| Name of Complainant | |
| Date of Complaint | December 26, 2021 |
| Name(s) of companies complained against | Eureka Forbes |
| Category of complaint | Electronic Appliances |
| Permanent link of complaint | Right click to copy link |
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I purchased Aquaguard Reviva RO NXT (dated on 16.6.2020; document attached) with extended product warranty (valid upto 16.12.2021; document attached) from authorized business partner PANI ENTERPRISE which turned out to be fake and should be blacklisted. Even getting through this, I trusted renowned Eureka Forbes and took an additional 2 years AMC directly from Eureka Forbes (valid upto 15.06.2023).
I raised a service request (#2023564169 dated 26.11.2021; document attached) which was attended by a field engineer and reported PCB fault and updated backline team to arrange part for the replacement. I didn’t hear from the engineer hence escalated my concerns to service center supervisor Mr. Pawan Kumar (dated 30.11.2021; document attached). It was communicated that due to month end closure, the part would not be shipped to manage the service ledge whatever.. So, I candidly accepted and was waiting for it to get resolved in the coming days. In early December, when I again called for follow-ups, it was not responded and again assured by supervisor Mr. Pawan that part is ready at the warehouse and will be supplied to address service requests the next day. From that day onwards, Mr. Pawan did not respond neither calls nor text (06.12.2021; document attached). I only left with my correspondence through Eureka Forbes Mobile App where I did 6-7 online escalations and further made calls in customer care and connected with the escalation team and got trapped with false commitments every day. Even tried to raise voice to the escalation team through emails (dated 07.12.2021; document attached) at deepa.customercare @eurekaforbes.co.in but it didn’t make a bit of difference. Interestingly, something done at your backend in mobile app which removed option to escalate (document attached), also service request closed without resolution with future closure date 14.12.2021.
Looking forward your prompt response in this regard.
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