| Address: Bangalore |
| Website: www.livpuresmart.com |
Subject: Urgent – Breach of Service Standards and Refund Request under Consumer Protection Act
To: LivPure Smart Home Customer Care
Dear LivPure Team,
I am writing to formally register my strong protest against the continued failure to replace or repair my malfunctioning RO machine, despite repeated assurances from your customer care representatives. The machine has been in service for over six years and is now frequently breaking down, producing poor-quality water that has led to health concerns.
Despite raising a service ticket and waiting patiently for nearly a month, your team has neither replaced the machine nor provided the promised corrective action. Instead, the ticket was closed unilaterally without resolving the underlying issue. This constitutes a clear breach of service obligations and consumer trust.
Given the hardness of Bangalore water and the age of the machine, it is evident that the equipment has lived its service life. Your refusal to replace the unit or provide genuine parts has forced us to purchase water externally, incurring additional costs.
Under the Consumer Protection Act, 2019, this amounts to deficiency in service and unfair trade practice, as the product fails to deliver the promised quality and your team has neglected to provide timely redressal.
I therefore demand the following immediate actions:
Cancellation of the subscription linked to the defective machine.
Refund of the proportionate amount for the period during which the machine has remained non-functional.
Written confirmation of the above within seven working days, failing which I will be constrained to escalate this matter to the Consumer Disputes Redressal Commission and relevant authorities.
Your prompt attention to this matter will help avoid further escalation and restore some measure of trust.
Sincerely,
Rajesh Kumar Payyur
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