Submitted by: anoherfrustrateduser
Complaint Details:
We own an Aquaguard Genius water purifier and I regret that it’s one of the worst decisions we have made. Within 12 months of installation, the machine came for repair almost 10 times.
Just last Monday, i.e. 9th July 2017, the machine stopped all of a sudden and did not turn on even after keeping it idle for 2 complete days. The reason for keeping it idle without lodging a complaint is that when there was a similar issue in the recent past, as soon as the technician came for service and turned it on, it started working fine. For this, the technician was rude saying that I have unnecessarily lodged the complaint and I should have turned on the machine before lodging the complaint. As if I did not do that. Anyways, I did not want the story to get repeated again.
So I lodged a complaint that on 11th of July 2017 and the technician came for service on 13th July 2017. He checked the machine for quite sometime and confirmed that the level sensor isn’t working and it needs to be replaced. He told that the spare parts usually come from Bangalore and it might take 2-3 days. So I waited till 17th of July 2017 and I did not receive any update from either the customer service or the local service centre. So I kept calling every day from 18th July 2017. Everyday I used to get the same fabricated answer from whomever I spoke- “We will send technician by EOD today or before 12pm tomorrow and your machine would be rectified” .
So I made nearly 15 calls with no use.
Today I finally called the local service centre and the concerned questioned me if I have lodged a complaint saying that the technician didn’t come to my place at all, which I have not.
Blaming the customer for your mistake? Pathetic communication I say. I mean, simply irresponsible, absolutely awful service
Luring people into buying bad products and then making them buy extended warranty, just to make money without rendering proper service when needed. I mean absolutely crappy business.
Lacking courtesy to let the customer know what’s happening with their complaint. Nobody told me if the order for the spare part is made or not. How on earth would I know if nobody even bothers to send a text update? When I called the local service centre, I came to know that it is going to take another five days.
Do you people even understand why people buy water purifiers? Definitely not to keep the machine without using for 3 whole weeks. And I definitely have not spent INR 30, 000/- odd just to keep the machine idle for weeks and buy water from elsewhere. Shame on you. Change your after sales or shut your business
Do not cheat customers by selling bad, inefficient products