Narwal RetailEZ Pvt Ltd - Complaint Regarding Misleading Service Claims and NonAvailability of AfterSales Support for Narwal C

I purchased a cleaning robot from Narwal through Amazon India in **** for approximately ₹*,**,***. Within two years, the product started facing multiple issues, and I raised a service request for support. Narwal, as listed on Amazon.in, claims to have more than *** service centers across India. However, despite repeated follow-ups, no service engineer has been assigned or visited, and the company has now stated that they do not have engineers available to provide support.

Amazon India, as the marketplace platform facilitating these sales, cannot ignore misleading claims made by sellers regarding after-sales support and service infrastructure. Such representations directly influence customer purchase decisions, and therefore both the seller and the platform share responsibility for ensuring accurate information and consumer protection.

While the product may officially carry a one-year warranty, a premium appliance costing ₹* lakh is reasonably expected to function reliably for several years, with proper service support and spare parts availability. Unfortunately, the lack of after-sales support has effectively rendered the product unusable, causing significant financial loss to the consumer.

This raises serious concerns about accountability among overseas manufacturers, local distributors, and online marketplaces operating in India, where consumers are often left without effective support or resolution despite paying premium prices.