Eureka Forbes
Poor Service

Hi,

I am not sure how can a company claim it has 24/7 support when it can service a failure on weekends. I had purchased a RO unit on 7th and it became faulty on 10th evening. Not sure how the this passed the quality check. This is the first slip. I calls your helpdesk and registered a ticket (88336) to get it fixed. I was surprised to here that the service team does not operate on Sunday. When my new product is totally down what I am supposed to do. Do Eureka Forbes want it’s customer to be without water for days.By the way I did accept this and asked the helpdesk person to send a technician on Monday morning. I called your helpdesk again at 12 PM on Monday as I could not see any technician at my home. This time your helpdesk gay was very rude. They told me that the SLA was for 48 hours and it will start count from Monday only. I spoke to your helpdesk engineer Mr. Antoney who was not bothered to accept my complaints and was sticking to 48 hours. After some discussion he got my lime transferred to Prema who identified herself as a supervisor. But this person do not know the term of SLA. I am not sure how can you identify all calls as a similar one. My issues was a complete break down of a new product. The t team did not agree to send a engineer at an earlier time and was sticking to the 48 hours SLA. They gave me a number for the service co-ordinateor as 044-64532707. No one is available at this number. And this number was not reachable after 7:30 PM.

I am sad that I had purchased a RO system with a company which do not have any sensitivity to the customer. Your brand as “Friend for Life” is not correct. Do not advertise your site as 24/7 customer service. All are inefficient bunch of jokers. If I do not get my RO serviced by 11:30 AM tomorrow, I would like to return the product and get my money back. I am totally dissatisfied with your service.

Regards,

Anand. V

Company: Eureka Forbes
Country: India

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