I bought the Aquaguard Enhanced RO Water purification system on August 8th last year. It was the New Aquaguard Smart Total with AMPX sweetness and Nano Fresh technology. I was quite happy with the product because it converted my ‘very’ hard water to perfect mineral water. Looked like my water woes were over.

But by July end this year, trouble began when the taste of the water started getting saltier. This happened despite the machine being serviced and cleaned thoroughly. I registered a complaint with the office nearest to me. They sent a technician who said the filter needs to be replaced – an unexpected expenditure within a year. Was it just a tactic to meet their monthly sales targets of filters and membranes?

Even if skeptical, I got the filter changed. The technician left. In the evening, the  RO started making strange noises. I registered another complaint. After few days another technician came – I explained the whole problem – he said the pump needed to be replaced and that fell under the warranty period. I agreed. Then, he told me that TDS level in the water purified by the RO was still high, despite the filter being replaced. This meant changing the membrane. By now, I just wanted the RO to work so I told him change whatever he wanted to.

He said he would order both pump and the membrane from the main office. That took another two to three days – both were replaced.  He left. But later the RO again started making sounds and the taste was the same. I was beginning to lose my cool by now.

I tried calling up the office to register another complaint. Now, let me tell you – whenever you are registering a complaint, you don’t get through the office numbers or the helpline number in one shot. This time, along with the complaint, I wanted to complain about the services as well. The technicians are very hard working. They came to my house several times and spent hours repairing the machine. But the problem persisted. Either they lacked expertise or the there was something horribly wrong with the recruitment process at  Eureka Forbes or they were not paying them well.

With the outcome being a big Nothing, I felt I was simply wasting my time over the services provided by Eureka Forbes.

I was getting very irritated and frustrated. I began procuring drinking water from the market. It was actually a mental trauma. I was frustrated at the fact that despite me wasting so much time registering complaints, the problem just wouldn’t get solved. I called up the “supposedly HO” in Delhi and registerd a complaint. The next time I called up to follow up, the guard picked up to say no one was in the office. Now, how is this possible? On a week day, the entire office was empty? Tried calling up the Helpline which did not work. Tried calling up the Bombay office but could’nt get through. By now, it was nearly a month that my RO was not working.

Then once again I went back to the office near my house. I asked them to send a senior technician, who came home two hours later than the prescribed time – spoiling my plans that day. Anyway, I was now quite used to it.

He asked for a week’s time, which was supposed to be yessterday. He never got back – yesterday nor today. I finally gave him a call today. He said whatever spare part he had ordered has still not been delivered from HO. Then what had he done for a week?

I may have talked about technicians here but i think the actual problem lies with the company. I hold them at fault for providing such pathetic customer service.

I am not a person who loses my cool often but this time, I did. I dont know whether my RO will ever get repaired but one thing is for sure, I will never buy a Eureka Forbes product ever again nor recommend it.

As I write this, I am still frustrated. I am trying to get in touch with the HO in Mumabi so that they are shown a mirror as to how their customers are suffering.