The message below was sent to Eurekha Forbes' customer care. I received 2 calls from customer care, and they assured me they would resolve the issue. Until now, the issue has not been solved. I have attached the work order and service request screenshot.
Dear Customer Care Team,
Eureka Forbes,
I am writing to formally register a complaint regarding the lack of response to my service request for my RO water purifier, despite being a loyal customer of your company for the past 10 years.
I currently hold an Annual Maintenance Contract (AMC) for three years (2025–2028) with Eureka Forbes for my RO water purifier installed at my residence. As per the AMC schedule, the water filter was last replaced in February 2025, and the next scheduled replacement was due in February 2026. I paid 11523 for the annual maintenance contract.
Accordingly, I raised a service request on 21 February through your application to have the filter replaced under the AMC. However, even after three weeks, I have not received any response, confirmation, or technician visit from your service team.
When I checked the technician's details shown in the application and contacted him directly, he clearly informed me that:
He did not receive any service request from Eureka Forbes, and
He does not belong to Eureka Forbes, but is only a third-party technician providing independent service.
This situation is highly concerning. I would like to clearly state that I have paid the AMC amount directly to Eureka Forbes, and therefore, the responsibility for providing timely service lies entirely with your company, not with any third-party technicians.
Additionally, I am extremely disappointed with the customer support system, as there is no effective option to speak with a customer care representative to resolve this issue. This lack of support is unacceptable, especially for long-term customers who have placed their trust in your products and services for many years.
At this point, I request the following:
Immediate action on my pending service request raised on 21 February, and prompt replacement of the water filter in accordance with AMC terms.
A clear explanation for the delay and the absence of communication from your service team.
Assurance that such service failures will not occur again in the future.
If Eureka Forbes is unable to fulfil the service obligations under the AMC, I request that you cancel my AMC contract and refund the remaining amount immediately, so that I may arrange the repair and maintenance work independently through a third-party service provider.
Please note that more than three weeks have already passed without any response. If I do not receive a prompt resolution and confirmation from your side, I will be compelled to initiate a formal complaint with the Indian Consumer Forum regarding the failure to provide services under a paid AMC agreement.
I sincerely hope the matter will be addressed urgently and professionally.
Kindly treat this as a high priority and respond at the earliest.
Regards
S.Madhusudhanan
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