- Dr enrich Aqua guard not working ^Open

Mahesh. M filed this complaint against EUREKA FORBES LIMITED on Jan 17, 2024

Iam using the Aqua Guard machine of your esteemed company from **** onwards. In the year **** I have purchased Dr Aqua guard Nrich HD RO+UV+MTDS machine as per the advice from your company sales representative from the Vellore costed Rs.*****/- . I am happy with the service of Eureka forbes for the said machine for the first two years. As per advice from technician every year we will be changing the consumable filter Kits, purchasing one external filter as per advice from technician costing Rs.***/- every year since it was advised that by keeping the external filter the life of the machine will last more.Iam very keen on health of mine and family. In the year **** I will move to Chennai and stay in Anna nagar which is a prominent place .

I have changed the consumable filter kit costing Rs.****/- on **.**.**** which was last changed in august-**** since the machine stopped working and water stopped coming . I got the message on extended AMC till **.**.****. Even though it is very costly for the good health of family members i used to do the same on regular basis from your service team.. The bill copy received towards payment for changing filters and service attached for reference. It was told and confirmed from eureka forbes that the Filter kit will give **** ltr water and after that need to replace it. Since iam regular user of the machine from **** onwards, one Filter kit will last me for one year and I feel it is Ok for me even though it is costly.
But regret to say that in the month oct **** , the machine again stopped working and a complaint was registered. Based on the same On **.**.**** technician from eureka forbes Mr. Vel murugan visited the house and informed that the Filter Kit needed to be replaced costing Rs ****/- .We asked we have not used **** ltr water and every time it will last one year and how come the same need replacement which was changed in April **.Only * months not working means either fault in machine / Filter kit fixed last is not having quality/repairing done by untrained technicians etc since iam fedup with service team. The technician told that there is issue in water may be resulted change of filter earlier. If you change the same it will work for another one year.

Based on the same we have paid Rs.****/- online for replacing the Filter kit. Surprised that no invoice was received from eureka Forbes and not being updated the same in records till time which was recorded in the service card available with me. Copy attcahed)

Now in Jan-**** from **.**.** onwards the machine shows a red alert and stopped giving water. we have registered complaint No CM-******-******** ON **.**.** .based on the complaint today(**.**.**) technician visited and informed to change the consumable Filter kit costing Rs ****/- . we informed him about the last incident also asked to check with office that how come the filter kit will get stopped working without giving the recomended purified water in * months time , The technitioan informed he will register complaint at office for resolution.

Please note that the machine is having regular complaints .refer complaint No registered recent times for servicing machine having frequent issues.
CM-******-******** DT **.**.**
CM-******-******** DT **.**.**
CM-******-******** DT **.**.**-------filter Kit change
CM-******-******** DT **.**.**
CM-******-******** DT **.**.**
CM-******-******** DT **.**.**-Informed to change Filter Kit

We come to know that the Filter kit has three sensors, which was found damaged and resulted stoppage of water and a machine showing a red alert for changing the filter Kit again. Please note that this happened due to sending of untrained technicians for servicing the machine against complaint. For the last six months I have already registered one complaint per month on the machine not working/leakage of water etc and every time one technician will come to home and open the machine. cleaning and reassembling the machine /kit will go back and again the issue continues without resolution.

Now I asked clarification on the below points which the local office have no comments to say.

*. How come the filter kit stopped working after * months of replacement.
*. How the filter replacement was not being updated in eureka forbes end done in **.**.** against our complaint

This is to bring to your kind attention that the chips fixed on filters were damaged due to faulty service by untrained technicians from eureka forbes which has happened two time now with me. By doing this kind of thing we will be losing confidence in the brand. Since the issue was due to faulty service from eureka forbes side i need resolution on the subject matter and need replacement of filter kit on free of cost and refund the amount of Rs. ****/- paid for replacing the filter kit which was damaged due to improper service done by company technician who's is not having knowledge for servicing the machine. Since it is not possible for getting the machine not working due to filter issue even after changing the same * times recently by April-** & again in Oct-** , again asking customer to change in Jan-** which is due to faulty service/ non quality product supply from the company. Iam also confirming that in both the cases i have not used the filter water more that **** lts till date from April-** onwards.

Due to this issues happed with me regular basis i am forced to escalate the same now with company top management .I am very much happy with the products and services from company side except the above issues.
Request a positive reply from your end to resolve the issue.

Thanks

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