanking you,

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