Product - Aquaguard Total Sensa
Bought - 23rd Jan 2012
Sales person - Satish Pandey/9002678
Invoice No 107-053193
I don’t remember the exact dates now, but will narrate tthe incidents in chronological order.
My ordeal started the day the machine was delivered.
The sales person had promised that all the components of the machine are within one box, and nothing sticks outside. To my surprise, the machine came with a candle which has to be installed outside - bang goes my kitchen design outside the window. I had to rework on it to accommodate this external appendage!
When the machine was installed, the water was flowing, but the front panel display was blank. I asked for a machine replacement, but only the faulty display unit was replaced.
Then suddenly the dispenser tap choked.(How? there should not be anything inside the box to choke the tap, isn’t it? After all, the tap is supposed to dispense pure, clean water. But it did choke. After umpteen calls from my side, the technician arrived to replace the tap, and in the process managed to start a leak in the machine.
Then they sent new people to plug the leak and these guys managed to stop the machine working altogether. Ultimately, after repeated calls from my side the the area service manager at that time(Mr Sonar) they sent some senior guy who knew about the machine to rectify the issue, and the machine started again after almost 2 weeks.
Then one day, after about two and half months, it failed again - the display used to blink continuously and then nothing. I contacted the service center, went through the usual circle of calling everybody, before somebody from Eureka Forbes visited my home. To my dismay, he asked me whether blinking display was a normal condition or a problem one! I asked him to bring along somebody who knows how to work on this machine. Again a gap of 3-4 days before the "specialist" arrived, that too only after I escalated to the area service manager(Sunny). He diagnosed this as a UV light issue, and promised to replace the same. Again gap of 2-3 days. The UV lamp was replaced, machine started to work, but failed within less than 24 hours. Then they realized this may be some electronics issue - a circuit board had to be replaced. Again a wait for the spare to arrive, which promptly failed on installation. Then they suspected an internal leak and called on another specialist, who plugged the leak and installed a new circuit board. My requests for a whole machine replacement were summarily ignored/ rejected. Total time wasted - again almost 2 week.
Now it has failed again. The tap broke on 25th November, Sunday. I have not seen any tap flimsier than this one. I logged call on the same day on the web(service request number - 3ebf53af5be7), and called the service center first thing in morning on Monday. I was promised the tap will be replaced by Tuesday. However, nobody moved till Friday. On Saturday I had to call Sunny again, and then the technician arrived in the evening with a tap. However, the problem is not yet fixed for two things. One - the technician who came to my home did not know how to remove the faulty tap! and Second - the replacement tap that he had brought along was not a packed piece, and had smudges on it. When I contacted Sunny, I was told that spare taps are always delivered like this, and are not packed. Even if this logic is bought, there is no reason why the tap had smudges on it. I have been promised that the new part will arrive on Monday evening, and will be replaced by Tuesday. I am waiting.
In conclusion:
It doesn’t matter whatever you do and whomever you call, your problem gets resolved only at its own pace. Eureka Forbes team is not sensitive to your problems at all.
Online service logging and escalation is not transparent at all. You never know the status of your request. When you log a complaint, the form asks for email ID and mobile number. I don’t know where this information goes, as I have never beed contacted by anybody from Eureka Forbes, unless I call them.
All is all, the ultimate mistake is mine - I should not have bought this machine.