sriinivasthanthri
New member
- Dealer Name
- Flipkart Internet Pvt Ltd
- Company Name
- Eureka Forbes Limited
- Product Name
- AQUAGUARD ENRICH NEXEN RO+UV Water Purifier
- Customer Care Number
- 070398 83333
- Loss Amount
- 11429
- Ratings
- Opposite Party Address
- B1/B2, 7th Floor, 701, Marathon Innova, Off Ganpatrao Kadam Marg, Lower Parel, Mumbai – 400013.
I purchased an AQUAGUARD ENRICH NEXEN RO+UV Water Purifier through Flipkart, relying on the reputation of Eureka Forbes. The product was delivered on 14 July 2026 and installed by an authorised Eureka Forbes technician on 15 July 2026.
Immediately after installation, the purifier started overflowing with water. The authorised technician revisited my residence, inspected the unit and confirmed that the sensor was defective and advised that the product be replaced.
What should have been a straightforward replacement of a defective product has instead turned into an extremely frustrating experience.
I initially approached Flipkart, but was directed to Eureka Forbes. Since then, I have contacted Eureka Forbes Customer Care more than 20–25 times. I subsequently escalated the matter to their Escalation Team, Grievance Officer, Case Managers and Senior Management.
Despite these repeated efforts, I have received nothing but assurances that the matter would be resolved within 4 hours, 12 hours, 24 hours, by the end of the day and subsequently within one business day. None of these commitments resulted in an actual resolution.
At various stages, I was informed that the replacement request was “under approval”. This is particularly unreasonable when the defect had already been identified by Eureka Forbes' own authorised technician and replacement had been recommended.
On 17 July 2026, Eureka Forbes informed me that my complaint had been marked “High Priority”, escalated to its specialised escalation team and that the matter would be resolved within 24 hours. That commitment was also not honoured.
I continued following up on 20 July, 24 July and 25 July, merely seeking an update on the replacement.
The matter was subsequently escalated to the Grievance Officer and different Case Managers. However, despite all these escalations, there was still no replacement, no definite timeline and no meaningful resolution.
I have also approached the National Consumer Helpline, but my complaint has remained “In Process” without any meaningful resolution.
Nature of the Grievance
My grievance is not merely that the product was defective. Manufacturing defects may occur.
My grievance is the gross deficiency in after-sales service and the unreasonable delay in resolving a defect that was confirmed by Eureka Forbes' own authorised technician.
I purchased the purifier because I had an immediate requirement for safe drinking water. I did not purchase a new product expecting to spend weeks repeatedly calling customer care, escalating complaints and chasing internal approvals.
The conduct of the Opposite Parties has caused me considerable inconvenience, frustration, loss of time and mental agony.
Relief Requested
I request that Eureka Forbes be directed to:
Immediately replace the defective AQUAGUARD ENRICH NEXEN RO+UV purifier with a brand-new, defect-free unit, or refund the entire purchase price;
Provide a written explanation for the unreasonable delay despite the defect being confirmed by its authorised technician;
Compensate me appropriately for the mental agony, inconvenience, harassment and loss of time caused by the prolonged failure to resolve the matter;
Reimburse any reasonable expenses incurred by me in pursuing the grievance; and
Provide any other relief considered appropriate under applicable consumer protection law.
I am submitting this complaint after exhausting the company's Customer Care, Escalation, Grievance Redressal and Senior Management channels. I have retained the complete invoice, installation/service records, emails, complaint correspondence, screenshots and other supporting evidence.
I therefore request urgent intervention and resolution.
Complainant:
Srinivas Thanthri
Mobile: 9148357170
Email: srinivasthanthri@gmail.com
Immediately after installation, the purifier started overflowing with water. The authorised technician revisited my residence, inspected the unit and confirmed that the sensor was defective and advised that the product be replaced.
What should have been a straightforward replacement of a defective product has instead turned into an extremely frustrating experience.
I initially approached Flipkart, but was directed to Eureka Forbes. Since then, I have contacted Eureka Forbes Customer Care more than 20–25 times. I subsequently escalated the matter to their Escalation Team, Grievance Officer, Case Managers and Senior Management.
Despite these repeated efforts, I have received nothing but assurances that the matter would be resolved within 4 hours, 12 hours, 24 hours, by the end of the day and subsequently within one business day. None of these commitments resulted in an actual resolution.
At various stages, I was informed that the replacement request was “under approval”. This is particularly unreasonable when the defect had already been identified by Eureka Forbes' own authorised technician and replacement had been recommended.
On 17 July 2026, Eureka Forbes informed me that my complaint had been marked “High Priority”, escalated to its specialised escalation team and that the matter would be resolved within 24 hours. That commitment was also not honoured.
I continued following up on 20 July, 24 July and 25 July, merely seeking an update on the replacement.
The matter was subsequently escalated to the Grievance Officer and different Case Managers. However, despite all these escalations, there was still no replacement, no definite timeline and no meaningful resolution.
I have also approached the National Consumer Helpline, but my complaint has remained “In Process” without any meaningful resolution.
Nature of the Grievance
My grievance is not merely that the product was defective. Manufacturing defects may occur.
My grievance is the gross deficiency in after-sales service and the unreasonable delay in resolving a defect that was confirmed by Eureka Forbes' own authorised technician.
I purchased the purifier because I had an immediate requirement for safe drinking water. I did not purchase a new product expecting to spend weeks repeatedly calling customer care, escalating complaints and chasing internal approvals.
The conduct of the Opposite Parties has caused me considerable inconvenience, frustration, loss of time and mental agony.
Relief Requested
I request that Eureka Forbes be directed to:
Immediately replace the defective AQUAGUARD ENRICH NEXEN RO+UV purifier with a brand-new, defect-free unit, or refund the entire purchase price;
Provide a written explanation for the unreasonable delay despite the defect being confirmed by its authorised technician;
Compensate me appropriately for the mental agony, inconvenience, harassment and loss of time caused by the prolonged failure to resolve the matter;
Reimburse any reasonable expenses incurred by me in pursuing the grievance; and
Provide any other relief considered appropriate under applicable consumer protection law.
I am submitting this complaint after exhausting the company's Customer Care, Escalation, Grievance Redressal and Senior Management channels. I have retained the complete invoice, installation/service records, emails, complaint correspondence, screenshots and other supporting evidence.
I therefore request urgent intervention and resolution.
Complainant:
Srinivas Thanthri
Mobile: 9148357170
Email: srinivasthanthri@gmail.com