After using the product for 10 days without any problems, I feel like I havent made any mistakes.
Eureka Forbes guys called me 3-4 time during last 10 days to make sure everything is working perfectly.
The initial water hardness was 467 and it was brought down to 40. Excellent!.
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I got Aquaguard SENSA installed on 4th Feb. The technician installed the Aquaguard and told us that it will take 45 mins to fully function the machine and he left. But to our surprise even after 4 hours there was no water in the storage tank. I raised a complaint the next day, but the support staff said Sunday is non-working day. But I had to forcefully lodge a service request(# 86347178). The irony is the service request which you book via phone doesn’t have any meaning as you can not track that via online service request portal. Disgusting.
So, I had to call the customer again on 6th Feb to remind them that the fresh installation didnt work. After repeated followup someone showed up and he too had no clue on whats going on with the Aquaguard. He was initially complaining that there is no water pressure, but the water outlet was working. After an hours phone call discussion with his colleague, he came to conclusion that the machine stops working as soon as 1ltr of the tank is filled. The machine stops functioning after 1 ltr water is filled up. The technician finally gave up and said he will turn up tomorrow with colleague of his. In parallel I have raised another request online(just to escalate the issue). I want the entire unit to be replaced or get back my money.
Service and Support is really horrible as you do not know what is happening with your request.
You have to remind them repeatedly that there was a request lodged.
The sales person was also hesitant to talk about SENSA model. Maybe they know there is a technical problem but what is the company doing if they know SENSA has this kind of problems?
I am hoping that tomorrow technicians solves the problem otherwise I will have to go through the pain of repeated follow ups.
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Todays action
couple of technicians turned up at 11 and then struggled for 1 hour. After that they said they dont know and asked us to get the product replaced.
I had to call up the Sales Guy from whom I purchased the Aquaguard and he asked me call his manager. The service manager was kind enough to arrange a person who had expertise on this model. He also assured that if it still does not work, the model will get replaced.
Finally the good technician came and fixed the problem within half an hour. The problem was the Aquaguard filters were not cleaned properly during the initial installation.
The Aquaguard is up and running after 3 days of installation.
Maybe I will update this review again after a month on the other aspect of the SENSA model.
Some of the point for Eureka Forbes people to look at
-> Send technicians who knows the product, not someone who is looking at the product for the first time
-> The Service and Support is weird. Request raised by Telephone status can not be tracked online.
-> Raising request online is lengthy. not useful if you need quick fix.
Some pointers for all purchasers
-> make sure you ask all sorts of STUPID questions to the technician, make sure your Aquaguard is working before the technician leaves after the installation
-> make sure you talk to local areas service manager and explain him the situation