Complaint Details

Status	:	Resolved
Complaint No	:	0000477/2011
Category	:	Non-Compliance
Date	:	06-04-2011
Subject Line	:	UNSAFE WATER coming from Aquaguard Water Purifier and no one is attending to the service even after several reminder calls
Complainant	:	Sourabh Agarwal
Address	:	3A, Lake Land Apt, Bellandur
Complainee	:	EUREKA FORBES
Address	:

Complaint Details
Hello,

I have Aquaguard RO total installed in my house and is covered under AMC. My customer code is 1003673463.

Aquaguard technician visted me for regular service on 24-March-2011 and I asked him to first check the TDS level of water coming out of Aquaguard. During this check, TDS level was found to be 25 which is much lower than the recommended level. As per Aquaguard customer care, minimum TDS level should be atleast 150. Only then I realized that why the taste of water was not as good as it use to be earlier. Due to so LOW TDS level, all minerals were filtered and my family is drinking the water which is VERY UNSAFE. Technician suggested me to get membrane replace to resolve this problem and asked me to first log a request in customer care for taking care of this problem.

I have logged Request# 61629939 on 24-March-2011 and till this date no technician has contacted me and/or attended to this problem instead of even calling several times to the customer care. Below is the details of the calls made to customer care.

2-April-2011 -> Call was attended by customer care officer DEEPA. She assured me that problem will be resolved within 24 hrs and that she has already escalated the case. But NO LUCK.
3-April-2011 -> Call was attended by customer care officer NANDA. When I mentioned about the assurance given by Deepa and that no one has attended to this problem, he again assured that problem will be taken care shortly and someone will reach out to me. NO LUCK AGAIN.
6-April-2011 -> Call was again attended by customer care officer DEEPA. She mentioned that case was already escalated and put my call on HOLD as she want to check with the services department on the status. In the meantime call go disconnected and when I call back again, call was attended by customer care officer VINOD. When I asked him that I want to speak to DEEPA, he mentioned to me that DEEPA went for a break. PATHETIC SERVICE.

I’m not really sure on what to do and whom to reach to get the service done. This is truly unprofessional service on and I can’t imagine the type of service Aquaguard is providing even if it gets escalated. No one is bothered to resolve the problem, instead everyone is just giving false promises without any PROPER FOLLOW-UP and NO ACCOUNTABILITY.

Can someone please look into this issue urgently and resolve this problem or let me know who is the right person who assume some responsibility and accountability to take care of this issue.

Regards
Sourabh
9986399154

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