Nov 23, 2013 02:55 PM
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Once upon a time, I used to like Eureka Forbes. After all this was the company which was discussed in magazines and B-Schools for its direct sales model. One with good corporate heritage. Which promised to revolutionize the way Indians buy and consume appliances.
And look at the pits in which it is now. A company which prided itself on service seems at the very bottom of the service pile. Only empty words like "Aapki call hamare liye mahatva purna hai" which of course is followed by ".kripya line pe banaye rehe. is samay hamari sabi karya karni vyast hai" and begins the daily wait on the line. I of course just wait and wait finally till someone finally picks up.
Every day steps followed on helpline(number 1860 2661177) include:
1) Tell my details, including phone number and number of complaint
2) Be on line while they refer the number and understand the problem from their notes
3) The technician reads out my name, my full address, my model number and model name.
4) Followed by describing the problem and that no-one is turning up
5) Standard question they ask, and followed by “did anyone call for service confirmation call”
6) I: “No madam, no one called, no one has come, nothing has happened since the last time I called you”
7) They: “Today I will escalate to my higher levels. Surely someone will come today before evening”.
8) I: “No madam, I have been hearing this everyday now for 5 months, no one will come madam, what should I do, please”
9) They “Surely someone will come today, I will escalate today to higher level”.
10) I, resigned to fate “ok, thank you madam, I will call again tomorrow”
My complaint numbers registered with Eureka Forbes are
(1) 71827235 dated 17/June/2013
(2) 73939216 dated 15/November/2013(I raised the second one earlier last week, since it was already 5 months since the last complaint, thinking maybe this new one will fare better).
My AMC with them is valid till November 2014. Had taken a 2 year AMC last year. I am based in Bangalore. I think now I am supposed to get serviced probably from “Saint Lords Service Center” or some similar name, numbers I got are 9916434524(supposed to be service team number for my location in Bangalore) and then 9342310573(I guess supposed to be service manager). Names of people I have are Mr. Deepak(completely unreliable, never turned up after selling me the AMC), and Mr. Acharya. Maybe just my luck, no one picks up when I call.
Some thoughts:
1) Never ever take AMC again, especially with Eureka Forbes
2) Look out and buy a better product. Comments and recommendations are welcome please.
