Water Purifier AMC renewal issue

[Vasudeva Reddy]

Dealer Name

Eureka Forbes Limited

Company Name

Eureka Forbes Limited

Product Name

AQUAGUARD RITZ RO+UV+MTDS+SS

Customer Care Number

7039883333

Loss Amount

11699

Ratings

1.00 star(s)

I would like to bring to your attention an issue regarding my Aquaguard Ritz water purifier AMC renewal and request your immediate assistance in processing a refund.
My existing AMC expired on 14th April. On the same day, I purchased a Basic AMC plan for ₹799 through the mobile application and booked a service request. My expectation was that a technician would visit, inspect the purifier, and resolve any issues if possible.
Later that day, a technician named Rahul (Contact: 7659857875) visited and inspected the purifier. He informed me that the filters needed replacement and suggested upgrading to the Gold AMC plan, costing ₹11,699. Based on his recommendation, I agreed and made the payment through a link he shared.
After the payment, he informed me that since I had already purchased the Basic AMC, the Gold AMC would take approximately two days to reflect in the system and replace the Basic plan. However, even after waiting for two days, there was no update in the application.
When I followed up with Rahul, he stated that he was not responsible and advised me to contact his supervisor, Sreedhar (Contact: 9030051414). I reached out to Sreedhar, who assured me that he would look into the matter. However, despite repeated follow-ups over several days, I was only informed that the issue had been escalated to the finance team and was awaiting their response.
Subsequently, I requested cancellation of the Gold AMC and a refund. I was informed that the cancellation would be processed and the refund would be credited within one week. However, even after waiting for more than 10 days, I have not received the refund.
I have attempted to contact both Rahul and Sreedhar multiple times, but have not received any response. I also contacted customer care several times. Each time, I had to explain the issue from the beginning, and I was informed that I would receive a callback. Although I received some calls from Eureka Forbes, they were marked as spam and unfortunately missed.
Despite daily follow-ups with customer care, the issue remains unresolved. Additionally, I was informed that the issue is marked as “resolved” in the system, and no history is available, which is concerning.
I personally visited the Eureka Forbes Hyderabad branch office and lodged a complaint regarding this issue. Despite raising the matter directly at the branch, no action has been taken and no resolution has been provided.
• It has been more than one month since I requested the cancellation and refund. During this period, I have made numerous follow-up calls to the branch office, customer care, and concerned personnel, but I have not received any concrete update regarding the status of my refund.
• The continuous delay, lack of communication, and failure to provide a resolution have caused significant inconvenience and frustration.
• Despite multiple assurances from Eureka Forbes representatives that the matter would be resolved shortly, no refund has been processed and no clear timeline has been provided.
• I believe this constitutes a deficiency in service and unfair customer support practices, as I have neither received the AMC benefits nor the promised refund.
• I therefore request immediate intervention to process my refund of ₹11,699 along with a written confirmation of the cancellation and refund status.