01/09/2026
Godrej Appliances Department of Consumer Affairs, Government of India
Dear Sir/Madam,
Subject: Urgent Complaint Regarding Non-Performance of Annual Maintenance Contract – Application No. 150944
I am writing to lodge a formal complaint regarding the extremely poor and unacceptable service being provided under the Annual Maintenance Contract (AMC) taken by us for our fully automatic washing machine.
The details of the AMC are as follows:
- AMC Application No.: 150944
- Date of Application: 04/06/2024
- AMC Start Date: 20/06/2024
- AMC Valid Up To: 19/06/2027
- AMC Amount Paid: ₹6,421/-
- Payment: Cheque No. 004114
- Bank: ICICI Bank
- Cheque Date: 04/06/2024
We have been using the washing machine without any problem for a considerable period. However, the machine has now developed a fault and has stopped functioning properly. Since the machine is covered under the above-mentioned AMC, we immediately contacted the company and lodged complaints requesting that the fault be inspected and repaired.
Unfortunately, despite making several complaints and repeated attempts to contact the concerned service personnel, no effective action has been taken so far. What is even more disappointing is that the concerned persons either do not respond to our calls or simply do not bother to attend to the complaint. Repeated reminders have also failed to produce any meaningful response.
This kind of treatment is highly disappointing, particularly from a reputed brand like Godrej Appliances, from whom a customer naturally expects dependable after-sales service and proper adherence to the commitments made under an AMC.
An AMC is not merely a document or a payment receipt. It represents a service commitment by the company to attend to breakdowns and provide the necessary repair/service during the validity period. Having paid ₹6,421/- for a three-year AMC, we are fully entitled to expect prompt and satisfactory service whenever the machine develops a fault.
The present situation amounts to a serious failure in providing the service for which the AMC charges have already been paid. It is unreasonable for a customer to repeatedly lodge complaints, make telephone calls and send reminders, while the service provider fails to take even the basic step of arranging a technician visit to diagnose and rectify the problem.
I therefore request you to treat this letter as a formal escalation of my complaint and take immediate action.
I request you to do either of the following:
1. Arrange an immediate visit by a competent authorised technician to inspect the washing machine, identify the fault and repair it at the earliest, strictly under the terms and conditions of the AMC; OR
2. If Godrej Appliances is unable or unwilling to honour the AMC commitment, refund the entire AMC amount of ₹6,421/- paid by me.
I expect the matter to be resolved without any further delay. Please also provide me with the complaint/service request number and confirm in writing the date by which the technician will visit and the repair will be completed.
I would like to make it absolutely clear that repeatedly lodging complaints without actually providing service is not an acceptable resolution. The purpose of purchasing an AMC is precisely to ensure that the customer receives timely assistance in the event of a breakdown.
I sincerely hope that the matter will be looked into by a senior officer immediately and that appropriate instructions will be issued to the concerned service team to attend to the washing machine and resolve the problem without any further inconvenience to us.
However, if no immediate and satisfactory action is taken, I will be left with no alternative but to seek appropriate redressal before the Consumer Commission/Consumer Court for deficiency in service and any other relief available to me under applicable consumer law, including reimbursement/refund and compensation for the inconvenience and harassment caused to me.
I would prefer to resolve this matter amicably and without initiating legal proceedings. I therefore request Godrej Appliances to demonstrate the level of customer service expected from a reputed brand and resolve this complaint immediately.
Kindly acknowledge receipt of this complaint and confirm the action being taken at the earliest.
Regards,
Ramakant Mahawar
B.Com (Hons), LLB, ACMA
AMC Application No.: 150944
AMC Validity: 20/06/2024 to 19/06/2027
