Dear Livpure Customer Support Team,
I am writing to formally escalate my complaint regarding the Livpure RO that I recently rented. It has been 5 days since installation, but the water TDS issue has still not been resolved.
I have raised multiple complaints with your customer care team. Although I received calls regarding the complaint, no proper solution has been provided so far.
Yesterday, I received a call from a service engineer named Rehman from Zakir Nagar, who informed me that he would visit in the evening to resolve the issue. However, when I called him later, he informed me that he had taken leave and would not be coming. This is extremely disappointing and shows a complete lack of coordination and professionalism.
I am also a working professional and remain at work until 7:00 PM. I had already taken one day of leave specifically to get this issue resolved, but despite that, the problem remains unresolved. It is not reasonable for me to keep taking leave because your service team is unable to provide a confirmed and reliable appointment.
I request Livpure to please:
Arrange a technician visit at a confirmed time after 7:00 PM, or provide a suitable alternative that does not require me to take another leave.
Properly inspect the RO and resolve the TDS issue permanently.
Provide me with an update on the complaint and expected resolution time.
If the RO cannot provide the promised/required water quality, please arrange a replacement or cancellation/refund as per your rental terms.
I am extremely disappointed with the service experience so far. Renting a water purifier should provide convenience, but instead I have had to repeatedly follow up, raise complaints, take leave from work, and still have an unresolved issue after 5 days.
This is a very poor customer service experience, and I expect this complaint to be escalated to the concerned senior team for immediate resolution.
Please treat this matter as urgent and confirm the technician's visit timing at the earliest.
Regards,
Irfan Ahmad
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This is to bring to your immediate notice the severe deficiency in service, gross negligence, and endangerment of health caused by Livpure concerning my RO water purifier (Service Request No.: JS-[protected]). Despite raising the issue on 22 August 2026, your team has failed to resolve a critical biological contamination issue, marking complaints as "completed" without any service visit.
This conduct violates the terms of the contract, the Consumer Protection Act, 2019, and the fundamental right to safe drinking water.
2. Facts of the Case
a) I raised Service Request No. JS-[protected] on 22 August 2026 regarding a severe issue with my Livpure RO unit.
b) As demonstrated in the photographic evidence attached, the water storage tank is infested with green algae/biofilm. This is a severe biological hazard that has made the water unfit for consumption.
c) For the past 10 days, I have been repeatedly assured by your customer service representatives that a technician would visit within 24 hours. No technician has arrived.
d) Furthermore, while my issue remains unresolved, the service ticket has been arbitrarily marked as "Completed" on the app. When attempting to raise a new ticket, the system erroneously claims a ticket already exists, effectively blocking me from seeking a resolution .
e) I am currently forced to purchase bottled water for my family at my own expense, due entirely to your inaction and incompetence.
3. Grounds for Complaint
The actions of Livpure amount to:
a) Deficiency in Service: Failure to provide timely service and resolution despite repeated follow-ups for over 10 days .
b) Unfair Trade Practice: False promises of resolution ("within 24 hours") and marking tickets as "completed" without any service visit to evade responsibility .
c) Negligence and Endangerment of Health: Allowing a consumer to unknowingly consume biologically contaminated water poses a direct and serious health hazard .
4. Reliefs Sought
I hereby demand the following immediate actions:
a) Immediate Service Visit: Send a qualified technician to my residence for a thorough inspection, full sanitization of the water tank, and mandatory replacement of all contaminated filters.
b) Written Explanation: Provide a written explanation for the gross negligence, the closure of tickets without resolution, and why this hazardous situation was allowed to persist for so long.
c) Compensation: Reimburse me for the expenses incurred on bottled water (for the last 10 days) and provide compensation for the mental harassment and health risk caused by your deficiency in service.
I request you to treat this as my final notice. If my demands are not met within 2 days of receiving this complaint, I will be left with no choice but to escalate this matter to the National Consumer Helpline (NCH), the District Consumer Disputes Redressal Commission, and the Ministry of Consumer Affairs, while also taking legal action for damages.
Kindly acknowledge receipt of this complaint and provide a concrete plan of action.
Sincerely,
Mahima Chaudhary