Dear sir/mam,

It pains me to write this as I had great hopes in the company Eureka Forbes for good after sales services.

I bought the unit Aqua Sure aquaguard UV+ RO+UF+ MTDS water purifier through

Amazon india seller Cloudtail India. Order No: 407-8689875-6448369

Installation was done as per request on 19th January 2021

After a few days, It was seen that the water was hardly filled in the water filter but the outlet water was filling up the reserve tank where I used to collect the waste water. The unit also made weird clacking sound if I put on the tap water at any point in the house when the filter is on. And there was a sort of light greenish discharge seen below the water filter tap  . ( there is no exposure to sunlight at this point) So I raised a new complaint at Eureka Forbes service number.

1st complaint : 8th February complaint No 2019808998 service complaint attended and closed . At that time, I was told by the service technician that I can directly complain to him if any problem arises within one month after the service call being attended. Likewise, when I observed that the problem still persisted, I called him and requested him to check the water inlet speed as it was going slow again.so he visited on 22.02.2021 and fixed the issue.

Again still the issue persisted so I contacted the toll free number and raised a new complaint

2nd Complaint: 15th March 2021 servicing complaint: 2020248348 which is still not attended.

Also, I was informed that I can ask for a replacement of the item if I raise a new replacement complaint, so new replacement complaint was raised

Replacement complaint : 0112873043 – status closed … for this replacement complaint raised on 15.03.2021, since the service technician said that they do not provide a replacement,  I called up the toll free number and raised the issue many times with several executives who said that Eureka Forbes does not refuse to replace, and that the service call will be attended immediately on priority basis, that they will escalate the matter, but no one came for the same. Instead, I receive a call from the local service centre and the person said that they do not provide replacement and that it was an item bought online which they do not deal with .

Since I was assured several times but no one attended to the matter, I called the toll free number many times and talked with several executives even asking for supervisor to attend to my call, but my issue was not resolved, no one from Eureka Forbes contacted me, nor did any supervisor attempt to contact me. Atlast in one call, after I contacted the nodal number provided in their website,I found out that my previous replacement complaint was closed and no reason was provided and instead on that day, a new replacement request was again created.

2nd Replacement complaint : placed on 27 March 2021-  0113004580 still in open status….  I updated on that call also several times but my issue is still not resolved.

In the end on 20.04.2021 , I called early in the morning at the toll free number and they told me that they have escalated the complaint and that it will be attended on that same day itself,  and that my complaint was not being attended due to the pandemic situation … but I would like to bring to your notice that the pandemic situation was not there at the time of raising the replacement request and I do not understand why my request was still not attended.

I waited the whole day and since no one contacted and it was already late, I called the toll free number again and requested once again to attend to my request. Also asked to escalate both the open complaints so that any one of the complaint may be attended.

Since u kept getting the same answer, being assured that I will definitely get a replacement and time was passing by just like that, without any resolution and since the water purifier unit was just occupying my mind and space at home in a useless , non working condition, I decided to contact Amazon india. (Seller Cloudtail India which I tried contacting directly many times but it seems any issue with this particular seller is routed to Amazon customer care)

Called Amazon customer care and I was told that seller will provide replacement or a proper resolution only if Eureka Forbes (Manufacturer) gives a “Service Denial Letter”.

Now when I called up the local service technician, he informed that he is not aware of a service denial letter being issued at their end.

I do not know what to do. I am now very aggrieved and I feel harassed and also cheated of my time, money and energy.  Being assured time and again without anyone ever doing anything. I need to have a resolution very soon. Kindly help .e in resolving this issue.  For a defective item, I am definitely eligible for a Manufacturer warranty.

Waiting earnestly from both Amazon and Eureka Forbes to resolve the issue before I need to go and see for any other way out of this problem.

I am sending g a copy if this email to Amazon india as well and I wish both ends would coordinate with each other.

Regards

Alemla Lima Longchar

Please do note that my issue was on or before 15th March 2021 before the Pre Covid wave. So it is not feasible at this moment for the aggrieved party to understand the situation due to the Pandemic as my complaint has been open for a long time .

A Lima Longchar

This is the exact detail that I wrote to Deepa.customercare@eurekaforbes.co.in and to Cs-reply@amazon.in  on 20 April 2021. But till date, my issue has not been resolved.  I waited for a long time but the Eureka Forbes Service centre only did some repair work on my unit and left. On 21.07.2021, they came for a mandatory service check up and I complained to the technician that the water tastes murky and we have been feeling sickly. So we are just drinking water from the purifier after boiling separately. He confirmed that the TDS level of water was Round 80 and then again later, it became 115 and kept increasing during the time he tried to fix. He also told me that my RO candle has been damaged and we were only drinking UV water. I told him my previous issue and he informed me that they do not do replacement of any online purchased items.  My product is still under warranty.  Amazon agreed to replaced . I only have to get a service denial letter from Eureka Forbes stating that the service centre will not replace the item since it is online purchased item and that I should contact Amazon. But so far no one is willing to write it. I even contacted the Silphukri office at the number of a Shri Abhijit Dutt phone number 8876250874 but so far, they have not responded positively.  This matter has been stretching a long while and every one from Eureka Forbes in the locality tells me that Eureka Forbes will not replace online Purchased items . Please help. I just need the service denial letter or a replacement/ refund

Now, my family is only drinking water from the machine after boiling on the gas stove. Please help

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