My consumer experience in buying a water purifier
After making a lot of research on Amazon and Google to buy a water purifier, I decided to go with Aquaguard. Because of my past relationship with EurekaForbes and experience using their water purifiers, I placed my interest on their website. In a while, I got a call from their sales team to confirm my interest and another call from a local sales representative to book an appointment.
The local sales rep has arrived on the appointment day not by the time he committed but late by a couple of hours i.e during the lunch hours. He quickly explained the product and suggested us to buy a variant which does not have UV. I was keen to buy a water purifier with UV because my existing purifier has one and proposed my preference to them. I was recommended to buy Dr. Aquaguard Magna Nxt RO+UV. I did a quick research to see if the price they were offering was costlier than what I can buy from an e-commerce website, however, I was not able to find this specific product in any site probably because it was a newer model. The physical difference is the word NXT and some additional sticker on the product.
I was not shown any demo of the product and I really didn’t care because Aquaguard has my trust already. The most frustrating moment of discussion with the sales rep was when I was asking questions, he was very keen on filling up the form and getting the payment. By his attitude and action, I was hesitant to purchase it but then realized I don’t have to worry about the sales rep because I trust the brand. I am buying this for my office and I gave all the details to him including my business card and GST details. I wanted to make sure I receive a GST bill, so my company gets a GST credit. The transaction was made and I was provided a debit card transaction slip. I was promised the product will be delivered within a couple of hours. They also charged another 500rs in cash saying they will give this to the installation guy.
Was hoping I would receive the product at least end of that day but there is no update from anyone about it. I called the sales rep again next afternoon to remind him to deliver the product who told me it will be delivered in few hours but the same story continued. I did the same thing the day after morning and then finally they delivered the product by evening. I looked the invoice and noticed there is no GST number so I realized they forget to update my company GST number. While making the transaction, I wrote my GST number in a paper and sent the same in WhatsApp as well. I told him constantly to ensure he enters the correct GST number so my company gets GST credit, but it is a #fail.
I immediately called him and said I need a bill with my GST number in it. He assured me it will be provided by EOD. Here I am talking about 29th March 2018. After that, I used to call him every day in the morning as well as in the afternoon to remind him to provide my GST bill.
This is where things get intense. I called almost 40+ times in this 13 days and today is 11th April 2018 and I still didn’t receive a bill with GST. I get the same response from him every time I call and found there’s no use pursuing him. I was thinking about the nightmare of what will happen if I have a service issue and how long it will take? Because just for a bill I had to pursue these long.
Finally decided to call EurekaForbes Sales customer care. This is where the fun starts and a real test for my patience. My first call was to their online sales where they heard my whole story and handed me a number to which I should call because they can only handle online sales and not offline sales. So, I called the second number and after hearing the whole timeline of incidents, they gave me another number. I was like what the hell? I told them I was rerouted already and they said like no sir you have to call this number and register a service request. But after I insisted, they have raised a complaint and still asked me to send a message to that number to get my service request. While I still have no faith, I also raised my query to their twitter handle to ensure it gets the required attention. Finally, I got a couple of calls from EurekaForbes. One of the calls from their Chennai HQ branch was assuring and promising. They assured me the problem will be resolved within 24 hours and if not they asked me to return the product. Looks like it is not assuring as it sounds because nothing happened :(.
Today, it’s 12th April 2018. By 11.30 am, one serviceman from EurekaForbes visited thinking I have a problem with my purifier. Explained him the actual situation and he was kind enough to share me his superior number from Pondicherry. He saved my day.
I talked to the Superior and his accountant who resolved the problem in just 10 minutes. They felt very bad about the experience I had faced. I got my invoice within 10 minutes via email. I also told them the extra amount that sales rep charged which they said it is not necessary and asked me to get the money back. They assured me if he is not giving it back, they will raise a complaint to the head office and make sure I get it. That’s a bliss.
Finally, when I was writing this content, I asked myself why am I making a fuss out of it? For expression of my anger? I think it is more than that. Sharing experiences like this would be useful for someone who comes across a situation like this. And at least I get a chance to update my blog :)
Originally published at Sankaranand blog.