Complaint Details

Status	:	In Process
Complaint No	:	0001649/2011
Category	:	Consumer Goods
Date	:	11-10-2011
Subject Line	:	Aquaguard Infinity : Web Service Request Ticket No: 59f37ca8bf69 : Request Action Be Taken
Complainant	:	Gautam Busi
Address	:	6B, Mayfair Apartments, R.No.2, Banjara Hills
Complainee	:	Apollo Health and Lifestyle Limited
Address	:

Complaint Details
Dear Sir/Madam,
We are a family with 2 (two) little children and residing at Banjara Hills, Hyderabad (the "Area"). We were using Aqua Sure Water Purifier, without any problem, for last 4 years. However, one Sales Person D.Harikrishna [9885742503] visited our home and checked the machine's TDS reading. He found the TDS reading to be 73. As per him, the TDS reading was high and strongly recommended that we purchase the newly launched machine, Aquaguard Infinity (the "New Machine"). According to him, on using the New Macchine, the TDS reading would come down below 73 and that our family would get safe and pure drinking water. I requested Harikrishna to put me up with a Technical Person of the Company to confirm the above facts. Accordingly, he put me up on call with Dashrath [9133881472], who confirmed all the above facts. I later found Dasrath to be his Team Leader.

It is extremely disappointing that within 1 (one) week of our starting to use the New Machine, we all have been spoiling our health. Added to this, the technical person who visited us thrice for checking the New Machine [starting from within 1 (one) week of installation of the New Machine] categorically himself stated that this machine does not match the Area requirement and that the TDS Reading was above 500. He also stated that we are victim of the Sales Person having falsely sold this machine to us [without any reference to his name]. Since then I have been requesting the New Machine to be replaced with my old machine [from 2nd Week of its installation]. However, till date, despite 3 (three) levels of escalation of complaints, no action has been taken to replace the machine. On several calls from the Company's Customer Care Cell, I was promised that the machine would be checked for TDS Reading and sample would be collected for the same. Accordingly, the Water Sample was collected on September 13, 2011 by Harikrishna himself. Both Harikrishan and Aquaguard Customer Care Cell promised me clearly that the Report with respect to TDS Reading and purity of water would be provided to me by next monday [i.e., September 17, 2011]. Despite my follow up, till date I have neither been (a) provided the Report, nor (b) returned my machine. As a result, everyone in our family have completely ruined the health owning to continuous cough, cold and fever.

Our agony does not end here, Harikrishna and Dasrath promised to give me the refund amount of Rs.2000 within 1 week of purchase. Despite repeated requests for over 8 (eight) times to Harikrishna for over 2 (two) months, he had not given refund amount. When I called the Accounts Section, I was informed that neither Harikrishna nor Dasrath had submitted the papers for refund of the money. After 3 (three) level escalation with Aquaguard, he finally refunded the Rs.1700.
It is really shocking to note that the Company which guarantees good health, does not move even an inch to check and guarantee that product supplied /manufactured by it is, (a) without any defect, (b) all members of our family are adversely getting affected by consuming water from the New Machine, and (c) despite repeated appeals /requests no action is being taken to replace the New Machine with my old one.
I request, (a) stern and immediate action be taken against Harikrishan and Dasrath who sold the machine to us on false promise, merely to meet their sales target(s) without considering our health, (b) stern and immediate action be taken against the concerned person in Customer Care Cell [along with Harikrishna] who gave false promise that the Machine would be checked for defects and Water Sample Report would be provided to me to provide me comfort with respect to purity of water and TDS Levels in the Water, and (b) stern and immediate action be taken against the company for not replacing New Machine with old machine, despite my repeated appeals that our health is spoiling on account of the New Machine.
Writing in anticipation.
Thanks & Regards,
Gautam Busi
+91 96182 22439

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