I am writing to formally escalate an issue concerning the Annual Maintenance Contract (AMC) I have with your agency, which has not been honoured as agreed. I entered a two-year AMC with your agency for the sum of INR 12, 000, which included the replacement of filters twice within this period.
Despite the terms of the contract, the filters have not been changed even once. Your agency claimed that the filters were changed in 2023; however, this was only after numerous calls and escalations that I was coerced into accepting this false claim. Technicians merely cleaned the inside tank, obtained a customer satisfaction code, and falsely updated the records to indicate that filters were changed.
Furthermore, the second filter change was due in March, but no technician visited. I have been registering the complaint since Feb 4th 2025 and no one had taken the ticket, I had to keep rescheduling the request. Finally
Now, as the AMC has expired, I am being asked to pay for the filter replacements and service charges, which is utterly unacceptable.
These actions constitute a serious breach of trust and service standards. Your agency’s practices are detrimental to the reputation of your product and company, which previously had my high regard. I am deeply dissatisfied with this dishonest service and request immediate action to rectify the situation.
I expect the filters to be replaced under the terms of the AMC without any additional charges. This is a matter of my hard-earned money and I cannot allow this agency to exploit its customers.
Please address this matter urgently and provide a resolution. I look forward to your prompt response.
Thank you for your attention to this serious issue.
Sincerely,
Archana NV
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