Request No.: 0058728025 lodged on 12 July 2010
Cust no.: 1006732161

I am the owner of an Aqua Guard Royale water purifier. At the beginning of this year, when the AMC of the above mentioned water purifier was renewed, a technician (Sanjay) visited to change the filter and carbon as is the case every year. However, while finishing up, in his hurry, he forced the cabinet shut. In doing so, he managed to break off the end where the screws go in. He didn’t mention it to me that it had broken off. He quietly hung the purifier onto the wall. That’s when I noticed that the front panel was hanging loose and not closed shut as before. When I inquired with him why he didn’t shut it properly, he said that it was broken and needs to be replaced. He said that he would place the order for a new piece as soon as he returns to office. Please note that this was in Jan 2010.

Since then I have been following up with the service centre, but all they say is that the part has not come yet.

On 12 July 2010, I lodged a request (0058728025) with Eureka Forbes and mentioned all these details to them. I asked them to send the cabinet as well as the carbon which needed to be changed. Finally, after many calls, on 22nd July, a technician came over. When I inquired about the cabinet, he said that he had no clue about this and had come over for servicing. I asked him to change the carbon, if he had brought that along. He had the carbon and he changed it. However, he did not have the proper tools to open the casing which held the filter, in order to clean it. He struggled with it, trying desperately to force it open with his feet. For hygienic reasons as well as fearing that he might just break that, I requested him to leave that and finish up. When he turned on the aqua guard, the red light did not come on. I wrote down all this in his job sheet and mentioned about the light, missing screws and the cabinet that needed to be replaced.

After he left, I called up Eureka Forbes customer care, spoke with Mr. Mayur Mehtra (supervisor) with whom I was in touch with regarding this issue. He, then, directed me to speak with Mr. Som Shankar (Service Dept.). His contact no. is 932056007. I contacted him and narrated the entire matter to him. He promised me that he would look into this and call me back. After a while, I got a call from him and he promised me that the cabinet would be replaced in 2-3 days. When no one turned up after 4 days, again I called him and he asked me to wait for another 2-3 days. This went on till 9th August, when he finally mentioned that he has forwarded the request to Mr. Milind, Vashi office who would do the needful.

When I contacted Mr. Milind on 27831069/2252/2095, he assured me that they will replace the cabinet in 3 days. When I followed up on 12th Aug, the executive said that the technician will visit my place by 5:00 in the evening. Unfortunately, there was no sign of a technician. When I called again on 13th Aug (today), Mr. Milind would not take my call. The executive assured me that the technician will visit today.

At 6:00 pm, the same technician (who broke the cabinet in the first place), came over. I asked him if he had brought the cabinet as I didn’t see anything in his hands. He pretended to be ignorant of this matter and said that he was asked to come to take care of a break-down. I, politely, asked him to leave.

It has been eight months since this incident. All their people are doing is passing on the issue from one dept. to another. And to top it all, they are sending their technicians asking them to feign ignorance of this matter.

The consumer courts should not be lenient in dealing with this company luring customers with false promises and absolutely nothing to show for it.

I bought my Eureka Forbes Aqua guard a year back. I had been promised that I will get 3 free services and other facilities which i never got. Now few days back I got a phone call that a man will go to my house for the Aqua Guard service. The man came next day though he was supposed to come on the day I received a call from their office. The man asked for nearly Rs. 450/- as service charge. This incident came as a surprised to me when I reached my home in the evening. The number which the company provides also does not work. Now I am forced to tell all my known person about this thing & ask them not to buy any product from this company.

We ordered and paid for a Classic Aqua Guard filter from Mr Ravi Sahane on the 19th July 2007- I was supplied a lower cost model by him 4-5 days after the cheque was given to him. I filed a complaint with the company by email as there wa no response from the Customer Care no supplied by the company. I was assured by Miss Suprya who infd she looks after the Customer Care dept (on the 16th Aug07) that she is looking into the complaint and will resolve the issue by installing the ordered filter in one day. Mr Sahane then called me on the 20th Aug07 and infd me that he would install the machine before 11am on 21st Aug07, (He did not answer my calls and when I called from a STD booth he infd that the issue will be resolved immediately) I have gone late to office, my wife skipped her tuitions so that the filter may be installed.
Mr Sahane came this morning (21Aug07) and said that he will install by 4pm- my wife skipped the tuitions today and waited for him till 5:15pm but he did not turn up nor did he call with any information - This is harassment to me and my wife- I have decided to file a complaint against him and the company- Any advice on this will be highly appreciated as we have lost faith on Eureka Forbes and their employees.