I am writing to express my extreme dissatisfaction and frustration
with the AO Smith Z9 water purifier I purchased approximately 9-10
months ago. The recent experience I have had with this product and
your customer service has been nothing short of appalling, and I
demand immediate and effective action.
A few days ago, we discovered a fly inside the tank of the water
purifier. This was concerning enough, but when your customer care
executive came to inspect the unit, he found hundreds—if not 500—ants
inside the water tank. This is utterly unacceptable for a product that
is supposed to provide clean and safe drinking water.
However, the worst part of this ordeal has been your response to the
issue. The technician who was sent to "resolve" the problem merely
cleaned the unit superficially and applied some tape. This was clearly
an inadequate solution, as the very next day we observed that the ants
had returned. This indicates a fundamental flaw in the product’s
design or a failure in the initial installation, allowing insects to
infiltrate the purifier.
The poor quality of both the product and the service we have received
is unacceptable. Here are the specifics of our grievances:
- Initial Discovery: A fly was found inside the water tank,
indicating the purifier is not secure against contaminants.
- Massive Ant Infestation: The discovery of hundreds of ants inside
the purifier tank is a serious health hazard.
- Inadequate Response: The technician merely applied tape and did
not provide a permanent solution, showing a lack of commitment to
resolving the issue.
- Reoccurrence of the Problem: The return of ants the very next day
proves that the so-called "fix" was ineffective.
We expect AO Smith to uphold its reputation for quality and customer
satisfaction. As it stands, this product is a health risk and an
embarrassment to your brand. Therefore, I demand the following actions
be taken immediately:
- A thorough and permanent resolution to the ant infestation problem,
ensuring no further contamination of our water supply.
- A comprehensive inspection of the unit by a senior technician who
can provide a more effective solution.
- Replacement of any defective parts or, if necessary, the entire
unit to ensure this issue does not recur.
- A formal apology and explanation for the poor service we have
received thus far.
Failure to address these issues promptly and adequately will leave us
with no choice but to escalate this matter to higher authorities,
including consumer protection agencies, consumer court and public
forums, to seek redress and warn other potential customers about the
risks associated with your products.
I expect a response within 48 hours of receipt of this email,
detailing how you intend to resolve this matter.
Attaching video clip showing ants, mosquitos, eggs, cockroaches in the
water tank.