Eureka Forbes seems to be having weird set of customer care practices which they are yet to correct. Their product engineering team does a good job but the selling team seems to suck and fail in more ways than one. If you wish I would like to recall our earlier discussion on Eureka Forbes AquaSure over here: https://mouthshut.com/review/Eureka-Forbes-AquaSure-Springfresh-RO-rtspnnmtrm
This review is about the same product which developed a few issues and I wanted some one to visit my residence to get an idea about the problem and address it. The melodrama has been described below chronologically.
17th Mar 2011: First Request to Call Center
No Update or Callback from any local service personnel till 22nd Mar 2011
22nd Mar 2011(Morning) Talking to customer service center. No satisfiable reply.
(Late Evening) Had to escalate to Eureka Forbes Tier 2 Team
23rd Mar 2011(Around Noon) Reply Email from Nodal Team. In Parallel some one from Madippakkam and Chromepet trying to reach on phone to get a gist of the problem and address it. Though each one was trying and vying to give confidence in sending a person immediately they only resorted to leave the promise in verbal assurances. Almost for a couple of hours promises over the wire seemed to have been written on the air making me to pull my hair out in despair and chaos on what is happening to my request.
In the melee during one of the afternoon calls a sales person was presenting an hilarious experience. When asked his name, he was telling my name. When I again asked him his name he was cramming on his speech and then after a while banged his phone and ran away. Sometime afterwards some one called’Malini’ from the same Madippakkam service center reached me. When I voiced out my encounter with supposedly’mad guy’ a few seconds back, she was trying to get to her supervisor called’Subrahmanyam’. He also seemed to be annoyed with the sales person behavior but in a diplomatic gesture to cover up and cool down the things he told me his name (’Karthik’) and further added to challenge his ID card on his arrival and optionally to confirm him over the phone if there is a suspicion. Actually this is a very good security procedure designed by Eureka Forbes and you can find more details about the same here: https://eurekaforbes.com/customerconfidencecentre.aspx
When the sales person arrived at my residence I asked him what on earth was his problem to say his name. The reasons cited by him really sounded gibberish and amateurish indicating that he was supposedly involving in unscrupulous practices and hence didn’t wanted to get his name being circulated. To one challenge his response was "We are not encouraged to give our names out to customers". I don’t think any enterprise would have such weird practices and I am sure Eureka Forbes would ever not do it. And his strategy of approaching the aqua guard was too amateurish too. Just shook the machine up and down a bit. He then asked me 250 rupees visiting charge, 3750 rupees to replace anything and everything in the machine and one more 3750 rupees for some weird annual maintenance contract. I am sure that getting an AMC with such beguile rotten cabbages is going to none the less another gambling. After a bit of haggling I filled up the form and gave to him but he wanted me to fill something like’Service Completed’. I am not sure what service he did. Just to shake the machine up and down, left and right the four month old baby in the first floor of my building does. Even the dog that is in my street can do the same. I don’t need a service personnel for that.
I am also escalating this to Eureka Forbes since it is my moral obligation to inform them since only after Tier 2 follow-up at least the Madippakkam center moved in the staff.
I think Eureka Forbes should do an yeoman job in bringing a radical renaissance in its sales and service team. The corporate objectives are simply high, product is good, spectrum of products is good but sales and service team can not fare even to a -0.00001 per cent of it. They ought to truly look into it and do something to correct the same.