NOTE: Also read this post on the continuing poor after-sales service by Eureka Forbes.
We purchased a Eureka Forbes Aquaflo water purifier from Reliance Digital in May last year. After about 8 months, the water started getting a bit smelly. Now, I have the same Aquaflo model at my parents’ home in Vadodara since 7-8 years, so I know that the carbon block needs to be changed twice or at least once a year. So I decided to call up the Eureka Forbes service center.
We got the number of the Koramangala service center (080-25522333) in Bangalore from the Eureka Forbes website. My wife called them yesterday and told them explicitly that we have purchased it from Reliance Digital. The guy said that a service person will come the next day (i.e. today) between 11 AM to 2 PM.
In the evening, the service person gave us a call and confirmed the address and time. I asked him to make it earlier so I could then go to office.
Next day, this fellow didn’t turn up at the house even by 2 PM. My wife called them up at the same number and this time it was a lady. She gave her another number and asked her to call on that (??). When she called on that number, the person said that this is not the service center and asked us to call again on the first number on which we had called earlier. Now she got frustrated. She told her that those guys only asked us to call here. Then the guy said OK and told that he’ll send a person as soon as possible.
After 1 hour or so, one person named Vijay landed up at our house. I escorted him to the kitchen where, as soon as he saw the model, he said that he can’t do the servicing for this model!!! I was totally irritated. I asked, are you from Eureka Forbes or not?
His reply was amazing! He said that yes he’s from Eureka Forbes, but that he’s not responsible for servicing the Aquaflo model. He said they have a separate wing for the Aquaflo model as it’s sold through retailers. He gave us 3 or 4 mobile numbers and asked us to call them, which luckily we did in front of him. None of them worked. Finally, he asked us to call back on the first original support number (080-25522333)!
So we called there and explained the situation to the lady. She told, why didn’t you tell earlier that you had bought the model from Reliance Digital! My wife said that she had very clearly specified that we had bought it from there. That lady kept arguing until my wife gave up and asked why the person who’s come can’t service this model. To this, she told that he’ll do it if you insist. So we told him what she said. He maintained he can’t service it because later there will be some “inter-departmental issues.” So we told the customer care lady to send the right guy and send him as soon as possible. She agreed and said she’ll call back shortly.
Now of course she didn’t call back. After a couple of hours, my wife called them again another couple of times. Finally they buckled and arranged for someone to come to our house. This person came late in the evening (around 8 PM).
This person (named Mr. A Selvam) was very decent and good and changed the carbon and cleaned the prefilter block and even cleaned the unit with a wet cloth. I felt happy with his work and gave him Rs. 50, though he was declining to accept the same saying that the service was free.
Finally, while leaving, he asked me for a “satisfaction letter.” It seems these guys have to get a letter from customers stating that they are satisfied with the servicing done. It might be due to the list of complaints that have been pouring in about the after-sales service in Bangalore. Anyway, I gladly wrote a letter and gave it to him.
After considering all the above things, I decided to go in with a 3-star rating for the product and a 1-star rating for the service.
It seems there is a difference between Aquaflo and Aquaguard. Aquaflo is a Forbes model, whereas Aquaguard and other brands are Eureka Forbes models. And this factor can cause a big problem with service and support, even though the design of the two is quite similar!
I don’t understand why the Forbes Aquaflo units are being sold when there is lack of support and service for it. Forbes doesn’t even have its own website for its Aquaflo model! And the Eureka Forbes website makes no mention at all of this product.
Anyway, we faced the service problem yet again recently, where no one was willing to come to service our product even after we indicated we were willing to buy an Annual Maintenance Contract (AMC) for it!
Finally, we got lucky when we found out that Eureka Forbes is a registered corporate entity on Mouthshut.com (see their profile here). So I contacted them through their profile, and the same day Mr. Siddhartha Singh (Brand Manager, Eureka Forbes) got in touch with me and asked for my contact details. I sent it to him, and the very next day I got a call from Eureka Forbes’ Bangalore service center. They then sent a person immediately and got my Aquaflo unit serviced. And we also signed an AMC with them.
Here is the transcript of the full conversation I had with Mr. Siddhartha Singh:
Subject: Re: Re: Re: Re: Re: Re: Re: No service for Forbes
Date: Nov 12, 2010 | 10:26 AM
Thanks for your suggestion. We have started an online registration facility on our website www.eurekaforbes.com . You can also write to us at email@example.com
Should you require any further assistance in future please do let me know.
Senior Brand Manager
Subject: Re: Re: Re: Re: Re: Re: No service for Forbes Aqua
Date: Nov 03, 2010 | 12:04 AM
One more suggestion.
It would be good if you can add an online complaint registration facility on your website, so people can register their complaints online and also check the status of the same online. This would also give the management a better way to monitor the quality of customer service.
Thanks, and best regards
Subject: Re: Re: Re: Re: Re: No service for Forbes Aquaflo
Date: Oct 15, 2010 | 05:12 PM
I am happy to see that you are satisfied with our service. Incase you require any assistance in future please feel free to write in.
Senior Brand Manager
Subject: Re: Re: Re: Re: No service for Forbes Aquaflo
Date: Oct 15, 2010 | 02:58 AM
Thanks a lot Mr. Siddhartha. The service person contacted me today and came to my house promptly and serviced the unit. Appreciate your personal intervention to help a customer.
Subject: Re: Re: Re: No service for Forbes Aquaflo
Date: Oct 13, 2010 | 02:45 PM
Dear Mr. Vijay,
Thanks for providing your contact number. We are asking our service team to contact you.
Senior Brand Manager
Subject: Re: Re: No service for Forbes Aquaflo
Date: Oct 12, 2010 | 11:04 PM
Hello Mr. Siddhartha
Thanks for the quick reply. My phone number is 9xxxxxxxxx and my residence is in Bangalore.
We had called up Eureka Forbes service center and even tried to register for the AMC in order to get good service, but the service persons always have some or the other problem with Forbes Aquaflo water purifier.
Subject: Re: No service for Forbes Aquaflo
Date: Oct 12, 2010 | 02:30 PM
Dear Mr. Vijay,
I regret the inconvenience you had to face and would like to help resolve this issue on priority basis. Kindly share your contact details so that I can look into the matter.
Senior Brand Manager
Subject: No service for Forbes Aquaflo
Date: Oct 10, 2010 | 02:27 AM
We have a Forbes Aquaflo water purifier. We have been requesting people to come and service it, as it is long overdue. But the people who come for service say that this is Forbes, not Eureka Forbes, and we cannot service it. I bought the product just 2 years back from Reliance Digital.
Why is Forbes selling the product when they cannot service it and neither can Eureka Forbes??
If I don’t get a response from you too, I am going to approach the consumer court.
Will wait for your reply for a week.