Jan 28, 2013 02:03 PM
10185 Views
I have a Pureit unit for the last two years. The initial 18 months were perfect - I only needed to order and get the germkill kits changed and enjoyed pure and nutritious water (with the essential salts).
However, I started facing problems with the unit in December 2012 and it exposed the practically non-existent service infrastructure of Pureit at lease in my area (Powai - Mumbai). I logged a request for Germkill kit, which was fulfilled as usual within 2 days. Then the unit stopped working. I had to log more than 5 complaints over a period of 15 days to get the unit serviced. It started working for a day and again I faced a problem. I have already lodged 4 complaints over the last 10 days and it has still not been attended. So, be happy till your unit works fine but once it develops a problem, and all machines do at some time or the other, just give up hope that it will be repaired and go and buy another water purifier.
I also want to share the reasons for this problem and the game splayed by the service centre. The basic issue is that while the product is sold by Unilever, which is a big and trusted name globally, it is NOT serviced by them, Service is outsourced to small time mom and pop shops based on who quotes the lowest rate for service. These "service centres" then choose which requests to attend to and which not. Replacement of Germkill kit gets them a fat commission so that happens quickly.
However, a service visit gets them only Rs 75 so they avoid it. How, you may ask. It's simple - they choose one out of two ways. They will either report to the call centre that the complaint has been attended without attending the same or they tell them that the address could not be located. Both have happened to me multiple times during the last two months that I have been battling with Pureit Helpline. I am attaching some photos of my SMS trail as proof.
That bring us to the Helpline. It is merely a call centre which cannot really help you. I have been assured multiple times that my issue will be resolved "before the end of the day" but it never happens. My emails to Pureit have also remained unanswered.
It is really sad to see one of India's greatest companies delivering such shoddy service. All I can say is please buy Pureit products at your own risk.
