Complaint Review: Eureka Forbes

Hi All,

Below is an email which I sent to the company.
It has all the details of the trouble which I under went to get a product serviced, but did not happen.
Please think HUNDRED times before you purchase any product from Eureka Forbes!

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Hi,

I am writing this email to inform you on the pathetic service provided to me by your company.

I initially raised a request for repair of my Desina model UV water filter.
[Date: 29/06/2016; Service request No.: 87921218]

The request was attended but instead of offering me the required service,
I was being forced to accept an annual contract for 3 years, which I did not want.
Later they informed the spares were not available and hence will be delayed.
I asked them not to service it because of delay and went for a different model.

The old water filter unit was picked from my premises on 29th Jun and
has not yet been returned to me till now, even after almost a month has passed.

Later I placed a service request for another model, i.e., Ivory model UV purifier.
The request was for attaching booster pump for the Ivory model.
[Date: 13/07/2016; Service request No.: 88156503]

The request was attended by an inexperienced engineer, who did not know how to attach the booster pump to the filter unit.
And again I was being offered Annual contract instead of attending my request.
At one point the executive was begging me to take at least 1 year maintenance contract.
I told I will consider it, else I will pay him the maintenance charge of Rs. 400 as conveyed by the tele-executive and
asked him to attach the booster pump to the filter unit. He was looking blank and told he does not know how to do it.
He told he will send another executive and vanished.

Later I have been following up with the customer care and there are no actions from the service team.
I have called more than 8 times and couple of times they created a fresh service request stating the old one does not exist.
When I have been given new service request numbers, I tried to save them and have mentioned them below for reference.

Date: 16/07/2016; Service request No.: 88204115
Date: 22/07/2016; Service request No.: 88316321
Date: 26/07/2016; Service request No.: 0088376893

Looking at the hardships which I faced and the behavior of your executives, I think:
-> it seems obvious that the Company is not interested in providing services which are low in cost,
-> always push customers to buy high value maintenance contracts,
-> push products which are high in cost (I was told by the Executive that a new UV purifier unit more that Rs. 10k,
while I can see a DX model is available in Flipkart for Rs. 5.5K)
-> take it for granted and keep customers assets in your custody
-> never bother to attend to the service request timely
-> never take appointments to visit at time when its comfortable for the customer, but visit at their convenient time.

After all this, I want to share my experience with others on the social media and keep others aware of the actual difficulties
which they may face if they buy a Eureka Forbes product. And I will forget about the service of my existing products and
dump them in the used market to wash off my hands from this mess. Of course if I receive the old unit back from Eureka Forbes!