Eureka Forbes and Eight months. story continues. It was March 7th when I had placed an order for Eureka Forbes Enhance RO+UV, a water purifier. The machine was delivered on March 14th however had manufacturing defects and therefore installation could not be completed. The installation engineer assured a new machine would be replaced within 2/3 working days. I waited till end of March and called the sales executive who kept assuring replacement would be made.
I called up the customer care in first week of April. I had called again to check the status on 10th April. Surprise this time is the earlier call reference provided is nothing but my Customer ID. This time they gave me a real call log "89437174".
16th April I had to call again; surprise this time my previous call got closed with the comments the issue is addressed! How come the issue is addressed without having the consent of me, the affected party! New call reference "75923328" was given. Three installation engineers visited in total to confirm the machine cannot be used but a new machine is required.
13th May I called to realize that call log "75923328" is also closed. Again!
30th June, I visited their Madipakkam service centre since their customer care follow up did not work out. Madipakkam service centre covers our lcoation Pallikaranai, Chennai. The sales manager realizing the events, shouted at sales executive for the delay and asked him to order a new machine. I thought the issue finally is addressed.
3rd July I checked with sales executive who requested to check with customer care as the order was already placed. Customer care gave another call reference "7708023" this time. No response again.
10th July I visited their Madipakkam Service centre again. Entire sales team had gone to Singapore to celebrate their sales numbers. I could not get any escalation contacts from the service centre, as if the organisation itself has been closed.
11th July I visited their office and after a small Manager versus Sales executive fight, they gave me the re-order reference "254045170". This however was cancelled on account of internal policies which I was not informed.
After this event I called customer care to explain the 4 month story and they as usual assured of replacing the machine. Nothing changed.
25th July I managed to get hold of Area Manager for Chennai. I wrote a detailed mail about the events and he assured of replacement.
30th July I had to call him to remind that they’ve not done their job. I said I’m disgusted with their quality of handling a customer and seeked for refund.
31st July new machine delivered at my home. Machine was lying until 12th August and no installation engineer visited. Area manager voiced as if he’s surprised and I had to mention that he should keep an eye since this is few months old.
13th August the sales manager visited my home and assured installation would be done in one hour. I clarified I’m not taking that machine and spoke to area manager to arrange for refund.
30th October I received a service call to service the machine. Their records are updated that the machine has been installed. That’s amazing. I spoke to area manager that I have not received the refund. He too believed the refund has been made and mentioned I did not call thereafter. Holy cow. how many follow up should I be making guys! I asked for Interest and penalty this time for dragging more than 7 months.
10th November I had to send a stinker to wake them up. Sales manager called to assure refund of original payment. I had to remind them they should work and stopping calling to negotiate with me.
1) Customer care followup did not make sense at all.
2) Online filing system gets input but doesn’t give you a reference which is the key to escalate in their online process.
3) Sales executive gave excuses and looked like supportive but did work.
4) Sales manager showcased as if things are going to be addressed but did not work.
5) Area manager who should own more responsibilities as management as well.
6) Ombudsman is not picking the call despite the fact that calls are accepted only on 2nd and 4th Thursdays.
Dear friends, I’m proceeding with consumer forum to seek help if at all irrespective of me getting compensation. If this is what a company representatives can collectively do, I need to show them what an Individual can also do. I wish you all share this and let the world know how a consumer has been deprived of and how poor their follow up mechanism is.