Oct 01, 2014 11:42 AM
10989 Views
The online complaint system, complaint number tracking system, escalation of complaints system, actual service has gone down drastically and is something which one did not expect from Shapoorji Pallonji group or Mr. Suresh Goklaney their MD.
I have two Eureka Forbes water filters that I own, one in my office and one in my house. they till date after 100 calls have not managed to get basic data on this correct, linked to my registered cell no. 9811117527 and to my name Shantanu Saha. In spite of dictating it to all customer care executives / seniors at Eureka Forbes, till date the info is incorrect.
Even for AMC from Eureka Forbes I had to make numerous calls to the helpline in the last 3 months. Even then the data for my office AMC was not updated in the system and was done after many followups.
The home machine which is an Enhance RO+ UV, I bought a two year AMC in August. However with 10 days of the AMC, the machine started leaking. they came and repaired it. now the water is leaving a white deposit on all utensils and even the water in a bottle shows white crystals although its an RO and this never happened in the first 1 year.
I lodged a complaint on 26 Sep 14(Complaint No. 0078363513) and I was told someone will come on 27th evening Sat or 28th morning Sun to rectify it. no one turned up. This after going thru the process of correcting all details like name of owner and machine name in each call, which till date has not been corrected in their systems.
I tried to escalate the complaint online on Tuesday as no one had turned up, but Eureka Forbes complaint system says incorrect complaint no. I then called on the helpline and they assured someone will definitely come on 30-Sep evening. Today is 1st Oct and no one has turned up. I wrote to them on Twitter and there was no response there too.
Guys at Eureka Forbes, please pull up your socks and get your act together. In this competitive market I doubt if I will buy another Eureka Forbes product if after paying Rs. 8000+ AMC, no one bothers to attend to customer complaints.
shantanu@therecruiters.net
