Eureka Forbes — 3 Weeks of Failed Service Visits Platinum AMC Contract breach

Address: Pune

Dear Eureka Forbes Customer Care Team/ Grievance Officer(Anu Kotian),

I am writing to formally escalate a serious and ongoing failure in service delivery against my active Platinum AMC contract, purchased on 28-May-2026.

Despite repeated scheduling attempts and multiple calls to customer service, I have not received a single completed service visit. The timeline of failures is as follows:
• Multiple service requests were assigned to your representative Akshay Adamane, who did not appear at any of the registered time slots and whose provided contact number went unanswered.
• A subsequent request was assigned to your representative Firoz, who informed me that the required filter for my model was not in stock and asked me to reschedule to Friday 19-June, this is a supply failure entirely on Eureka Forbes' part.
• Today, at the time of my rescheduled appointment, no technician arrived. I then received an automated SMS claiming your representative had visited my home and left due to my absence. This is factually incorrect. I was present at my registered address at the scheduled time. Also my society operates on Mygate, which means for the rep to come to my house, he needs to have first sought approval through Mygate, which was not the case. This constitutes a falsified service record and I have attached the SMS as evidence.
• Today, we also called on the customer service number [protected] at 11:25 am and spoke to someone called Navratna. The person heard the whole story and then promised to escalate, but declined to share any complaint number or Acknowledgement for the same.
• We have current complaints active - CM[protected]. there is an active schedule for today and no rep was even assigned to the request as can be seen in the screenshots attached

This is a clear and documented deficiency of service under a paid Platinum AMC contract and is actionable under the Consumer Protection Act, 2019.

My demands are as follows:
1. Assignment of a senior, experienced technician within 48 hours, not a junior field rep with appropriate tracking to ensure the service happens on schedule.
2. Written confirmation that the required filter for my model is physically in stock before the visit is scheduled.
3. Correction of the falsified service record in your system.
4. A confirmed appointment slot with a guarantee of attendance.