Complaint Details

Status	:	In Process
Complaint No	:	0001540/2011
Category	:	Consumer Goods
Date	:	14-09-2011
Subject Line	:	No service after sales
Complainant	:	B K AGARWAL
Address	:	G-62, PANDAV NAGAR MEERUT
Complainee	:	EUREKA FORBS
Address	:	143, C-4, Bommasandra Industrial Area Hosur Road Banglore

Complaint Details
Dear Sir,
I am a loyal user of Eureka Forbs Water Purifier since last more than 10 years. I was having no complaint regarding this product or service. But since 2010, I am fed up with the services of Eureka Forbs.
I had entered in an AMC for two years vide Contract Receipt No.: 10 16207983, for two years with Eureka Forbs w.e.f. 19-03-2010 to 18-03-2011 (Copy enclosed) at Annexure-I. I entered for two years AMC, only after assurance given by Mr. Ravi service personal that carbon will be replaced six times in two years. I got no problem since April 2010 and two times carbon was replaced by the service agency. I was transferred to Meerut in April 2010. I was allotted a Customer Code number by the Saharanpur Franchisee as 1005752139, and assured me that I will get rest of the services from Meerut.
Problem started when I transferred from my present address 149, Pant Vihar Saharanpur (UP)-247001 to G-62, Pandav Nagar Meerut (UP) 250001. I had got changed my address and requested to provide my rest of one year service.
I got registered myself at Meerut and I got a call from Meerut Franchisee that I have been registered at Meerut and will get rest of the service from Meerut. A service personal from ROSAN ENTERPRISES 28-29 ASHOK VATIKA PRABHAT NAGAR MEERUT visited my premises, and also assured me that I will get rest of my service. He also replaced one misplaced bowl set on 3/6/2010, and issued me a receipt no. 12849945 dt: 3/6/2010, for Rs. 575/-, (Copy enclosed) at Annuxure-II, and assured that he will carry a candle and will replace it. But nobody turned up after that, and no service has been provided to me by Eureka Forbs wef April-2010 to March-2011.
Unfortunately I got misplaced my documents of AMC in between. In mid of February-2011, I got an SMS from M/s Eureka Forbs that my AMC is going to be expired on 18th March 2011 than I got the reference and lodge an online complaint vide service request no. 71d1095013c9, and with lot of hardship and only with the kind intervention of Madam Divedi and Mr. Rakesh Chaturvedi from Eureka Forbs Meerut branch one candle was got replaced on dt: 28/3/2011.
Thereafter no service has been provided by the company. Now I got find my documents. My water Purifier Classic Model is lying faulty since 31/8/2011. I lodged a complaint on Dt: 2/9/2011 vide service request no. 25161b9cc481 on Dt: 2/9/11, but no response. On my reminder to 2nd tier level of complaint vide email to Ms Anu Kotian on 8/9/2011. I got a call on 9/9/2011, telling me that as per policy of AMC only four candles are to be replaced and asked me to submit a scanned copy of AMC document if there is any written assurance for six, via email on servicemrt@eurekaforbs.co.in, that I had submitted on the very same day( copy enclosed) as Annexure-III, but still no response thereafter. I again made a complaint on 3rd tire level and send an email to Ms Vinath Hegde Head Customer care on 10/9/2011.I had a talk to Mrs Divedi on phone on 12-09-2011 and also requested her to help me but she categorically stated that she is not in a position to help as the AMC has been over, when I insisted that I had not received any service wef April-2010 to March-2011, even I have paid for it, she said that only THQ can help in this matter.
I had also contacted Mr. Bisht a higher executive of Eureka Forbs in Noida on his Mobile on Dated: 12-09-2011, and after listening me patiently he assured me to revert back me a call, but nothing has been done so far.
Now my humble request is
1- to kindly get attend my faulty Water Purifier immediately, with change of any spare part required if any without any extra cost as I have not get any service within April 2010 to March 2011, except one candle was replaced on 28/3/2011.
2- Although a false promise has been made to me by the service personal while signing an AMC for two years for six time replacement of carbon during two years of AMC Copy enclosed as Annexure-I (Written commitment by service personal on the AMC itself). But as I have come to know that company replaces only four candles during two years. I will not insist for six. As such I am still entitle for one more candle replacement without any extra charges, as I have already paid two years AMC charges, that should be provided to me.
3- It is also requested to kindly extend my AMC for one year w.e.f. 28/3/2011 to 27/3/2012 without any extra charge as I had already paid AMC charges for two years in 2009, and no service has been provided to me during April-2010 to March-2011.

B. K. AGARWAL

Encl (Three)
1- Copy of AMC dt: 19/03/2009, with written undertaking of service personal on it that six time carbon will be changed during two years of AMC.
2- Copy of Receipt No. 12849945 dt: 03/06/2010 from M/s ROHAN ENTERPRISES a Franchise of M/s Eureka Forbs Meerut, for replacement of bowl, as a proof that service personal of M/s Eureka Forbs visited my premises after my registration of change of address at Meerut, for further after sale service on AMC.
3- Copy of mail sent to service center Meerut, and forwarding him copy of AMC in response his call dt: 9-9-2011.

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