AO Smith — : Unresolved Service Issues and Poor Experience with AMC

Address: Plot No. 300, Phase - 2, KIADB Industrial Area, Harohalli, Taluka Kanakpura, Karnataka - 562112

Am writing to lodge a formal complaint against AO Smith India for gross negligence, deficient service, and breach of contractual obligations under the Annual Maintenance Contract (AMC) purchased for my water purifier. Despite my repeated attempts to resolve these issues directly with the company, the problems remain unresolved, leading to significant financial losses and adverse health impacts on my family, particularly my children.

Details of the Product and AMC:

Product: AO Smith X4 Plus
Date of Purchase: 8/27/2020
AMC Purchase Date: 9/5/2023
AMC Validity Period: 9/5/2023 to 9/4/2024
Summary of Grievances:

Non-Functionality of the Purifier:

My water purifier has been non-functional for a total of over four months during the past year. Despite having an active AMC, which guarantees timely maintenance and service, the purifier remained inoperative, forcing me to rely on bottled water for my family's daily needs.
Financial Loss:

Due to the non-functionality of the purifier, I had to purchase bottled water continuously for four months. This has resulted in an unexpected financial burden on my household, which was entirely avoidable had AO Smith fulfilled its service obligations under the AMC.
Health Issues:

The prolonged lack of access to purified water has led to serious health issues within my family, particularly affecting my children. They have suffered from recurring illnesses during this period, which I attribute directly to the lack of clean, purified water. This situation has caused significant stress and anxiety, further compounded by AO Smith's failure to address the service issues in a timely manner.
Service Appointment Failures:

On numerous occasions, I have scheduled service appointments through AO Smith's service app, selecting the available time slots as per the system. However, these appointments were either missed by the service personnel or delayed without any prior communication, leading to further inconvenience.
Unresolved Complaints Without Confirmation:

Multiple service complaints were closed by AO Smith without resolving the issue at hand. More alarmingly, these closures were done without obtaining the One-Time Password (OTP) from me, which is required as a confirmation that the service has been satisfactorily completed. This practice is not only unethical but also violates consumer rights, as it falsely indicates that the problem was resolved when, in fact, no service was provided.
Relief Sought:

Immediate Resolution of the Product Issue:

I request that the water purifier be serviced immediately and restored to full working condition without any further delays.
Monetary Compensation:

I seek compensation for the expenses incurred in purchasing bottled water over the four months, as well as for the AMC fee, which has not been honored. Additionally, I request compensation for the health impacts on my children, who have suffered due to the unavailability of clean water.
Assurance of Future Compliance:

I demand that AO Smith ensure strict adherence to the AMC terms, including timely service appointments and the proper use of OTPs for service confirmation.
Penalty for Deficient Service:

I request the Consumer Forum to impose a penalty on AO Smith India for their deficient service, failure to adhere to the AMC terms, and the unethical practice of closing complaints without resolution.
Documents Attached:

Copy of the AMC contract.
Medical records indicating the health issues faced by my children.
Copies of service appointment confirmations and complaint records.
Any relevant communication with AO Smith India.
Conclusion:

The conduct of AO Smith India has caused me considerable financial loss, inconvenience, and health-related stress. As a consumer, I believe that my rights have been severely violated. Therefore, I seek the Consumer Forum's intervention to obtain justice and fair compensation.

Thank you for your attention to this matter. I look forward to a favorable resolution.