Apr 25, 2013 03:33 PM
7472 Views
I gave a three year maintenance and service contract in September 2011 to A.R.K. Enterprises, Mulund (W). On 21st of September the technician serviced my machine and changed the carbon and the candle. After that we contacted the company in October 2012 as there had been no calls or visits from the company. The standard answer received each time was 'yes we will send a technician in a few days.'
Finally after registering official complains in the Eureka Forbes call center and via emails as well as posting on various consumer complain websites, a technician came on 23rd April 2013 and changed the 2 yr old carbon and candle and serviced our machine. When I asked the company to compensate me for the lost time by extending my contract for 2 yrs they refused to do so instead offering me 4 services and one carbon and candle.
The contract clearly states that the carbon and candle will be changed once a year and there will be two service visits from the company per year. In addition to this, the customer can call the company for additional service visits if the machine malfunctions or as and when required, the cost for which is covered in the contract. In addition, the contract also covers the changing of spare parts in case of damage or if they need to be changed.
The area manager for the service department of Eureka Forbes, Mr. Rohit tells me he cannot do anything whereas the owner of the franchise Mr. Ramesh is only ready to give 4 services and one carbon and candle but not willing to extend my contract. The technician as well as Mr. Ramesh agreed that the machine could have stopped working or water could have been contaminated as the machine wasn't serviced for such a long period.
If Eureka Forbes has given the franchise to this company it is their responsibility to ensure that the consumers complains are address. I have been cheated by the company and my family's health has been put to risk. If this is the accountability of the company towards the product after sale, I wouldn't want to recommend them because even though their product is very good, their service and responsibility towards their customers is sadly non-existent.
