M/s Eureka Forbes service Agency is not doing AMC service even after 120 Hrs against 24 Hrs as per their policy

V

vhas2304

New member
Dealer Name
M/s John Aqua Services, Palayamkottai, Tirunelveli
Company Name
M/s. Eureka Forbes Ltd.
Product Name
DR. AQUAGUARD MAGNA HD RO+UV (NXT)
Customer Care Number
7039883333
Loss Amount
5889
Ratings
3.00 star(s)
Opposite Party Address
M/s. Eureka Forbes, M/s John Aqua Services Manager Mr. Simon 9443555187
I, V Bhaskar, Cell No. 9445070730, I am using one RO+UV unit water filter with the following details.

Dear Mam/Sir,

This is to report that no technician had turned up till now for the AMC/replacement of all filters, etc.

Details :
Customer ID 6000581373
M/c DR. AQUAGUARD MAGNA HD RO+UV (NXT)
Component ID 31965967

Ref : QMC Aquaguard 31965967
AMC of the above m/c renewed on request from Customer care and M/s. John Aqua systems, Palayamkottai, Tirunelveli
AMC amount Rs. 5889/= was paid on 3.3.2025 itself.
AMC order was SO-030325-132232 was received as per your SMS dtd. 3.3.2025.
Request No. CM-030325-46376457 was scheduled on 3.3.2025 with a promise that the same will be attended within 24 hours.

On 4.3.2025 @1532 Hrs. one Service Technician Mr. Pakeermydeen was assigned to the service. After follow up with the customer care executives a number of times, Mr. Pakeermydeen visited my house on 8.3.2025 only around 1730 Hrs. and showed the original parts. But, he wanted the Customer satisfaction code PRIOR TO DO THE SERVICE. I contacted the Consumer to clarify the same. They strictly told that only after the service is completed, the satisfaction code can be given only after the service is completed in all respects. The same was conveyed to the technician Mr. Pakeermydeen that he can demand the service satisfaction code only after completion of the service in all respects. Instead of listening to the customer care and do the job, the technician told that he had been instructed by his service manager Mr. Simon that the satisfaction code should be obtained prior to doing the service. He went back with the spares and had not returned to do the service inspite of several calls. The service technician repeatedly says that he had been instructed by his manager to do so. He further claims that he had been doing this since he is not getting payment from Eureka Forbes for the AMCs purchased online.

The service manager Mr. Simon of M/s John Aqua Services is not responding to calls for a solution.

So due the the contradictory statement of M/s. Eureka forbes and their service provider M/s. John Aqua Systems Manager Mr. Simon, my family is suffering for water in spite of paying Rs. 5889/= for AMC. But, the service is not yet done as of now @ 1200 noon dtd. 10.3.2025.

The Service Agent Mr. Simon of M/s John Aqua Systems, of Palayamkottai is not responding to calls.

The concerns are :

1. On the insistence of Eureka Forbes customer care the AMC was purchased online. They had given 24 hours to get the AMC done. But the same is delayed more
than 6 days. Such delay is against their policy and norms.
2. The technician arrived with reportedly genuine spare parts, but refused to do the service unless he is given the customer satisfaction code first.
3. When I asked the reason for his delay he refused to comment. When I asked for the service report, the technician had refused the same as well.
4. Mr. Simon, the service manager of M/s John Aqua Systems is not responding to calls at all, but reportedly advised the technician to get the customer satisfaction
code received in registered mobile from Eureka Forbes first. This is against common sense and the policy of Eureka Forbes services.
5. The technician Mr. Pakeermydeen also told that had the AMC been taken through them, they will do timely service and take the code after the service.
6. I have been talking to the customer care executives for the last one week, almost to 11 different personnel taking minimum of 20 minutes to 1 hour for each call.
7. I feel I am harassed by the service team though I had paid for the services.
8. My repeated requests are not yielding results either for the AMC service or for the cancellation and refund of the AMC amount.
9. My family is forced to buy water in 20 litres cans daily for use and are spending on the same.
10. The customer care executive Mr. Micheal, to whom I had talked today @ 1100 Hrs, was again buying time but not really interested in getting the service done.

I sincerely request justice for the harassment narrated above.

The payment to the AMC was done online. The details of the AMC was intimated to Mr. Simon on whatsapp requesting genuine spares and timely service. But, he had delayed things till date.

Thanks and regards,

V.Bhaskar
9445070730
 

Attachments

Mr. Pradeep, the Service Manager of M/s. John Aqua Services, attended the call and agreed that Rs. 7250/= was demanded by their service technician includes a commission to the technician and understandably to the service agent. The online cost of similar AMC for 1 year is Rs. 5889/=

When enquired about the delay and the cause, he did not say anything. He is not willing to take ownership of the delay and pay the cost of such delay.

He agreed that on the instruction of the owner of M/s John Aqua Services Mr. Simon, he had instructed the service technician Mr. Pakeermydeen to demand the Service satisfaction Code in prior to start of service. Explained that it is not correct/legal as per the policy of M/s Eureka Forbes, he accepted. He agreed to
1. send the technician with genuine parts,
2. to send the legible photo of the entire pack before opening,
3. to allow scan and prove that the parts of genuine of M/s. Eureka Forbes and
4. to give the service report with all details filled, signed and stamped without fail

Let me wait and see whether he keeps his word and comply with the policy/norms of M/s. Eureka Forbes
 
I'm sorry to hear about the challenges you're facing with Eureka Forbes regarding the delay in your Annual Maintenance Contract (AMC) service. To address this issue effectively, consider the following steps before filing case in Consumer Forum:

  1. Document All Communications:
    • Maintain a detailed record of all interactions with Eureka Forbes representatives, including dates, times, and the names of individuals you've communicated with.
  2. Escalate the Issue Within Eureka Forbes:
    • If the local service agency is unresponsive, escalate your complaint to higher authorities within Eureka Forbes. You can contact their national customer care at 7039883333 or reach out through their official website.
  3. Approach the Consumer Disputes Redressal Commission:
    • Depending on the value of your claim, you can approach the appropriate consumer forum:
      • District Commission: For claims up to ₹1 crore.
    • These commissions are established under the Consumer Protection Act, 2019, to address consumer grievances.
  4. Seek Legal Assistance:
    • For any Legal assistance feel free to contact us.
Thanks
 
I had talked twice to Ms. Sandhya and once Ms. Khushi. But, no result.. that is no service done till now.

In the second and final call with Ms. Sandhya today, she escalated the matter with Mr. Abhinav, who had called in singular, talked without respect and even disconnected the call without giving any solution.

The understanding as of now is that the service provider M/s. John Aqua Services is not interested in doing the service but in merely delaying it.
 
Even as of today 13.3.2025, the service is not provided.

Customer care executives promise ASAP service, but no technician is allotted till date.

When asked for the refund of the AMC amount, they say that it is not possible.
 
vhas2304 said:
How to do that sir. Can you pls guide me.
Click to expand...
The process is very simple, you need to create an account in E-Jagriti Portal.

After the verification, you need to upload 4 main files and supporting files.

1) Affidavit
2) Memo of Parties
3) Index
4) Events

And supporting documents like Addhar Card, Jobsheets, Bills etc... (Depending upon the Event file)

The forum will review your case and files and update you accordingly.

In Consumer Forum, your documentation part should be strong.

If still have a question or need any assistance in drafting the case file, feel free to contact us again..

Thanks
 
Still no action sir.

I wrote to them again today as under :

Thanks for the mail and the concern expressed.

Actually, when you called, I was calling your customer care only, and hence was engaged. But, on the in-coming call alert. I attended to your call, but the call got disconnected. My after-efforts to contact were not fruitful since the customer care executive could not connect to you. Hence, I left a message for you to call back. I did not get a call but your mail as appended below.

As recorded, during our telephonic conversation, you said that the request / compelling CM-030325-46376457 was cancelled on 31.3.2025 since it was one month old and as such it was cancelled by the system itself. -- This was found to be a false information.

Further, I am given to understand that the same was cancelled by your service head Mr. Pradeep probably to wash off his responsibility for the delay caused from his end. I came to know about it only yesterday i.e. 60.625. All along, even on 4th or 5th april 2025, I had sent mails stating that the service technician is still demanding the service satisfaction code prior to attending the AMC service. I have the proof for the same. On the contrary Mr. Pradeep had stated that "the customer had shared the happy code with the technician and hence the service request / complaint was cancelled." as the remark against the cancellation. This is a willful lie. I would like to reiterate that I had not shared the code with the technician or with anybody, but is repeatedly stating it over phone and emails and is asking for a speedy solution.

If he still says so, let him give proof for the same. Since, the main issue of the technician not doing the service (though he had brought the original spares to my residence) is that he demanded the happy code prior to the service as directed by the same Mr. Pradeep and Mr. Simon the service provider (but such sharing was/is strictly denied by me). Mr. Pradeep had even agreed on 10.3.2025 over telecon that it was wrong to ask for the code prior to service, and even assured the technician will come on 10.10.2025 and attend the service. All these prove that Mr. Pradeep had only acted on his own interest to save himself for the delay.

So, it is proved that by his own counsel Mr. Pradeep had cancelled the CM-030325-46376457 on 19.3.2025 and further raised a request, (this time as Sales complaint) on 21.3.2025 with reference CM-210325-47292987. Again, he had cancelled the same on 30th or 31st of March 2025 with the same false remark and created the third Complaint CM-310325-47938570. The assured time for the service is 4 days, but service is still pending.

Your service team head Mr. Pradeep, as reported by your staff, had earlier (on 19.3.25) claimed that there was a problem with the pump of my machine and sent mails (to whom I don't know) which has already been proved as false. Now, with the assigning of false reasons to delay the service further, Mr Pradeep had forced doubts on the very confidence I had in M/s. Eureke Forbes. I am afraid he may even force the technician to damage the machine to prove his words as right (the m/c is not touched for more than 10 months till date by your technician and no AMC report to that effect is given to me. Thereby his oral claim on telephone on 19.3.25 again stands proved, wherein he had said "the machine is having pump problem. But the customer (myself) is not accepting the same" is further proved as a blatant lie.

So, as already requested over phone, Mr. Roshan Dixit, you may please get the AMC service done by some other Service head since Mr. Pradeep cannot be believed any more. Further, as I can see, the system states that the service booked CM-310325-47938570 is termed as free service . I hope that the AMC service, the change of filters etc. are pending.

It is heartening to note that your statement "the system automatically cancels the complaint which is older by a month. As proved above, you are responsible for giving wrong information.

Reasons being :

The complaint dtd 3.3.25 needs to be cancelled on 2.4.25 only, but you told it is cancelled on 31.3.25. And the CM cancelled on was of dt. 21.3.25 and not of 3.3.25.

You had purposely hidden the cancellation on 19.3.2025 and the creation of a new complaint on 21.3.25.

So, in my humble opinion, you and your team had connived to further do injustice to the AMC raised on 3.3.25 by not doing actual service till date. Kindly arrange for the immediate refund of the AMC charges with penal interest and also pay for the losses, turmoil, mental tension, time wasted in 53 nos. of calls to your customer care department on the same, etc...

Further, pls take appropriate action on your service head who is mis-leading the entire system with lies. It is only substantiated that you all force me to extend my hands for legal help.

Once again immediate action and confirming reply requested per return.
 
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