Eureka Forbes — Urgent Escalation Service Request Not Honored Despite Gold AMC & App Scheduling

Address: AC-168, SECTOR 1, Salt Lake City, Kolkata 700064

Dear Eureka Forbes Team,

I am writing to express my deep concern and disappointment regarding the service experience we have had today, despite being enrolled under the Gold AMC plan.

My elderly parents (aged 93 and 86) are returning to our Kolkata residence from Mumbai today, April 19th, 2025. The Eureka Forbes machine at our home has been non-operational since they left for Mumbai on April 1st. Given the critical need for clean drinking water upon their return, I proactively scheduled a service request through your app, selecting the preferred timing of 8:00 PM IST today, which was clearly listed as an available time slot.

As per the app, a service professional was assigned to our request (please find the attached screenshot for reference). I immediately contacted the individual on the number provided. To my dismay, he informed me that services in Kolkata are only provided till 5:00 PM IST and that night service is not available. His casual suggestion that my elderly parents could “manage the night with a few Bisleri bottles” was not only insensitive but also entirely unacceptable.

Following this, I received a call from a lady who identified herself as Nayantara Madam, apparently the head of the service unit. She stated that since the service personnel reside in distant locations, they are unable to attend to service requests in the evening. When I questioned this in light of the app displaying time slots till 9:00 PM IST, she promised to return my call. Unfortunately, her call came from what appears to be a virtual number, which I am unable to call back.

I am left with several questions that demand immediate clarification:

Why does the Eureka Forbes app offer service booking slots till 9:00 PM IST if the local team does not honor them?

Why is there a discrepancy between what your app promises and what the ground team delivers? Is the service department operating independently from the organization’s published policies?

What is the true value of a ‘Gold AMC’ if timely and committed service cannot be ensured, especially in urgent situations involving elderly customers?

This experience reflects a clear breakdown of process, communication, and customer commitment. I urge you to take immediate corrective action, not just to address this specific incident but also to review the systemic flaws that caused it.

I expect a written response at the earliest and a senior representative to ensure my service request is attended to tonight, as originally scheduled and promised via your app.

Yours Sincerely,
Gautam Chatterji