- Replacement of defected water purifier ^Closed

Chet Ram filed this complaint against Eureka Forbes on May 01, 2019

This is brought to you kind notice that I have ordered Eureka Forbes Aquasure from Aquaguard Splash RO+UV+MTDS *-Litre Water Purifier on dated **th Feb **** from Amazon and delivered on *nd March ****. The water purifier has been installed on **th March **** by Mr Ugarsen (**** *** ****). I have asked Mr Ugarsen show me Eureka Forbes App in your mobile but he mentioned my mobile internet not working now. Further, I asked him to provide the Pre-Filter Bill. He refused to give the bill of pre-filter. I have contacted several times to Eureka Forbes customer care for providing the bill for pre-filter but still, I didn't get. I always assured by the customer care team, I will get it within ** hrs.
I want to bring to your notice that I have received a message on the registered mobile number. Mr Shakti Sharma (***** *****) will visit for the installation of water purifier but he has sent Mr Ugarsen. I don't know why? or is the way of working culture of Eureka Forbes? Anybody can go in place of anyone without prior information to the customer. I have called Mr Shakti Sharma and mentioned Mr Ugarsen has come for installation. He said I have only sent in my place. Further, on **th April ****, I have seen leakage of water from pre-filter and nearby the tap of water purifier. I have called to Eureka Forbes customer care for the same and I had mentioned all issues. They have arranged the service engineer (Mr Anada Ram - **** *** ****) on dated **th April ****. He has opened the water purifier. He has mentioned that pre-filter installation is not proper that done by Mr Ugarsen. Mr Andaram also mentioned that there is a crack in the body. After fitting all the parts of water purifier, he has mounted on the wall. But the leakage issue was not sorted by him. He has asked to fill visit report, I filled with remarks "complaint not solved". Mr Anada Ram also discussed with Mr Om Panwar (***********) and Mr Vijay Devnani (*** *** ****). I have mentioned to Mr Vijay Devnani that I don't want this defected product than Mr Vijay assured the issue will be addressed by Monday. He has mentioned that I have to discuss with Mr Rajesh. I don't why I have to contact so many peoples. Is I did crime as purchased EUREKA FORBES product online from Amazon? Product return policy on Amazon was active till **th March ****.
As I have asked on email Id’s Deepa.Customercare@eurekaforbes.co.in and Deepa.Customercare@eurekaforbes.com about the product of EUREKA FORBES. Who will be responsible for the product and replacement of defected piece Eureka Forbes or Amazon? Till yet no response from Eureka Forbes Team. Whenever I am writing on the above email ID’s. I am getting such kind of responses
Deepa Customer care
Dear
Thank You for contacting Eureka Forbes Customer Support. We regret the inconvenience caused to you.
We would like to inform you that we have already forwarded the request to the concerned department and the same would be addressed at the earliest.
For any further assistance please reach us at ****-***-****, write to deepa.customercare@eurekaforbes.co.in or visit www.eurekaforbes.com
Have a great day ahead.
Warm Regards,
Deepa 
Customer Care
Every time Eureka Forbes team changing the complaint number and sends new complaint number without resolving the issue on my registered email id. After that, I am getting feedback link after changing the complaint number by Eureka Forbes team. Even I have given twice worst feedback but they never called back to the customer. Whenever I am calling to EUREKA Forbes customer care (***********) they assured that within ** hours’ issue will be resolved but nothing happens till yet.
Further, I have received a call from Ms Sapna (+** *** *** ****) on dated **th April **** (**:** am). She has discussed the issue but she was not able to sort out the issue. I have asked her, please send an email regarding the solution of the existing issue of water purifier. She has assured that she will send the solution for resolving the issue but till yet no response.  
Mr Vijay (+** *** ** ** ***) called me on **th April **** (*:** pm) and he has visited with a service engineer. I have explained the issue and he has also seen the defected piece (water purifier of Eureka Forbes). He has suggested that he is ready to change the body of water purifier. He has also filled "service request activity report" and I have signed with remark "body broken, I need the replacement of water purifier. I don't want the spare part". I have followed him till **st May ****. But he is unable to resolve the issue, due to the higher authority is not giving any straight forward instructions to him.
 
Mr Vijay has also called Mr Amit Soni (** ***** *****) on dated **th April ****, but Mr Amit Soni (Eureka Forbes In charge - Rajasthan) is also not clear about the solution. I asked him, please send the conditions of Eureka Forbes but he said to fill the "service request activity report" on that basis, he will send an email regarding the conditions of Eureka Forbes but till yet I didn't receive any email or response from him till yet. I have also discussed over the phone with Mr Amit Soni and also forwarded all the emails that sent to Deepa.Customercare@eurekaforbes.co.in and Deepa.Customercare@eurekaforbes.com but he is not saying anything clear.
 
I am fed up with unprofessional, pathetic, horrible, irresponsible Eureka Forbes team. I am only discussing the issue from last * week with Eureka Forbes team. No-one is ready to give a solution or anything in writing only they want to discuss. Simultaneously, thrice I have contacted Amazon customer care but I didn't get any positive response.
Amazon Responses,
Response *:

**/**/**** your chat transcript from Amazon
**:** am ist Ayesha: in this case, you can contact the manufacturer via call or email and get the item replaced. these are the details to contact the manufacturer:
**:** am ist Ayesha: call:**** *** ****
email: deepa.customercare@eurekaforbes.com

Response *:
your e-mail to easy home deals
amazon.in <auto-communication@amazon.in>
Fri, Apr **, **:** am (* days ago)
to me
Here is a copy of the e-mail that you sent to easy home deals. no further action is required on your part. seller will communicate to you if there are any questions or comments. 

Response *:
Wed, May **,**:** pm Ist Parth: please take the snapshot of the mail that you have sent to the manufacturer and send that snapshot at 

cs-reply@amazon.in 
Even I have mentioned in emails to Eureka Forbes, I will approach the consumer court for same but neither Eureka Forbes nor Amazon bother for same. I am mentally harassed to do all the above processes.
I am waiting for your positive response.

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