We had placed order for pureit Ultima RO+UV at eZone Marathahalli Bangalore on 25th December 2014.
Device was delivered to us on 31st December 2014. This was as per our request.
We placed an installation and demo request with pureit. This was assigned to pureit licensed service provider "Sri Raghavendra Agencies LSP(7760508071)" .
On **6th January 2015(Tuesday)** late afternoon a technician named Kiran from "Sri Raghavendra Agencies LSP(7760508071)" came and did the installation.
On **8th January 2015(Thursday)** night i.e. 2 days after installation, water dispensing outlet unit (Part number 5 in pureit instruction manual) started leaking. It would have started in the night. We observed it in 9th morning.
On **9th January 2015 (Friday)** at 7:45 a.m we called up pureit customer care center and raised a compliant. Compliant number is C156414293. We also turned off the device and valve. as explained in the manual. Same day afternoon the person who had done the installation called up my husband on his mobile and said that he knows what is the problem. He said a part needs to be replaced and he don’t have spare part. He also said he will try to visit us in the evening. He said all these without inspecting the device. But he did not turn up.
On **10th January 2015(Saturday)** I made several follow up calls with pureit customer care center. Couple of times I was told, I will be arranged with a callback. But I did not get any callback from customer care center. Same day afternoon the same person who did the installation came in. When he came in device was off. He called up his supervisor and said device is leaking one drop/minute. We were shocked. How can a trained technician can pass false information in front of the customer itself. He was not even ready to explain the issue. He started telling us because of dust it has happened and part needs to be replaced. Hence we were upset and asked him for his supervisor number. He refused to give us the number and walked away.We kept on following it with pureit customer care center in pain. Later in the night a person from service center called us. He agreed to send a different technician.
Today **16th January 2015** we understood that supervisor himself had called us and arranged for the different technician.
On **11th January 2015(Sunday)** morning different technician came in. First he cleaned up the device. It was still leaking. Then he applied plumber tape on some tube(I don’t know the name of the component.) He also said next day he will come and replace a tube and he will give us assurance with in next 6 month if the leakage happens he will get us the product replacement. This technician name was Adarsh. Since we felt he seems to be a genuine person we agreed for the replacement.
But same day night pre-sediment filter started leaking. Immediately after seeing the leakage at 10:20 p.m I made a call to pureit customer care center. I got irritated with person as he was not willing to listen to me.He said he is mentioning it is leaking some where. I asked him to transfer to some one else. He said he is the only one working. I don’t remember his name. When I told him I will raise a complaint on his attitude, he said you are welcome to do so. We are not at all happy with your customer care center. They don’t have the patience to listen to customer. They do not even seems to take the notes of what customer is explaining.
On **12th January 2015** night I made call again and I was assured some one from Bangalore CCS department would call me before 13th noon.
On **13th January 2015** by 11:00 a.m also no one called me and I called up customer care center. As usual they started asking for the last chance. But this time I asked them to connect me to Bangalore CCS. First they were not ready. But I was firm. Finally when they connected me to Bangalore CCS. I started speaking to some from Bangalore CCS. During conversation I learnt that he was given a wrong information that we did not allow them to inspect the device. It could be because what information the received from the first technician. I clarified him what had happened. Then he put Bangalore LSP also in the loop. He questioned Bangalore LSP about the same. Then they understood what has happened and they agreed for complete replacement.
On **14th January 2015** they kept their promise. They did the product replacement.
Still the product leaks in a corner when tank full indication comes. But I am wondering should I make call to pureit customer care center, due to the tough experience I have explained here.
However I did not have a clear picture about Bangalore LSP. Based on my above response I had considered Bangalore LSP as average. But now I also like to mention good things about them.
Today Bangalore LSP supervisor Mr. Renjith came home and explained us the scenario. We are convinced with him. He was same person who spoke to me along with Bangalore CCS. I understood from him, they do take adequate care about the customers. And it was reflected today.
However pureit customer care center is worst. They need to be trained well on attitude and listening skills part.
If any of my friends and relatives asks for my opinion on pureit experience I will definitely provide good feedback about product, CCS and LSP except customer care center.