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
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