Eureka Forbes — Delay in Providing Repair services

Address: Modinagar

I raised a service request on 18 July for my product, which is currently under warranty. The service engineer visited my home and, after inspection, informed me that all filters were damaged and needed replacement. He initially quoted a cost of approximately ₹4, 000 for the replacement. Since the product is under warranty, I asked why I would be charged for the replacement. The service engineer stated that the product was not under warranty and advised me to confirm with customer care. In the presence of the service engineer, I contacted customer care, and they confirmed that the product is indeed under warranty and that I would be eligible for a 50% discount on the filters. However, when I requested the price list to understand the actual cost, customer care informed me that they do not maintain or provide pricing information. After hearing this, the service engineer stated that customer care could say anything, but according to him, no discount would be provided. When I requested written confirmation regarding the 50% discount to customer care they did then, the engineer spoke with his manager and then changed his statement, saying that the filters were currently unavailable and would need to be ordered. Two days later, the service engineer contacted me and informed me that the filter replacement would now cost ₹6, 200, significantly higher than the initially quoted amount of ₹4, 000. This raises several concerns: Why was I initially informed that the replacement would cost approximately ₹4, 000 and later quoted ₹6, 200? If customer care confirms a 50% warranty discount, why is the service engineer denying it? If customer care does not have access to pricing information, how is a customer expected to verify whether the quoted amount is fair and correct? Why are the required filters not available despite the service request being raised several days ago? Why is there contradictory information between customer care and the service team regarding warranty coverage and discounts? As of today, I have still been informed that the filters are not available, and my issue remains unresolved. I strongly believe that this unnecessary delay and contradictory responses are occurring solely because the product is under warranty. I request immediate intervention and a written clarification regarding: Warranty coverage applicable to my product. Actual price of the filters. Applicable warranty discount. Expected resolution date. Reason for the delay and non-availability of parts.

Today (27-07) problem is still not resolved.