AO Smith — AO Smith changing service contract rules without intimating to customers

Address:	Bangalore, Karnataka, 560103
Website:	www.aosmithindia.com

Hi,

I bought two AOSmith Geysers 7 months back with one year free service as per the Terms & Conditions. Due to the ground water hardness, the geysers are becoming very noisy and I raised a complaint yesterday for the service. I encountered the same problem 3 months back and that time a service engineer came and he cleaned the geysers. And this problem is quite common in our apartment and all flat mates who are using AoSmith geysers are raising complaints and get it sorted via AoSmith Technical Engineer visit. But now the customer care representative is telling that they changed the Terms & Conditions in last month and it will be done only via charge basis. When I asked how can you change the rules without intimating the customers, his answer is "they have the disclaimer in their website to change". I requested to respond to my mail about the same that they changed the rules and he said he is not authorized for that. I even asked to forward my mail to whoever has authorization to respond formally, he is reluctant for that. And finally he closed the discussion by mentioning that I can do anything as per my wish. I am not worried on the money part, but more on changing the rules as per their wish. If there is a rule change for any product, then that should apply for new customers but not to the existing customers. If that is the case, there is no value to Terms & Conditions what we have at the time of purchase and it is a huge risk to buy from AoSmith.