Consumer goods giant
Responding to a complaint received on March 14 from a Khar resident, the firm has issued a statement admitting that almost 10 such cases come to light every month and that in the past few months it has served legal notices to over 100 unauthorised dealers across the country and over 800 unauthorised dealers on e-commerce websites.
In the recent case involving a 44-year-old Khar resident, a service official contacted her and asked her for Rs 1,350 in cash for replacing the candles in her
A suspicious visit
Later, when she called the customer service number, she was told that the firm had not sent anyone for repairs and she shouldn’t use the water from the purifier as the filter candles could be of dubious standards. The company officials reached her house within 20 minutes and replaced the filter candles again, for which the service was free.
Speaking to Mirror, the customer said, “I have been using this water purifier for over a decade now and know most of the aspects of a genuine service official, including his uniform, ID card and the receipt they issue. The man had contacted me two days prior to the maintenance appointment. He wore a familiar uniform, but when I asked to see his ID, he flashed a laminated printout.” After speaking with the firm’s customer service official, the woman alerted residents of her building.
When contacted, a Senior Mumbai Police official said, “No official complaint was received in the matter. Necessary action will be taken if there is a complaint.” In a statement, the firm’s chief transformation officer Shashank Sinha said, “Unauthorised service networks pose a huge threat to consumers. We are committed to ensuring that our customers are secure from poor service or fraud of any kind. We are also working to ensure that unauthorised operators do not offer services under our name. On receiving such complaints, we guide our customers on how to file FIRs against suspicious operators and recently helped the police in busting such a gang in Vashi.”
Sinha said that an official from the firm also accompanies the customer to the police station to lodge complaint. In January, the officials from Eureka Forbes had busted a consignment of
Know your service official
• Check the uniform of service staff; it will have the Euro Smile Logo on the shirt pocket
• Check the history card to authenticate the service history of the unit. This updated card won’t be available with private operators
• Any monetary transaction will involve a proper invoice with the firm’s 3D hologram