Eureka Forbes — Extremly pathetic customer service

Request for Investigation into Alleged Deficiency in AMC Services Provided by Aquaguard (Eureka Forbes)

Respected Sir/Madam,

I wish to lodge a complaint regarding the service practices of Eureka Forbes Limited, the manufacturer and service provider of Aquaguard water purification systems.

It is alleged that a large number of Aquaguard customers purchase Annual Maintenance Contracts (AMCs) based on the assurance of periodic preventive maintenance visits, timely replacement of filters and prompt service support. However, numerous consumers have reported that despite paying AMC charges in advance, scheduled maintenance visits are often delayed, missed, or not conducted as promised. Customers are frequently required to make repeated follow-ups to receive services that have already been paid for.

Such practices, if established, may amount to:

Deficiency in service.
Unfair trade practices.
Failure to provide contracted services despite receipt of consideration.
Financial and mental hardship caused to consumers.

Given Aquaguard's extensive customer base across India, any systemic failure in delivery of AMC services could potentially impact a significant number of consumers. Therefore, I respectfully request the competent authority to:

Conduct a detailed investigation into AMC service fulfillment across India.
Examine records of scheduled versus completed preventive maintenance visits.
Verify whether consumers received all services promised under their AMC agreements.
Direct the company to provide refunds where services were not rendered.
Impose appropriate penalties if consumer protection laws have been violated.
Establish a transparent mechanism allowing customers to verify AMC service compliance.

Compensation Sought

In the event that deficiencies are proven, it is requested that affected consumers be awarded:

Refund of AMC charges paid for unperformed services.
Compensation for inconvenience, loss of service, and mental agony.
Interest on amounts collected for services not delivered.
Any additional relief deemed fit by the Hon'ble Authority.

This complaint is submitted in the interest of consumer welfare and to ensure accountability, transparency, and fair treatment of customers.

Yours faithfully,
Radhakrishnan