Jan 08, 2014 04:05 PM
21634 Views
(Updated Jul 18, 2014 12:49 PM)
Update in July2014
Again service was missed and I had to call customer care. Its pathetic.
the below review was in Jan/Feb 14
I start off with the issue on the web site. It has a step-wise escalation process to reach even the Ombudsman but the very step which dwells out the Request Number is flawed as it doesn't generate one; this request number is required in all further escalations.
I have an Aquaguard DUO model since 2009. Every year AMC has been renewed. This last time I went an extra step thanks to my trust and took a 2 year AMC for 8000(plus) on 03 November 2012. As per the AMC there were 4 service visits an year. The first service due in Feb 2013 happened in April 2013 when I called the customer care multiple times. Since then to 08 Jan 2014 there was no service. This time I had called all escalation numbers which I got after lot of shouting and yelling till the AP Consumer Head(or whatever).
Finally the service happened and the service technician never even wanted to take responsibility for not fulfilling the AMC saying that the company needs to be contacted. He probably needs to be counseled to speak to customers politely.
The top executives tried to get-away saying that only 1 service was missed and tried to explain to be that the sensor will not allow unclean water to pass through when asked about the risk to my family.
Final Take:
The product is great but you need to be always pushy and following up if you want timely service.
