EurekaForbes.com — Escalation: Pending Filter Replacement Under AMC and Improper Closure of Service Request

I am extremely disappointed with the way my issue has been handled so far. Despite multiple follow-ups over the past month, I have still not received any resolution.

To make matters worse, I received a call from the feedback team asking about my service experience even though the issue remains unresolved. This is completely unacceptable. Feedback should be requested only after the customer's issue has been resolved. Instead of resolving my complaint, I am repeatedly being contacted for feedback, which is causing unnecessary frustration.

As previously communicated, my 3-year AMC was valid until 20 August 2026, and I had one filter replacement remaining under the AMC. I raised a service request on 10 August 2026, well before the AMC expiry date, to avail the pending filter replacement.

The service request details are:

Ticket Number: W[protected]

However, this ticket was closed without my consent and without any confirmation from me that the issue had been resolved. I fail to understand how a service request can be closed solely based on statements from the service team without verifying the facts with the customer.

My concerns are as follows:

I had one filter replacement remaining under my AMC entitlement.
I raised the service request 10 days before the AMC expired.
The technician informed me that the system shows all three filters were already replaced.
The records indicate that the third filter was replaced in May 2026, but I never raised any service request during that period.
No technician visited my residence in May 2026, and no filter replacement was carried out.
If a filter replacement was genuinely performed, there should be a service request, technician visit records, and customer acknowledgment available for verification.
I would like AquaSure to explain how a filter replacement could have been marked as completed without any service request from my side and without any technician visiting my premises.

Now, after delaying the matter until after the AMC expiry date, I am being told that my AMC has expired and that I must pay for both the service and the filter replacement. This is completely unfair and unacceptable.

The delay has occurred entirely due to incorrect records and the failure of your internal teams to resolve the issue in a timely manner. I should not be penalized for this. Since I raised the service request before the AMC expiry date, I am fully entitled to receive the pending third filter replacement without any charges.

I request the following actions immediately:

Reopen and investigate Ticket No. W[protected].
Verify the alleged filter replacement recorded in May 2026.
Provide evidence of the service request, technician visit, and customer confirmation related to that replacement.
Arrange the pending third filter replacement under my AMC at no additional cost.
Ensure that no charges are demanded from me for a benefit that was already covered under my AMC.
Provide a clear written response and resolution at the earliest.
The issue has already been delayed for more than a month, and I expect an immediate resolution. If this matter is not resolved promptly, I will be forced to escalate it further through the appropriate consumer grievance channels.