Jun 16, 2019 06:16 PM
340 Views
Have been using this product(Aquaguard Reviva) for last 8 years. Yesterday, the technician Gangaraj came up for service. He asked if he can renew the yearly contract and replace the water candle, which I agreed.
Since today morning, the waste water is not being drained and the water is leaking from the tap. Called up the customer care at 9.35 am and complained. They assured me on the phone that the person will come between 2 and 3 p.m. today(Service Request 2012751832). Very smartly, in the SMS, they mentioned that it will be resolved in 2 working days. Meanwhile, dirty water started accumulating in the tank.
At 2.12 p.m., I called to ask why the technician didn't come. They said that the technician will come by 3 p.m.
At 4.06 p.m., I again called up 18602661177, and asked why the technician wouldn't come. Was assured that the technician would come TODAY.
At 5.24 p.m., called up and asked to speak to the escalation team. When I insisted on speaking to the manager, was told that the call was not connecting.
Later, got a call from one of the persons(Selwyn). Explained the issue for the fourth time. He brought me in conference with the local Service head(he only gave his last name as Iyer). Iyer finally said that, being a Sunday, no one is available. When I questioned why this wasn't mentioned earlier, he said he will TRY and get a technician today.
At 5.57 pm, got a call from Chandrakant, one of the technicians. He said nobody can come today because it is a Sunday, and nevertheless, he will try.
A few questions:
Is it my fault if Gangaraju, in his eagerness to get the contract renewed, makes a mess of the entire water purifier set up?
Don't the call center agents know that, being a Sunday, technicians won't be available? When they put my call on hold, and later tell me the technician will be available by 2-3 pm, didn't they cross-check with the service team?
Please reconsider before buying Eureka Forbes products. Water is something difficult to live with.
