Eureka Forbes — Escalation to Ombudsman: Deficiency in Service & Misleading Sale of AMC on Discontinued Model Service ID CM[protected]

Address: B1/B2, 701, 7th Floor, Marathon Innova, Off. Ganpatrao Kadam Marg, Lower Parel (West), Mumbai, Maharashtra – 400013

I am writing to escalate an unresolved service issue CM[protected] that has remained unaddressed despite prior contact with your customer care and grievance officer, and which I have now also taken to the Consumer Forum (Ref: 9781424).

Background:
I purchased a 2-year AMC for my water purifier only 3 months ago. The unit has since failed, and my experience with your service team has been as follows:

1st July: Water purifier stopped working; complaint raised.
2nd July: Technician visited and diagnosed that both the MCB and motor required replacement.
7th July: Technician returned after a full week to fit replacement parts. During this visit, I was informed that this model has been discontinued and genuine spare parts are no longer available. Refurbished parts were fitted instead, and I was advised not to renew my AMC going forward as the company can no longer properly service this model.
8th July: The purifier stopped working again — just one day after the repair.
13th July: A second technician visited but said he could not act since another technician had already replaced the parts, and rescheduled the visit to 14th July.
14th–16th July: No call, no visit. The number listed on the app has gone unanswered.

Core Grievance:
I was sold a 2-year AMC only 3 months ago on a model that, per your own technician, was already being phased out with no genuine spare parts available. This is a material fact that should have been disclosed before selling me the contract. Selling a service agreement on a product the company knew could not be properly serviced constitutes a deficiency in service and an unfair trade practice under the Consumer Protection Act, 2019.
Further, refurbished (not genuine) parts were fitted, and the unit failed again within 24 hours.

Relief Sought:
Full refund of the AMC amount paid, given the model's discontinued status and the company's inability to service it with genuine parts.
A written explanation for why an AMC was sold on a product known to be discontinued at the time of sale.
Compensation for the extended period without a functioning purifier despite an active, paid service contract.
Confirmation of resolution within 2 days of this notice, failing which I will pursue the matter further through the Consumer Forum, where the case has already been filed (Ref: 9781424).

I look forward to a prompt resolution.

Regards,
Srikanth K
[protected]