I purchased a water purifier from Eureka Forbes “AquaSure (by Aquaguard) Crystal Model” in June 2012 from Naval Canteen in Nofra, Colaba (Mumbai). My customer id is registered by the mobile number (9167279791). The product was installed in July 2012. The cost of the product was Rs. . Soon after I started using the product I found that dust particles were settling down in the bottles and jug in which I had filled water from AquaSure. I had called Eureka Forbes twice last year requesting them to look at this issue. Each time I called they asked me if the product was under guarantee or was it under AMC (annual maintenance contract) and I told them it was under warranty. However no one came to resolve the issue. In March 2013, I suffered from stomach infections caused by impure water and I use this product in my house. I called eurake forbes again to look into the matter but no one came to service the product. In April end I had recurrent infections due to the water quality from AquaSure and I called the company call centre for service on May 10 and they asked me the same question if the product was under waranty or AMC and no one turned up for 10 days and I have been boiling water for a month now. Yesterday, on 21 May, a service personnel was sent when I was unavailable and he left his number (Mr. Natwar Chaudhary). I called him back and requested to service my product and he said that since thsi product was bought from the Naval Canteen he will not service it and they cant do anything about it. I feel cheated by the company.

I am wife of defense personnel (Indian Navy) and we have been granted this perk of buying goods from the canteen by the Government of India. Am I supposed to believe that companies sell sub-standard products there because they are at a lower cost as compared to the market? Or they do not provide services because they were purchased from the canteen at lower rate?!?! I am totally frustrated and harassed by the company on refusal of service. I have fallen sick a number of times because of this sub-standard product and company’s refusal to look into the matter is not justified. I want the company to take back their product – I have NO FAITH in Eureka Forbes and their services. There are many officers who buy products from the canteen – I will certainly inform as many people as I can and to the authorities about this behavior. The tagline of the company “friends for life” is a complete farce and I would request the authorities to take stringent action against them. I strongly feel that the company is addressing to compaints with AMC where users have to pay for the service provided by the product and for those products which are under warranty are being ignored since the company cannot make any money from them.

I would like to claim full value to the product and also damanges of Rs. 50,0000 for the physical illness that has been caused by the product, the mental agony caused due to poor performance of the product from such a brand and then the refusal to service the product, and money I spent on medicine etc; also for the cost of LPG that I spend on boiling the water everyday despite spending money on the water purifier.

Complainant Information
name- nitisha05