AO Smith — AO Smith Z8 Water purifier not addressed

We've bought the ao smith z8 water purifier on july 2019. It was working fine till march 22nd. We raised a sr # 12721665 on 23rd march for fixing the water filter. We had contacted customer care couple of times but due to lock-down our complaint was not addressed. We also received a sms from the customer care that due to covid-19 service engineers will not be available. Since the lock-down is relaxed now and still our issue is not fixed., we had contacted customer care and they told to send an escalation mail which was also sent. But till this date we're living with the faulty purifier.