I am a resident of Malad West, Mumbai. I have had a series of HORRID incidents and a VERY ANNOYING experience with the agent / technician & the dealer or local service provider sent by Eureka Forbes for our Aquaguard water purifier. Give below are the details of the incident in the chronological order.
1) I had called Eureka Forbes on 5th July 2013 re. my water purifier which had a massive leakage on being switched on. They said that since the next day was a Saturday and we would have to wait until Monday, they will do their best to send their technician on Saturday. As promised, the technician showed up on Saturday 6th July 2013
2) The moment the technician named VINAY GUPTA examined the machine, his exact words were ‘This machine is in very good condition’.
3) He said that the GAS TUBE was not working and he had not carried a GAS TUBE with him and had to revisit after 1 week. He said the replacement of the GAS TUBE will cost apprx. Rs. 400-500 and plus his service charges for which we will be given a bill from Eureka Forbes. He further looked into it and asked us if we have an AMC (Annual Maintenance Contract). The moment we said ‘No, we don’t, as the machine was a gift’, his whole attitude changed.
4) He started insisting that we get an AMC ASAP or we will have huge repair charges as many parts of the machine were not working. And the only words that he spoke after that was AMC,AMC,AMC… He just stood there and kept was determined that we get an AMC for apprx. Rs. 1,850/- a year.
5) My mother who was in the kitchen the whole time while he checked the machine ensured that she closely inspected his functions and that all parts were replaced properly was confounded with his behaviour. This was when I, who overheard the entire conversation intervened and refused to make any AMC at such short notice and asked him to come back within a week for the GAS TUBE replacement.
6) No sooner had I said that, the technician hastily picked and dashed out of my house with his bag without saying a word leaving the whole machine on the kitchen platform, which me and my mother had to assemble back on the wall
7) On 9th July, we received a call from Eureka Forbes again saying that their technician will be visiting us on 10th July for the repair. The technician called us at 3.30pm saying that he will be at our residence in an hour to resolve our issue. By 4.45pm, seeing no call from him, I called him but to no avail. Needless to say, he did not turn up on the 9th.
8) On 10th July, at 12.30pm, the same technician randomly turns up at our residence. There was no notification of this from the company, the dealer or the technician himself.
9) He directly walked into our kitchen and started to dismantle the machine. My mum and I walked in a few minutes (maybe 2-3minutes). The moment I walked in I saw that there was a tube that was broken and kept aside. When I asked him what tube that was and when it broke. He said it was the filter tube and was already broken from the first time he had seen the machine. My question to him why didn’t he tell us it was broken earlier or even now. My mother told him that she was standing there the last time when he had dismantled the machine and it wasn’t broken.
10) To this, I asked him for his name and Id Card. He said he didn’t carry his ID card and his name was Vinay Gupta. He also had no qualms in saying ‘Do what you want’
11) He immediately dialled the number of his dealer/manager/another crook. His mobile number is [protected] and with no guilt whatsoever said told the manager that there were 2 pipes broken. Me and mother immediately asked him to handover the phone to us. The moment I took the phone, the technician started packing his bag to leave AGAIN. I started talking to manager hoping that he would have some sense of reasoning and I told him about the whole incident to which he replied with a immoral laugh saying ‘Why don’t you make an AMC for 2 years costing apprx. Rs. 2,300/-. Let me have my commission and I will have everything taken care of.’
12) I can’t begin to express how much this infuriated me! I said to him ‘Out of everything I said to you, this is all you got?’ and to this he said ‘Pls handover the phone to the technician’.
13) By now, the technician was ready to leave, he immediately hung up and rammed out of our house. I followed him outside and asked him what is the next step. He said, ‘Call the manager and talk to him.’ He gave me the managers number and vanished.
14) Our grievance doesn’t end here, my mother and me went and assembled the purifier again. It was left in a worse condition than the last time.
15) He had torn the Cover of our water purifier was removing it… An additional cost
16) And the last straw was when my mother was cleaning the wash basin in the kitchen, there were broken glass pieces thrown there and she cut her finger while do so uninformed.
This is the entire incident till date. Please do not let such people get away with this. I’m sure you will empathize with us on this and ensure that Eureka Forbes; more importantly their most unprofessional employees are taken to task and compensate for their callous, ignorant, commission-greedy and disreputable attitude.
Your help on this is much appreciated!! Thanking you in advance!
Eureka — pathetic customer service
the serviceman has removed 2 purifying equipments and is not turning up to repair it.we complaint many times to the service centre but no response.
this is pure harrasement.
we are drinking impure water for the past 15 days.