I purchased a Total Sensa in April 2008. Probably one of the first lots of the purifier. Though the delivery and installation was very prompt, the Service agents did not turn up him as promised by the Sales team. I had to approach the Karnataka head for Sales for Aqua Guard to get the Servicing agent come to do the service. The agent told me, there was nothing to service in this model, we just need to clean the candle once in a month and the tank once in 15 days.
As I bought my Total Sensa during a festival scheme, it came with a 2 year warranty. Thank god for that, as I realized the importance of that in September’08.
Around September, the Unit started only working in the UV mode and the RO mode stopped working. I raised a complaint with the call centre. No one turned up for a week. It was only after I started calling my area service centre(got the number from a friend who was undergoing the same ordeal with Sensa), that the Service agent came. The agent came and saw the unit, in 5 seconds, and I mean 5 seconds, he said, the PCB(Circuit board) needs to be changed. When I asked him how does he know, he had not even touched the Unit. He told me that this was a known problem with the purifier. Units purchased in April and May’08 have been facing these problems. He said, once we change the PCB, it will become OK.
The service agent came with a PCB after 2 days, and replaced it. Guess what, no change, he changed the PCB and switched on the Unit. It went straight to the UV mode. He told me we will have to replace the unit now, and for that he needs to take approval from his management.
After I followed up with them on this, they said a new version of PCB has come and they will try that. I was OK with that, as I wanted to get my unit working asap. The service agent again came, and replaced the PCB. The unit started to work correctly and the Service agent left. I was happy that finally my Unit is working, but my happiness was only for 20 mins. After 20 mins of the Service agent leaving, the Unit was back on the UV mode and the RO was not working.
On my complaint again, Eureka Forbes finally decided to replace my Unit. The Service agent has not replaced the Unit and is currently under monitoring. It has been some hours now and the Unit is functioning correctly.
Key pointers:
*1. The whole of the above action happened over a period of around 50 days. So from the day I raised the complaint to the replacement of Unit the time lapse was 50 days.
- In total I have had 2 PCBs and 1 Unit replaced. Lets hope this works fine now.*
Remember the friend I mentioned above who gave me all the numbers, he has had, 2 PCBs and 2 Units replaced till date. Luckily for him the latest replaced Unit is working fine for him for the last 1.5 months.
Incase my unit goes bad again, I will let u all know, till then, keep calling Eureka Forbes incase you Sensa is only working in the UV mode.