May 23, 2009 04:18 PM
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*Horrendous Delivery and Installation Team(Chennai)
*Recently, I had an opportunity to try out this product from Saravana Stores(Chennai). The dealer was very courteous and he explained each and everything patiently. Besides this, Eureka website too is really very explanatory in the product description. After I ordered, I was advised that the installation team would arrive promptly on Tuesday(since I purchased on a Saturday).
Till Tuesday evening no one turned up. When I called up Eureka Call Center, I found out that if the dealer is not able to fulfil the promise, they would need to take up a fresh request towards the same. But I was advised that some one would visit on Thursday(since Wednesday happened to be a regional holiday in Tamil Nadu). On Thursday till afternoon no one turned up. When I called the customer care again, the guy who attended my case understood that the service technician is screwing up. He immediately escalated to his manager. Parallelly, he also told me the Vivek Service Center number who are authorised outsourcing partners for installation of water purifiers. When I called the number, I was curtly replied that there was no workorder and if the product is not purchased in Vivek, they can not service it. When I called Eureka contact center again, the same person attended the call but he confirmed me that the work order indeed has been passed to them and there is a miscommunication en route.
About ten minutes later, I got a call from Vivek Service Center(Chennai). He was giving a lame excuse that all his workmen have taken extended vacation and hence he can not send anybody. He wanted to reschedule the service to only next week. Moreover, he was asking me the address when Eureka has sent a full work order to them. I told him that I would check with the contact center. Now the contact center escalated again and he himself called me to confirm the address after two hours.
Only towards late evening two people came in for servicing. Again there was one fun. The contact center advised me to confirm the person who are entering to service with Verification Department. When I called the Verification Department from my work and asked them to conference my house phone number where they have come, they didn't have the facility it seems. But the IVR Says'Conference Facility'. And interestingly, the service men were also bargaining about some filters like 800 rupee filter and 1200 rupee filter to be exchanged.
I just thought I would share this installation experience of Eureka Water Purifier in Chennai. The catch is that the product is good and it has come through a long evolution. But they have outsourced it in Chennai to the most low-level uncultured muppets who exhibit high degrees of versatile incompetancy all around. So whilst purchasing the product, at least for now, ensure that you also accomodate enough telephone charges and airtime to accomodate frequent calls to these folks and call center.
Hope Eureka Forbes is able to remediate this malady soon.
