NOTICE ON NON-RESOLUTION OF COMPLAINTS
Dated 07/07
Model: TOTAL RO SMART
Customer ID : 1005083694
Order No. : 292005153
Date of Installation : 31/08
Bill cum receipt No : 292005153
To
1. Eureka Forbes Ltd, Mumbai, Kolkata, Chennai – By RPAD &
E-mail: [email protected]
2. Service Head – Corporate Office, Mumbai – By Fax No: 022-24444302 &
E-mail: [email protected]
3. Service Head – Registered Office, Kolkata – By Fax No: 033-24869341
4. Customer Response Centre, Chennai-17 – By Fax No: 044-30289244 &
E-mail: [email protected]
Dear Sirs,
This is with reference to malfunction of the TOTAL RO SMART water purifier supplied and installed by you at the following premises.
S.SRINIVASAN, NO: 8, 1ST FLOOR, 1ST CROSS STREET, SANJAY GANDHI NAGAR, VIRUGAMBAKKAM, CHENNAI-600 092
1) Within two months of installation (in August), there was no water output and, on my complaint, the filter was replaced free of cost.
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2) The same problem recurred within another month, but this time, the filter was cleaned but not replaced. It was claimed by your service personnel that filter is not covered by warranty and, therefore, it cannot be replaced. Instead, they insisted that I should go in for an AMC despite the fact that the warranty period will expire only in August and I have to be provided four free services as per terms of sale and service within the warranty period. Not a single free service has been provided to me so far and all the services so far done have been based on specific complaints only.
3) The same problem of no water output has resurfaced in June and I have registered the following complaints:
Date Complaint No. Status
04/06 0054289377 Not attended
11/06 0054346622 Attended to only on 24/25th June. Water output stopped the same day.
26/06 0054504067 Not attended
01/07 0054570434 Not attended
03/07
04/07
05/07
06/07
07/07 0054504067
(same as on 26/06) Not attended
After I escalating the issue to next level, Today (07/07), a representative of your company has appeared before me and offered to replace the filter. If it is not covered by warranty terms as stated by your people on an earlier occasion, how is it possible now? Also, how was the filter replaced free of cost at the time of first complaint given last year? Is this an attempt to mislead a customer or a customer retention strategy?
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4) While preferring the complaints, I have specifically stated that the product installed in my premises has suffered serious malfunction repeatedly and the defective product should be replaced immediately. The company has not looked into this aspect of my complaints.
5) The warranty period expires on 30/08. It is crystal-clear that your company that has shown utmost urgency while selling the product to me and installing the same in my premises is reluctant to replace the defective product and is resorting to delaying tactics in attending to my complaints so that the warranty period will lapse and then the company will not be obliged to replace or repair the same free of cost.
6) Even on occasions when the technicians attended to the water purifier last year and once again in June this year, they have tried to hard sell the AMC only and have not shown in repairing the unit properly. This also reiterates my belief that your company is placing commercial interests over customer grievances.
To summarise-
a) My repeated complaints for repair have not been attended to;
b) The replacement of the defective unit under warranty terms is denied;
c) The company is forcing me to go for AMC even during warranty period;
d) The company has not provided me the four free services as per terms within the warranty period; and
e) The company is intent on delaying attending to my complaints so that the warranty period will lapse.
In the aforesaid circumstances, I have turned back your representative today. Further, I am constrained to issue you this notice demanding replacement of the TOTAL RO SMART water purifier installed in my premises within a period of seven
days from today or to give me full refund of the cost of the water purifier, failing which
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I will be forced to move the appropriate consumer forum for the following lapses on your part:
(i) Failure to provide four free services as per terms of service;
(ii) Failure to attend to complaints promptly and within a specified time-frame;
(iii) misleading the customer by giving contradictory information on coverage of a part under warranty;
(iv) forcing the customer to go for an AMC against his free will;
(v) Failure to replace the unit/refund the cost of the unit despite repeated malfunction within the warranty period;
(vi) Unfair and restrictive practice of delaying complaint redressal so that the unit/parts of the unit need not be replaced within the warranty period;
and seek full refund of the cost of the unit apart from damages for the mental harassment I have undergone and for putting the health of my family in jeopardy, along with interest thereon.
Yours sincerely,
(S.Srinivasan)
Director
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