sriinivasthanthri
New member
- Dealer Name
- Flipkart Internet Pvt Ltd
- Company Name
- Eureka Forbes
- Product Name
- AQUAGUARD ENRICH NEXEN RO+UV Water Purifier
- Customer Care Number
- 070398 83333
- Loss Amount
- 11429
- Ratings
Dear Sir/Madam,
I write this email with a deep sense of helplessness and disappointment.
I have always believed that the consumer protection framework in our country exists to safeguard the interests of consumers against unfair trade practices and deficient services. Unfortunately, my experience over the last fifteen days has left me questioning whether an ordinary consumer has any effective remedy at all.
I purchased an AQUAGUARD ENRICH NEXEN RO+UV Water Purifier through Flipkart. The product was delivered on 14th July 2026 and installed by Eureka Forbes' authorized technician on 15th July 2026. Immediately upon installation, the purifier started overflowing with water. Eureka Forbes' own authorized technician inspected the unit, confirmed that the sensor was defective, and unequivocally recommended that the product be replaced.
From that day onwards, I have done everything that a responsible consumer is expected to do.
I contacted Flipkart, who directed me to Eureka Forbes.
I contacted Eureka Forbes Customer Care more than 20–25 times.
I escalated the matter to their Escalation Team.
I approached their Grievance Officer.
I was assigned multiple Case Managers.
I wrote to their senior management and CEO.
I have preserved every email and communication.
Despite all these efforts, I continue to receive only one response—that my replacement request is "under approval." No one is willing to explain why a replacement requires endless approvals when Eureka Forbes' own authorized technician has already confirmed the product to be defective.
What is even more distressing is that I also approached the National Consumer Helpline, believing that it would provide timely assistance. However, my complaint has remained in "In Process" status for several days without any meaningful progress or intervention.
At this stage, I genuinely feel abandoned by every mechanism that is supposed to protect consumers.
My grievance is no longer limited to receiving a defective product. Manufacturing defects can occur. My grievance is against the complete failure of the after-sales support system and the repeated false assurances given to me over the past fifteen days. I have been promised resolution within 4 hours, 12 hours, 24 hours, by the end of the day, and one business day, but not a single commitment has been honoured.
I purchased this water purifier because I had an immediate need for safe drinking water. Instead of using the product, I have spent the last fifteen days making phone calls, writing emails, waiting for approvals, and chasing different departments within Eureka Forbes. The inconvenience, frustration, and mental agony caused by this experience are beyond words.
I respectfully ask:
If a consumer, despite possessing clear evidence, a confirmed manufacturing defect, and written admissions from the company, is still unable to obtain a simple replacement, where should such a consumer go?
I therefore request the National Consumer Helpline and the Central Consumer Protection Authority to kindly examine my grievance and intervene appropriately. I also request that my complaint be treated not merely as an individual dispute but as an illustration of the manner in which a large company can keep a consumer waiting indefinitely through repeated assurances and internal procedures, without providing any actual resolution.
I have exhausted every avenue available to me. I now look towards your offices as my last hope before I am compelled to initiate proceedings before the Consumer Disputes Redressal Commission.
I am attaching the Invoice and mail corresspondences with Eureka Forbes for your kind reference.
I sincerely request your urgent intervention in the interest of justice and consumer protection.
Thank you.
Yours faithfully,
Srinivas Thanthri
Mobile: +91 91483 57170
Email: srinivasthanthri@gmail.com
I write this email with a deep sense of helplessness and disappointment.
I have always believed that the consumer protection framework in our country exists to safeguard the interests of consumers against unfair trade practices and deficient services. Unfortunately, my experience over the last fifteen days has left me questioning whether an ordinary consumer has any effective remedy at all.
I purchased an AQUAGUARD ENRICH NEXEN RO+UV Water Purifier through Flipkart. The product was delivered on 14th July 2026 and installed by Eureka Forbes' authorized technician on 15th July 2026. Immediately upon installation, the purifier started overflowing with water. Eureka Forbes' own authorized technician inspected the unit, confirmed that the sensor was defective, and unequivocally recommended that the product be replaced.
From that day onwards, I have done everything that a responsible consumer is expected to do.
I contacted Flipkart, who directed me to Eureka Forbes.
I contacted Eureka Forbes Customer Care more than 20–25 times.
I escalated the matter to their Escalation Team.
I approached their Grievance Officer.
I was assigned multiple Case Managers.
I wrote to their senior management and CEO.
I have preserved every email and communication.
Despite all these efforts, I continue to receive only one response—that my replacement request is "under approval." No one is willing to explain why a replacement requires endless approvals when Eureka Forbes' own authorized technician has already confirmed the product to be defective.
What is even more distressing is that I also approached the National Consumer Helpline, believing that it would provide timely assistance. However, my complaint has remained in "In Process" status for several days without any meaningful progress or intervention.
At this stage, I genuinely feel abandoned by every mechanism that is supposed to protect consumers.
My grievance is no longer limited to receiving a defective product. Manufacturing defects can occur. My grievance is against the complete failure of the after-sales support system and the repeated false assurances given to me over the past fifteen days. I have been promised resolution within 4 hours, 12 hours, 24 hours, by the end of the day, and one business day, but not a single commitment has been honoured.
I purchased this water purifier because I had an immediate need for safe drinking water. Instead of using the product, I have spent the last fifteen days making phone calls, writing emails, waiting for approvals, and chasing different departments within Eureka Forbes. The inconvenience, frustration, and mental agony caused by this experience are beyond words.
I respectfully ask:
If a consumer, despite possessing clear evidence, a confirmed manufacturing defect, and written admissions from the company, is still unable to obtain a simple replacement, where should such a consumer go?
I therefore request the National Consumer Helpline and the Central Consumer Protection Authority to kindly examine my grievance and intervene appropriately. I also request that my complaint be treated not merely as an individual dispute but as an illustration of the manner in which a large company can keep a consumer waiting indefinitely through repeated assurances and internal procedures, without providing any actual resolution.
I have exhausted every avenue available to me. I now look towards your offices as my last hope before I am compelled to initiate proceedings before the Consumer Disputes Redressal Commission.
I am attaching the Invoice and mail corresspondences with Eureka Forbes for your kind reference.
I sincerely request your urgent intervention in the interest of justice and consumer protection.
Thank you.
Yours faithfully,
Srinivas Thanthri
Mobile: +91 91483 57170
Email: srinivasthanthri@gmail.com