Poor after sales service . Review on Eureka Forbes ACE Vacuum Cleaner

We purchased EF dry vacuum cleaner 2 months ago. Till date we have made numerous follow ups and everytime we get a false promise that the invoice will be couriered to us. But nothing has happened.

The very reason for going with EF is that we already had a very old vacuum cleaner from EF in our native place (purchased some 15 years ago - red & biege coloured one). The only part that got replaced was the hose pipe. The hose pipe material broke into tiny pieces, this happened after 12 years which is fine. Impressed with the durability we went in for Eureka Forbes.

I see a lot of difference in the customer service. Earlier the customer service was excellent and even the product quality was top notch. Now after 15 years the customer service & the product quality has dropped to such bad levels. The problem is that there is no clear escalation mechanism. After purchasing a product there is no calls from EF to see if the purchasing experience was good. No attempt has been made to see if the customer is happy. EF doesnt have a show room of its own. If it had a showroom the invoice would have been handed over the same day of making purchase. Since the sales is made through Sales rep, it becomes difficult for the customer to get his queries resolved post sales.

Now here comes the product quality part, I see that we can adjust the speeds now depending on the requirements which is good. But at the same time power consumption and noise levels have climbed up to a great extent. Also within couple of usage the handle of the hose pipe has come off. When we contacted the sales person, he said we just have to screw it and no glueing is necessary. Even after screwing it, the hose pipe doesnt seem to be holding good. Also the bristles in curtain cleaning attachment were slightly bent. We noticed this recently when wanted to clean our curtains. This shows the the quality control performance has degraded. Before buying they say it comes with a life time warranty, I understand that it doesnt apply to rubber and certain plastic parts. But we have to see that in the last 2 months we had used it only 3 times and after using it for 3 times we have these complaints. I am not sure how long this new vacuum cleaner is going to last. Definitely the old one is going to outlive the new one.

Also body quality seems to be bad when I compare the new one with the old one. Only prices have gone up but the quality has gone down definitely. I dont have experience is using other brand vacuum cleaners, so given a chance I would defintely prefer to buy some other brand in future. Its worrying to see that after being a customer for 15 years, EF brand quality has come down. I hope they look into it this seriously. What's use in delivering a good product with very bad after sales customer service?