Well, I read all the other reviews on this site, and I could not agree more !
Eureka Forbes (EF) is surely one of the worst companies I have dealt with in terms of service.
I get the feeling that they have no competition, so they do not care about what customers feel. They know we have no other vendor to go to, and with the state of drinking water in India, we will have to continue patronising EF, no matter how bad the service is.
I bought the unit to purify bore-well water that is supplied in our complex. Since the water is quite clean as it is, I cannot comment too much about the filtering and cleaning ability of the iNova.
But, when it comes to service, I am full of tales of horror :-). Here are some....
When I talked to the salesperson about buying the unit, they very helpfully told me that there was a "counter-top" model, since I was averse to wall-mounting ( I am in a rented appartment ). But, when they actually brought and installed the machine, it was a "wall-mount" model. I was at office the time, and my wife did not realise the difference. It has been sitting on a makeshift platform ever since, because the inlets at the bottom do not allow me to place it on the counter.
After a year of use, I wanted to get it serviced, but all my service calls fell on deaf ears. They promised to come every time, but never showed up. I found that they have outsourced the servicing to local agencies, and these agencies asked me to buy and AMC before they would come. The EF helpline was useless, and kept redirecting me from place to place without getting my problem solved. Finally, in desperation, I found a neighbour who did have an AMC, and who was expecting the technician to come in for a service. When the technician arrived, I literally hijacked him and got my unit serviced and an AMC put in place. Guess how long it was before I got my first regular maintenance done - 3 long years from the day I bought it !!
Well I was lucky to have bought the AMC, because very soon after that, the purifier broke down. Again, my ordeal of calling for service started....after 3/4 reminders, and a couple of weeks, the technician came, found a blown fuse, replaced it, and left. I thought my ordeal was over, but wait.....within a few minutes of the technician leaving, the fuse blew again, and the whole cycle began......more calls, more reminders, and finally the second visit my another technician....this time he declared that the PCB ( printed circuit board - basically the complete electronic circuit ) was at fault, and would have to be replaced, and he would come back later......wait started again....more reminders.....then I find that the concerned technician has been transfered, and now they want to know what his diagnosis had been, so I tell them that as fas as I know, it was the PCB....so a few days later, a third technician arrives with a new PCB and replaces it, and the fuse blows promptly again......now he declares it had been the transformer that was at fault all along !.....A few more days, and he comes back with a new transformer, replaces both the PCB and transformer for good measure, and we are back in business - and I am so relieved that the 2.5 months that it took to get it back in action seem inconsequential now....at least it is working :-).....I dread the thought of the next time something breaks :-(
I do want to say the service staff has been very polite, efficient and considerate. I feel it is purely the management that is at fault. They do not have enough technicians for the user base, and are trying to make more profit by hiring less labour.
Like I said earlier, it all finally boils down to market position. Aquaguard has no competitor to speak of, so they do not care about customers. Lets hope some good competition comes along soon to jolt them out of their complacence.