Eureka Forbes — I have requested for Water Purifier Service on 26th January, 2024 and the service is not yet resolved

Address:

Flat no-G5, Prime Apartments, VV nagar colony, street no-8, Habsiguda

I have made AMC Gold payment after their promise that they would send the technician on the same day and it includes all the spare parts replace if there is a problem and one time filter replacement. However, once the payment is made I did not see any update from the service provider end. I have made almost 16 calls which is by the way a chargeable call (2.5 paisa per second) and they would put me on hold for more than 48 minutes to connect to their escalation team (this is a very busy team, I now understood from the pathetic service they are providing, there definitely must be multiple customers frustrated). The technician assigned would say I would have fixed the filter if you would not have made the payment to the company, now it requires approvals. And later after multiple calls to the customer care first point of contact, I came to know about the escalation team, the first point of contact always mentioned they are following up, have escalated it and also would say the escalation team is busy, they are having lunch, they are out of their shift. Finally when I successfully reached to escalation team after waiting on the call for 50 minutes, they again put me on hold and spoke to teams, they also mentioned that the issue will be resolved. But nothing happened, I called back again and after telling them I want a refund, they made me talk to a service area leader who said there is no stock present of the filter, which is a shock for me, as nobody informed and Eureka Forbes being such a big company and does not have stock of their own products, also these filters have to be changed every year, this answer does not seem convincing. However I have again waited for another 4 days after the technician has come checked the product. He mentioned there is some problem and he would come back in 2 days once the filter is restocked, After three days waiting, I have called the technician and he mentioned he does not know anything and the stock is not yet come. I have waited for two more days and called the customer service today and they said the service are leader will be calling me in 30 minutes and the issue will be resolved today for sure, and nothing happened. its more than 6 hours since I called them and no update at all. I'm still trying to reach to their escalation team. As a consumer and I can raise a complaint As per Consumer Protection Act'2019, I would like a refund compensation amount for Mental harassment, Time waste, legal expenses etc.

I need compensation of 4499 + my call charges I have 16 plus times and have waited for almost 50 minutes in the call (2.5 paisa per second) + the water cans I'm buying from outside.