Eureka Forbes — Aquaguard NRICH Water purifier AMC

I am writing to formally lodge a complaint regarding the poor service experience and non-fulfillment of the AMC (Annual Maintenance Contract) purchased for our Aquaguard water purifier.

We initially inquired about AMC services, following which your customer care team repeatedly followed up and strongly encouraged us to purchase an AMC. We were specifically informed that the filter replacement would be carried out promptly once the AMC was purchased.

Based on this assurance, we purchased the AMC on 2 August 2026.

The sequence of events is as follows:

An appointment was scheduled for 3 August 2026 between 1:00 PM and 3:00 PM.
The assigned technician called us and informed us that he did not have the required filter in stock and that it would take 3-4 days to procure it.
The technician then closed/removed the service request without completing the service.
We immediately contacted customer care and were informed that the matter would be escalated.
Despite waiting for several hours, we received no update, call, or resolution.
We contacted customer care again and were once again assured that the matter would be escalated.
Due to the lack of service and communication, we requested cancellation of the AMC and a refund so that we could engage a local service provider.
We were informed that the AMC amount could not be refunded.
On 4 August 2026, we sent an email requesting that either the service be completed immediately or the AMC amount be refunded. We have not received any response to that email.
On 5 August 2026, we again contacted customer care as there had been no update. We were once again told that the matter would be checked and escalated.

It has now been three days since the AMC purchase, and despite multiple follow-ups, escalations, and assurances, Eureka Forbes has failed to provide the promised service. We purchased the AMC solely based on the commitment that the filter would be replaced promptly, which has not happened.

Given the repeated delays, lack of communication, and inability to deliver the promised service, we no longer wish to continue with the AMC. We therefore request:

Immediate cancellation of the AMC.
Full refund of the amount paid on 2 August 2026.
Written confirmation of the cancellation and refund process.