Request No.: 0058728025 lodged on 12 July
Cust no.: 1006732161
I am the owner of an Aqua Guard Royale water purifier. At the beginning of this year, when the AMC of the above mentioned water purifier was renewed, a technician (Sanjay) visited to change the filter and carbon as is the case every year. However, while finishing up, in his hurry, he forced the cabinet shut. In doing so, he managed to break off the end where the screws go in. He didn’t mention it to me that it had broken off. He quietly hung the purifier onto the wall. That’s when I noticed that the front panel was hanging loose and not closed shut as before. When I inquired with him why he didn’t shut it properly, he said that it was broken and needs to be replaced. He said that he would place the order for a new piece as soon as he returns to office. Please note that this was in Jan.
Since then I have been following up with the service centre, but all they say is that the part has not come yet.
On 12 July I lodged a request (0058728025) with Eureka Forbes and mentioned all these details to them. I asked them to send the cabinet as well as the carbon which needed to be changed. Finally, after many calls, on 22nd July, a technician came over. When I inquired about the cabinet, he said that he had no clue about this and had come over for servicing. I asked him to change the carbon, if he had brought that along. He had the carbon and he changed it. However, he did not have the proper tools to open the casing which held the filter, in order to clean it. He struggled with it, trying desperately to force it open with his feet. For hygienic reasons as well as fearing that he might just break that, I requested him to leave that and finish up. When he turned on the aqua guard, the red light did not come on. I wrote down all this in his job sheet and mentioned about the light, missing screws and the cabinet that needed to be replaced.
After he left, I called up Eureka Forbes customer care, spoke with Mr. Mayur Mehtra (supervisor) with whom I was in touch with regarding this issue. He, then, directed me to speak with Mr. Som Shankar (Service Dept.). His contact no. is 932056007. I contacted him and narrated the entire matter to him. He promised me that he would look into this and call me back. After a while, I got a call from him and he promised me that the cabinet would be replaced in 2-3 days. When no one turned up after 4 days, again I called him and he asked me to wait for another 2-3 days. This went on till 9th August, when he finally mentioned that he has forwarded the request to Mr. Milind, Vashi office who would do the needful.
When I contacted Mr. Milind on 27831069/2252/2095, he assured me that they will replace the cabinet in 3 days. When I followed up on 12th Aug, the executive said that the technician will visit my place by 5:00 in the evening. Unfortunately, there was no sign of a technician. When I called again on 13th Aug (today), Mr. Milind would not take my call. The executive assured me that the technician will visit today.
At 6:00 pm, the same technician (who broke the cabinet in the first place), came over. I asked him if he had brought the cabinet as I didn’t see anything in his hands. He pretended to be ignorant of this matter and said that he was asked to come to take care of a break-down. I, politely, asked him to leave.
It has been eight months since this incident. All their people are doing is passing on the issue from one dept. to another. And to top it all, they are sending their technicians asking them to feign ignorance of this matter.
The consumer courts should not be lenient in dealing with this company luring customers with false promises and absolutely nothing to show for it.
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