Eureka Forbes Aquaguard
Zero customer orientation

I raised a complaint 10-12 days back, the service agent said, I was not appearing on their system, and said he has to take a manual complaint. I have been a customer of Aquaguard for 5 years already (regularly when they need to collect the AMC fees, that service is very prompt).. After being a customer for 5 years, I am told I am not on their system, so the agent raised a manual complaint and gave me a number 85022315. No one called me back, then when I called up the service desk again, he mentioned this SR belonged to a customer in Kolkota. So question is what happened to my SR (assuming I might have misheard the SR number)? Then I raised another SR 8 days ago 85052023, technician said he will come but did not turn up, I lost 2 days of leave also staying at home waiting for this idiot. When I called this technician, he gave me a crappy response - he does not have filters and go to service center and bring (how could he be doing service without filters???). Again I called back the helpdesk, CSR said they can not connect me to the supervisor. I tried to escalate this thru EuroForbes website, then I understood that there is no escalation process for so called 'manual service requests'. I called the technician from a different phone, and he answered, and said he will turn up today, and as expected he did not. So created one more SR b590278384bc referring to the original SR 85052023. So following things seem to be traps;

- EuroForbes 'deliberately' raises manual SRs to avoid resulting in escalations.

- EuroForbes does not maintain a system of scheduling the services ahead of time, and call the customer and come. In my case, the last service was given 8 months back. Offcourse full AMC amount.

- EuroForbes 'delberately' does not send any of the SR information on SMS or emails.

- Why did someone not call back to check if the service was done (basics of CRM)? Deliberate attempt to suppress the truth.

They seem to be a great adapters of zero customer orientation/ zeo accountability model.

Company: Eureka Forbes Aquaguard
Country: India
State: Tamil Nadu
City: Chennai

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