Under the Buy Back Scheme, I had exchanged the old Aqua Guard for the new e-boiling NOVA model on 02.02.2007. The AMC of the old machine was still continuing and a major portion was still left unutilised. Therefore, I was not in the least inclined to go for the exchange. Moreover, there was no reason whatsoever for me to hasten as my old machine was in perfect working condition. Your sales officer, Mr Pawan Kumar and the Team Manager, Mr Pandey, brushed aside all my apprehensions giving me complete assurance that immediately the left over balance period of the AMC would continue on the new machine as soon as the original warranty would lapse. I had no reason to doubt their words as about six years back when I had exchanged me Vaccum Cleaner under identical conditions the balance Amc automatically continued on the new machine after the original warranty lapsed.
Now after running around for the past two months, from pillar to post, yesterday, I was told by one Mr Subodh at your Branch Office at Ashok Marg, Lucknow that I should send a mail as my problem could be resolved only from Delhi or Mumbai.I waited for two hours to meet the Branch Manager but he was not in office and surprisingly the Office had no news about his whereabouts.I must say Eureka Forbes follows some unique mode of functioning.
In the month of May on receiving a call from the Franchise to get the Amc or else they shall not be able to give me the servicing, I went to your Office at Dalibagh to meet the Officer-in-Charge but again he was not there and another gentlrman met me saying he was the next Officer-in-Command. On hearing the facts he told me that it would be done and appologised for the inconvenience caused but I again had to rush on refusal of further servicing of the machine.
I am not concerned with what are the ongoing policies of the Company or who misrepresented the facts or who is the Team manger or the Sales Officer. All I know is that anyone who comes represents Eureka Forbes and any committment by him is by Eureka Forbes and whether he does it rightly or not is not my concern.
The details of the AMC are Contract No / ICCR No 13047532 Period 12.07 2006 to 11.07.2007 the warranty period of the new machine is 02.03.2007 to 01 03.2008.
I am asking for no undue favours or advantages but for only what has been promised to me - right or otherwise has naturally nothing to do with me as a customer. A prompt action has to be taken as the servicing of the machine is long over due. I hope my plea shall not fall on deaf ears but shall in turn propel an immediate positive response.
It shall not be out-of-context if I mention here that I am your customer since 1992 and I deserve a better treatment.My only requirement is that the balance left over period of the AMC to continue on the new machine. I should not be penalised for no fault oo mine and why should I be made to bear any financial loss.
Soliciting a favourable and an early response.
Vasundhara Seth 175 Vijay nagar Colony
Mobile no 9839120987 Land Line 0522-2470122 Kanpur Road, Lucknow