I have purchased an Aquaguard Total Gold Nova (S) Water Purification System on 14th January by cheque (cheque No 266264, DENA Bank) in exchange of my Aquaguard Classic model. Please refer to Final receipt No: 111 and invoice No. 062617 The Sales Person was Mr. Manish Singh whose Code No. is 9002015
Within 2 months from installation of the new machine on March 10th the machine stopped working.. On informing FRIENDSHIP who is your authorized maintenance and service centre in this area, they promptly send me a technician and the flow of water was restored. However the e- boiling feature could not be restored as it was evident from the absence of the typical boiling sound which normally is heard when this particular feature works.. Also the soft mild music of the new Gold Nova model was replaced by the old cacophony of the Classic Model. After my further complaint, “Friendship” attended to the same problem of the non working of the E-Boiling but could not solve it even though a number of technicians were sent by them. Finally after a long wait, the P.C.B. of the machine was replaced. The machine resumed its function with the E- boiling and the original music could be heard but it was only for one day. The very next day, it was back to square one. The machine was working but the sound of e- boiling again went missing along with the music. After that, the same technician was again sent to look into the matter but he requested us to contact the company to look into the matter as it was beyond him to fix the problem.. Since then I have been consistently trying to contact either Mr. Manish Singh or the Aquaguard office in Andheri almost every day. But whenever I call, Mr. Manish Singh assures me that a senior technician will be sent that very day to fix the problem. No one has till date come from the Andheri office to attend to the problem. The technicians from FRIENDHSHIP did come but admitted that it was beyond their knowledge to fix this unique problem. And now for the last one week the indicator lights are behaving erratically. The yellow light simply does not glow at all and of course the e- boiling feature is still not working.. I feel it is absolutely futile to complain to the Andheri Office or to Mr. Manish Singh. This game of "cat and mouse "is going on for the last 20 days. You can very well verify with the Andheri office or with Mr. Manish Singh, the Sales Personnel about the number of requests that I have made to them. On 12th of April I again filed a fresh complaint at the Call –centre, the complain No being 81059824
I am really tired and frustrated that such a reputed company could go back on its words and not deliver what it so proudly promises i.e. After Sale service and Customer satisfaction. I have been using your Classic Model for the last 10 years and found no serious complain. It was at the insistence of your Sales person that we were convinced to exchange the old model with the new one as it has the e- boiling feature.
Since the machine has already gone through too many wear and tear as it was opened several times and machine parts changed and also since it is with in the warranty period, I would request you to kindly replace this faulty machine with a brand new one. But under no circumstances, I am ready to compromise with the present machine whose e-boiling section is dysfunctional. I wanted to upgrade my Classic Model to e-boiling technology and therefore went for Gold Nova which promised to provide safe drinking water for my family. I have my misgivings and am now seriously apprehensive whether this faulty machine of mine is really serving the prime purpose for which it has been installed- that is PURIFICATION. I would therefore request you most earnestly to see into the matter and replace the machine with a new one and spare me the anguish and mental trauma that I am going through..
I hope necessary, prompt and effective action will be taken keeping your reputation in mind.
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