- Aquaguard not working effectively for 6 MONTHS now ^Open

Ruchika Poddar filed this complaint against Eureka Forbes Aquaguard on Dec 30, 2020

I had purchased Eureka Forbes' water purifier from Amazon about * months ago. Since then I have been facing issues with the purifier. While it shows that water is purifying, water does not enter the tank.

Ever since I purchased the purifier, I have been facing the same problem. A technician Naveen from Aquaguard had come for the initial installation and demo. He shared his contact number and asked me to give him a call in case I face any problem with the filter. Over these past * months, I had called him about *-* times. The last time I gave him a call, Dec ** (Friday), he checked the filter and told me that we need to install a pre-filter. He went and purchased the filter for which he charged us Rs *** with a local bill. When we said that it's a local product, he said it is for Aquagaurd. He later asked us Rs *** as the service charge. When we said that it is covered under free service, he told us that he isn't a part of Eureka Forbes anymore! So basically he took Rs **** from us for a substandard product. But he assured us that the filter would work fine.

The filter stopped working in a day. I called Eureka Forbes' customer support the next day, informing about the previous day's incident and raising a request for fresh servicing. One of the technicians (Vijay) came in on Saturday evening to take a look at the filter. He fixed it and showed us that water was filling the tank. But just when he was packing, the filter stopped working again. He tried fixing it for an hour before the power went off. While leaving, he assured us that it was fixed. As the power came, we noticed that the filter still didn't work. I gave him a call, he said that it's past his work hour, he would come on Sunday morning and fix it. When I tried calling him on Sunday, he didn't answer my calls.

I complained to Eureka Forbes again yesterday. They said they have escalated the complaint and assigned a senior technician. But the same technician, Vijay, came last evening. He tried to fix it again and ultimately said that some internal part is not working. He assured us that he'll report to his centre and call me back in ** minutes. He never called back. I tried calling him last evening and this morning again. He didn't answer.

This morning I called the customer support yet again. They said they have escalated the matter further and someone will contact me within * hours. I didn't get any call from anyone.

Here are some complaint/ticket numbers I have received from their different customer support agents:
- Complaint ID for replacement request: **********
- Complaint ID for today: **********

Although I have reiterated my frustration over the past few calls, I would want to repeat them again for you to understand the severity of the situation:
*. I have been facing this issue on and off since the first month of the installation. At times it gets fixed by itself. Hence, I called Naveen only *-* times over the past few months. But it never got fixed.
*. We were using the filter for * members only. * weeks ago my parents came over. Since the consumption of water increased, we realised the problem also increased. It's been * week now that I don't have access to drinking water despite installing a Eureka Forbes purifier which is barely * months old as of now! It's a shame!
*. Since I live in the interiors and do not have a vehicle with me, it's very problematic for me to book a cab/auto to go and get a water can at my place. I didn't sign up for this when I purchased a filter from them.
*. Had I faced the problem once or twice in * months, it was understandable. I have seen Kent and other water purifiers working perfectly smooth for years on end just with timely servicing. It's only been * months for this one. It's either a defective product they have delivered me, or they make low quality products that can't sustain for even * months!
*. I'm a working professional. If I had the time to make these endless calls and stay home for service technicians to come over, I would have purchased a cheap product. "Aquaguard" was synonymous with water purifiers for a long time. I thought there is some value and trust associated with their name! Hence took the decision of buying one. But right now I'm so frustrated with their pathetic service, that I'm not sure what I should do next. Everyday I have been following up with them, waiting to get connected to one of their representatives during my working hours - only to hear their sincere and empathetic words of "escalation" but absolutely no action!

I'm fed up with this. I demand a replacement of my purifier or a refund of my money. I have been polite and patient with them for * months now. I won't do it anymore.

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This is the email I had written to them a week ago. Since then my issue has been escalated multiple times by senior members of their support team marking them 'high priority' with endless promises of 'someone from the concerned team will call you back in ** hours' or 'someone will call you by * PM tonight' but I haven't received any call or resolution from their end - not one. My replacement request ticket has been open since Dec ** marked as 'high priority', but nobody has bothered to get back to me.

While I have already lost my trust and loyalty to their company, I am still looking for a peaceful settlement. I would rather have them refund my money so I don't have to deal with Eureka Forbes' sloppy service or support team in the future!

We have been getting Bisleri can worth Rs ** almost every two days. I end up paying Rs ** as the auto charges for getting the can home every time. I have already spent over Rs **** in the past two weeks!

I demand a resolution of my issue as I'm not going to let this go.

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