Aquaguard I Nova — change of pipe

This is the second year o[censored]sing this product. When it was installed last year, they fixed a very long pipe. We have been asking them to cut short it so tht we can change it when it gathers moss. Inspite of repeated requests, the pipe wasnt cut or changed. Today they come for servicing and chnage the pipe and ask for money. Is this some cheap way of collecting money waiting for the thing to get spoilt. I was amazed at the way they were quick in changing pipe today after two years!!!. I hope tht the organisation like eureka forbes has some responsibility to the customers when they install their product.