Dec 06, 2011 04:47 PM
2489 Views
I purchased a Eureka Forbes Aquasure Ivory DX from Pai International, Jayanagar, Bangalore in April 2010. The product is fairly easy to use and does not occupy a lot of space.
My first interaction with the after sales support was not too good at this point of time. The installation person was reluctant to come and perform the installation and it took a lot of persuasion on the phone to get him to come over and install the product. There was a minor plastic-like odour in the water, which went away after a few days of use. After this the product performed well, without any major issues.
In Oct 2011, the water output from this product began reducing. I felt that it could be because the water filter had not been replaced and called up Eureka Forbes to inform them of the problem and registered a complaint to have the unit serviced. It was then that I had a first hand experience of the pathetic after sales customer support organisation of Eureka Forbes.
When the complaint was registered (request number 0064199289), I was assured that it would be attended to within 24 hours. 2 weeks later, I had to call them again and remind them to work on the complaint. The (rather frightened) customer care person on the phone assured me that he had raised the priority of the request and that it would be attended to within 24 hours. Again a couple of weeks later, I had to remind them that the complaint had still not been attended to. Once again I was assured that it would be attended to on the same day.
It has now been 40 days since the complaint was raised.
Nothing has been done for it, in spite of repeated calls to customer care.
In summary, though the product is of fairly good quality, the after sales support organisation of Eureka Forbes is pathetic. Most of the reviews of Eureka Forbes products on several other websites echo the same sentiment ( a simple googling for Eureka Forbes will show more results for bad mouthing of the company than the actual company products page itself)
I am now considering discarding my Aquasure purifier and going for a different brand (which offers a more decent customer service)
