Complaint Details

Status	:	In Process
Complaint No	:	0000777/2011
Category	:	Consumer Goods
Date	:	01-06-2011
Subject Line	:	Complaint & Service Request
Complainant	:	Senthil Kumar K
Address	:	#3, Parasuraj Nivasa, 6th Cross Road, RBI Colony Main Road, Ganganagar
Complainee	:	Eureka Forbes
Address	:

Complaint Details
I am writing to bring to your kind notice the pains that I am going through to get a product that I purchased from Eureka Forbes to be serviced.

I had purchased a water purifier (Model Aquaguard Booster) couple of years back. On completion of the initial AMC period, the salesman from Eureka Forbes very promptly came down to my house for a AMC renewal. I had the AMC renewed for two years (13th Sept 2009 to 12th Sept 2011) by paying an amount of Rs. 1,850. I was promised initially that a periodical preventive maintenance would be done twice in a year i.e. four times during the AMC period. Today when I am writing this email its been more than 1.5 years and we have never been visited by any of the technician for a periodical maintenance.

The real problem started when the water purifier stopped working and I raised a complaint by calling the Euro Helpline on 16th of April 2011 (ticket # 84671266). I was promised that the problem would be attended to within 48 hours. I waited for more than a week but nothing happened. From 25th of Apr 2011 I have been continuously calling the helpline but each and every time the standard answer that I get from the representatives is that "the issue will be fixed by today 7PM". Since none of my calls were yielding any results, I visited the nearest Eureka Forbes office in Ganganagar. They informed me that they have not received any request from their callcenter to fix this issue and asked me to contact them directly. The rude behavior of the people at the office sent me back home.

I came back and raised one more web ticket on the 23rd of May 2011 (# 7d7ad4d1fed7) to see if the issue will be resolved. As mentioned on the company website of Eureka, I have escalated this issue to Ms. Anu Kotian (Step 2 Service Redressal) & also to Ms. Vinath Hegde (Step 3 Service Redressal) but nothing seems to be happening. I have contacted the customer care everyday over the last five days but to no avail.

I hope that this issue will be resolved at the earliest after your intervention.

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