My parents were using Eureka Forbes products – aqua guard and vacuum cleaner – for the past 15+ years. So when I set up a family, my first choice was Eureka Forbes and hence I bought aquaguard without looking for any customer feedback – my BIG mistake!
After one year of buying aquaguard smart, the outer cover began rusting. When I shifted house, the technician told me to change the cover as it was almost completely rusted. I raised a request online to do servicing and change the cover around 6 weeks back and later raised a complaint as no one turned up, but there was no response. Called up the customer care 3-4 times and finally the technician Mr Ranjan came. He did filter servicing and said that to change the cover, the smart model was no longer available, so I can go for a reviva model cover. I said I have service warranty which says that the spare part will be fitted at 75% cost of the original price. But he said it is not possible as I am changing the cover to new model. He said I need to pay by cash and I won’t be getting a bill as he will be buying the cover in another person’s warranty. So does this mean that the technician will buy the product under another person’s warranty at 25% discount and make me pay the full amount in cash and pocket the remaining amount?
Smelling fishy, I called up the customer care and got response to check with technician for price. Why is the customer care person not able to provide cost of a simple cover? I said the technician already told me the price and I wanted to cross verify it. Then he gave me the technician’s manager Mr. Vinod’s number. The manager told me that he is not aware of price and only technician can give the details. Again why? Is the cost of the product a monopoly of the technician who comes and demands cash payment without bill and then tells the price at his fancy? I haven’t seen such non transparency in any other product purchase!
Finally, the technician came and changed the cover, but did not mount the product on the wall, and left it on the kitchen sink telling that another person will come the next day to fix it. While paying the price of 2500 for changing the cover to reviva, I asked for bill. The technician said he can’t give bill as he is buying it under another customer name. But I insisted on bill and said his manager told me that I will be getting an itemised bill. He called up the manager, and after debate, gave me a bill, not itemised, but overall cost for changing the cover and then he vanished.
I didn’t know that my nightmare just started. I can’t use the kitchen sink as waste is falling into the purifier. Daily I call up the technician and his manager for past 10 days. They promise that they will come the same day; I don’t go out thinking that they will be coming and by eod, I call them up again and they give some excuse and tell that they will be coming the next day. This goes on. I just wonder if they are making me suffer because I insisted on a bill. On top of all these the newly assembled purifier started leaking 3 days back!
I called up customer care 3 days back, insisted that they take not a request, but a complaint from me for this inaction after explaining the harassment I have been through. But later I got an sms from eureka forbes with a ‘request’ number. Complaint or request – no one has attended it so far. Doesn’t the company have a mechanism to track a request and complaint separately or does the customer care person has no understanding of the difference between a request and a complaint? For the past 10 days, I had made minimum 30 calls, but no use so far.
I had bought a vacuum cleaner also recently and the sales person was after me till I made the cheque for payment. But once the payment is done, he vanished. I got the product delivered, but the warranty is not signed. I call him up daily, he promises to come and give a demo and sign the warranty, but has not turned up so far.
Now my typical day starts with phone call to the vacuum cleaner guy, get a promise that they are coming, then call up the technician, he promises that the purifier will be mounted. Around middle of the day, I call up the manager and get promise that the technician is on his way. Wait till 5-6 o clock and then again call up the technician, his manager, get some excuse that they couldn’t come and get promise that they will be coming the next day, go to bed with increasing phone bill, kitchen sink unusable due to water purifier left in it, leaking water purifier, unsigned warranty for my un’demo’ed vacuum cleaner and hopes that someone might turn up the next day! I wonder why I paid up so much in buying products from a company that doesn’t care a bit for its customer.
People please stay away from the product, as in case you develop any complaint there is no mechanism to address your issue except be at the mercy of the service ppl to turn up as and when they like.
+
For those who are reading the review, aquaguard simply asked for my contact details, and never called me back. And without my clicking the review as resolved, tehre si a’response received’ tag in my review. Does just asking for contact detail and never responding to the issue amount to’response received’? What I ahve favced is the highest degree of irresponse from aquaguard. Please read the comment for the aquaguard response and my comment below to understand the length this company is going to to fool other customers who read the reviews. The first reason I put this review was seeing response received tag for other reviews thinking that a review might get me the attention from aquaguard, but it turned out that the comapny and the team is bigger chetas tahn I imagined. A simple visit to customer will sort out the issues, but they are more interested in crooked ways. Mouthshut, please do somthing to discourage such fraud from happening.Today, . on 31st July, I have send an email to siddarth asking for action. WIll keep posted if at al I get a review which I am quite doubtful.