It's been one of the most stressful experiences that I have had with any product that I have purchased till date. Around 2 years back I had purchased a Eureka Forbes water filter for my Airbnb. Since the use is more, I had purchased their best model of that time which is the Eureka Forbes Aquaguard EDEN RO+UV+MTDS+SS. Within 1 year of use itself there was some technical issue which I got it repaired. Then last month suddenly the Aquaguard stops working, there is no water flow. I called the repair person who had attended it the previous time. He checked and told me that he cannot do it and this need to be done by the Company service person only as the part which has stopped working will be only available from the company.
First of all, I had to figure out the Service person of my area. I contacted the shop from where I had purchased and he gave me the contact person number. I reached out to the person, and he was on leave due to some family emergency. I asked him to give me an alternate contact, since my problem had to be resolved and it cannot wait till he gets back to work from leave. This person stops responding. After a week of continuous follow up, he finally responds with an alternate contact.
I reached out to the new guy, and again after a couple of days he finally comes over to see what the problem is. He tells me that this machine has an in-built system that after using it for 6K liters of water the machine automatically stops and the part has to be changed only then it can work. I was quite baffled with this. So irrespective of whether it has actually had any defect or no, it has to be changed, which is again with a charge and not free. I had no choice, so I asked him to replace the part as soon as possible.
Again, this guy disappears, I keep contacting him, once in a way he would respond and tell me that the part is not available. Now here is the real problem. Eureka Forbes deliberately designs machines to lock up with their in-built feature but fails to maintain basic inventory for those exact parts. I was not finding any way out. Finally, I got their customer care feed on LinkedIn and there I raised my concern with some harsh words. That's when I get some attention. I also spammed their Facebook page with the same grievance, but no response there.
In 2 days' time, the linked person sends me a message that they will resolve the issue as soon as possible and with that the matter is resolved. I was all the more annoyed because their intention was to only close the matter rather than attending to it. I kept sending them lot of stinkers on LinkedIn after 10 days the part was made available. In this whole process, 1 month is gone. In this time, I had to regularly order mineral water bottles for the guest. I asked them who will take care of my financial loss and the trouble that I have gone through, to which no response and conveniently ignored.
I am not going to leave this matter here; I am going to file a complaint on them in the consumer court. Later I checked, their Facebook, LinkedIn, Instagram, Google reviews and they are full of complaints. All they are interested is in selling their Annual maintenance contract but after that it is one fight to get them do the actual maintenance work. I am so annoyed that how can they build in such a feature of default stop, this is like robbery. Irrespective the machine is in good condition or no the part has to be replaced and till then it will not give a drop of water. On top of that, the expiration of this part which is 100% predictable by the company, is not available with the company.
After the person replaced the part, I refused to pay them, and at that time, I received 4 calls from their side. Till then no one ever bothered to call once, but for payment they pounced on me. I will never ever buy any Eureka Forbes product in my life again. A very painful and stressful experience it has been with them.
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