| Name of Complainant | |
| Date of Complaint | May 19, 2023 |
| Name(s) of companies complained against | Aqua Ultra |
| Category of complaint | Utilities |
| Permanent link of complaint | Right click to copy link |
| Share your complaint on social media for wider reach | |
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Dear sir,
I have bought a Sophia RO+UV+Active Copper Water Purifier from Company called Aqua Ultra, here after called here as “Seller” online from their web site.
The Product delivered on 05.05.2023 night and Installation Request registered by seller itself automatically and I received message on next day.
Seller is supposed to make installation before 48 hrs. as they promised in their web site. The Seller did not do it or shared his Company Service guy contact details also.
I did not get any response from seller till 08.05.203, But after 48 Hrs., we have got installed with our well-known Local Technician and it started working for the first time and same time I sent message on 08.05.2023 also.
Then I tried to contact the Support No. 7870005005, given on website (Only One No given for contact and Seller never picks calls in this No,), did not picked at all for few times also and then I sent WhatsApp message on 08.05.2023, then I got response on 09.05.2023.
I found that water is slow and wastage is more, and tried to contact again seller support No 7870005005., same one, but again same thing, no body picks call in this No.
I have started to send WhatsApp messages about my problems, but I happened to wait for his one reply for 12 hrs. minimum at least.
I have started to request in mail id which they have given in website, [email protected], But same there also I happened to get response delayed like almost 12 hrs. minimum at least.
And I never get proper addressing my issues facing even I write those issues point by point. after 2-3 Trail mails, I got frustrated and raised by words again and again, But Seller used to just respond in only general statement and never replied for my queries.
Finally, I called his support service person and He said there is problem with RO Membrane, need to replace it, No TDS Adjuster valve here and need to put one, I asked him to replace on behalf of company and He said, He cannot do it since He is not attached to this Seller Company. Then I tried to make calls to the same No, 7870005005, (And that is the window to contact Seller for any issues), But, again same thing, Seller never picks calls. I tried for WhatsApp calls, same again, He never picks calls.
The Service guy who is provided by Seller went back without Repair.
And, I have written all these in mail again saying that about 1) TDS Adjuster Valve and RO Membrane Replacements to Seller.
But I got surprising reply saying that, we have damaged the RO Membrane by installing Purifier ourselves, where as we have not at all opened that, we hung on wall, connected all pipes and installed from qualified Technician, since Seller never responded in time and does not pick calls neither send service guy before 48 hrs.
According to his promised sentence in web site, Filters must work for one Year and then we must replace it. The product is supplied with Faulty RO Membrane and without TDS Adjuster Valve also.
When I claimed that through mails, The seller kept on saying that, please refer warranty, he is not responsible for damages (There is not damage happened to any of part inside the purifier, because we have not at all opened it.)
Today He is claiming again that, this product will not come with TDS Adjuster valve. whereas it is already written in we site that, It is with TDS Adjuster Valve.
Overall,
The Seller is cheating me by way of,
Delaying Response, Not picking calls when his Service guy present here also, not ready to abide by Warranty terms and conditions, not connecting by common bridge between his service guy, Consumer and himself, not addressing to mail in point by point of issues raised. by giving escaping answers in mail, making us frustrated by not giving replies in mail and WhatsApp in time and delaying hours together for one response back, to buy more time from us and delay the Replacement period also.
I have got cheated and frustrated by Seller and I am not able to use that Purifier and the money I have invested for this is simply dead now.
Over and all, the seller is cheating by not giving Phone support, not being transparent about communications with service guy and consumer.
The Seller Responses are always like below, more of general statement:
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11.05.2023, 8.25 PM
Dear Sir,
This is W.R.T My Order No. 76343 & Your Invoice No. MA2021/21837, Purifier delivered on 05.05.2023 But could not be installed from your person although we tried to reach you in WhatsApp and call. I never got response neither got any message also after sales regarding status of installation service, after installation request registered Automatically. and got very much delayed response when i tried to reach in WhatsApp message when there was no go for me. Never expected that, your customer service will be so bad and tough to reach you people.
after this I got installed with Local RO Technician, and Now it is taking 3 Hrs. to fill 11 Liters of water, water wastage is 1:6 times and our Old purified with old generation Technology, itself was taking 40 minutes to fill 10 Liters of water. I am regret to buy this as it is really not worth with Next Generation Technology.
How could you make us to use Local RO Technician who does not belongs to your company by creating a situation wherein I could not reach you and surrender to our own installation arrangement? Don’t you take it as granted that, your Product Name and service will be spoiled in the Market?
How could you be so negligent with Customer to Carry out Installation and service immediate after sale? If this is not carried out properly at buying stage How can a Customer trust your Product and trust your service. It will be like Hit & Run case Right?
And why your person in WhatsApp is asking to pay for Service when it is not at all completed one week where as it is under warranty for 12 month.
After sales, It becomes your responsibility to make the product start working Properly and then complete warranty period and then claim service charges after that Right?
Please find attached WhatsApp conversations with your customer care no. and attend the issue immediately.
With Best Regards
Annappa Bombale
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Received Response on 12.05.2023 4.09 PM
Dear Sir,
Greetings From Aqua Ultra!!!
We have already shared you technician details over your WhatsApp chat and via service request also , you can contact to the technician directly and fix the timings with them.
Incase the technician is not available you can contact us so we can share you alternate technician number
Important Links,
For Installation and service: https://aquaultra.in/services/ or scan QR code which is available on user manual and water purifier main unit.
Refund, Return & Warranty: https://aquaultra.in/warranty-policy/
Thank you for your Smooth Understanding.
Your Immediate Attention and Swift Response is highly Appreciated.
Thanks & Regards
Aqua Ultra Team.
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12.05.2023 4.43 PM
Sir,
Please note that, You haven’t shared technician Details after taking the request across SMS or what’s app
You had given Technician details on 10th of May, that too when I tried and succeeded to reach you in WhatsApp. But self request registered on 5th of May only, No body called or not Received any Technician Details in Mail or SMS.
And now you never addressed our query and concerns put in this mail trial.
Kindly address those concerns in full
Or else Ask your people to call me and discuss immediately
I am really fed up with this kind of communication and you are well planned to buy and waste 7 days replacement time in this way.
I don’t know how to get replacement now?
Please Make arrangement to address my concerns written in previous emails and WhatsApp also
With Best Regards
Annappa Bombale
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Received Response on 13.05.2023 5.52 PM
Dear Sir,
Greetings From Aqua Ultra!!!
Technician : babu 9738789808
we are not providing any type of free services or free installation along with the product , so the technician’s visit or installation will be provided on chargeable basis only .
we are providing 12 months of warranty on booster pump and power supply , rest of the filtration parts and other accessories does not included in the warranty .life of accessories and filtration parts depends on your usage and water quality.
if you get any issue in booster pump or power supply . kindly send the parts to “aquaultra” we will check and share you replacement for part .
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14.05.2023 10.29 AM
Dear Sir,
I have been insisting on installation since the first day of delivery and you have failed to attend in proper time. (All supporting communications attached in first mail trial) I Have Also Complained in WhatsApp about the Pump/Motor week Problem, You have not cared about anything. Now you are asking to send the Parts to your address.
If I had known that, I would have to take your product to your premises for Repair and Replacement, I could not have bought this Product. Where has it been mentioned on your website that we need to carry the Product or send the Product for Replacement?
Now Booster Pump is not lifting the water at all and I am not able to use the product.
I can not send products to your premises. In my whole lifetime I have bought about 100 Products of all Households. never sent any product to their premises.
Any Products that I have bought got repaired and replaced at my single call to our Doorstep.
By sending this kind of reply and giving this kind of support, you are asking me to throw the Product? Tell me what to do now? Are you still commanding that I have to carry this product for Replacement?
I would hereby insist you to be noted about that frustrated Consumer next steps after this kind of support.
With Best Regards
Annappa Bombale
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Received Response on 14.05.2023 11.33 AM
Dear Sir,
Greetings From Aqua Ultra!!!
We have already shared you technical details over WhatsApp and email also, if you get it installed by authorized technician, any issue does not created because they know the product better then the local technician, incase the technician is not responding or not visiting you can contact to us for alternate technician .
We have already mentioned for offsite warranty over smps and booster pump for 12M , which is mentioned over product page, user manual and warranty policies over website as well.
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14.05.2023 12.58 PM
Dear sir,
While being shared Details to me in WhatsApp, It has been delayed and How long we should wait?
Delivered on 05.05.2023, But Details Received on 10.05.2023, Wednesday,
We have got it installed by Local Technician after waiting for 48 Hrs., when we couldn’t get Response from your side in time even we tried to call.
I had to go for Local Technician Because of your Response in this aspect.
Now, Booster Pump is not lifting Required Amount of water in my opinion. Purified water is coming in drop drop after it worked for installation for 2 Days.
Received Response on 15.05.2023 11.44 AM
Dear Sir,
Greetings From Aqua Ultra!!!
Technical team details are also mentioned in user manual , and as you have contacted us we have shared you details of technician also.
Kindly get it properly installed with authorized technician your issue will be resolved , because we ship the products after QC check, and motor can not be defect with this short period.
If the motor is not used without water supply , the motor can not be defected.
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16.05.2023 11.25 PM
Dear Sir,
As I said, It has been worked and working also.
Since you haven’t understood about, How the Booster Pump week and not consistent, I am going to explain here..
For the First time when I switch on, Purified water falling drop and it is falling continuously. This will go for 10 to 20 minutes hardly.
And then, it Starts falling drop by drop further after 20 minutes.
If I Switch of for 20 minutes, and then again if I start Purifier, Repeats Same Cycle. Hope you are understanding the in consistency of Booster Pump.
I am able to find this issue now, Since it was taking more time to Fill Tank and waste more water.
For your information, I am storing waste water in can and visualizing also, time taken for filling waste water can is always, almost consistent and Purified water storage will be less Since Because of Repeated Cycles as explained above.
Kindly attend this Issue, Otherwise I can not use this Purifier.
I hope I have convinced you in this Regards.
We buy this because of Competitive Price, But If we happened spend again Extra Money for all these replacement, Transportation charges and our time with this ( Time is Money again), We proudly feel that, better go for Popular brand which is consistent in Market by spending same extra money, so that we can save our time.
I hope I am able to convince and helped to feed some Inputs also.
If you need Videos, I can send also, Since This is happening daily since it is installed.
With Best Regards
Annappa Bombale
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Received Response on 17.05.2023 5.30 PM
Dear Sir,
Greetings From Aqua Ultra!!!
The slow water flow does not means the fault of motor only , if any filter is choked then it can be also possible , for troubleshoot you must have to contact the technician , after examine all the filters they can share you updation of faulty part,
Kindly refer warranty policies for the same
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18.05.2023 4.42 PM
Dear Sir,
1. Your Technician visited and checked the Problem, It is a problem with RO Membrane, It is not functioning properly. Your Technician did not replace it and said you should get it from Company only. So Please find attached Videos here one is with RO Membrane which has come with your Product and one more Video is with RO Membrane which has been installed from your Technician to find the problem. This is proved that Your Product supplied with Faulty RO Membrane.
2. And, There is no TDS Adjuster in this, as your Technical Specifications in Product says that It will be with TDS Adjuster Valve and RO Membrane is imported 1812-80 GPD Imported TFC Membrane. I was surprised to see this without TDS Adjuster Valve and installed with Faulty RO Membrane, Your Web site.
3. I have attached snapshots captured from your Website Technical Specifications related to it.
4. To explain this and to make a conference call with your Technician, I have tried to call a few times and sent messages on WhatsApp also. But I did not get your response at all, So I am writing this now here.
5. Kindly arrange the New Part which works properly along with the TDS Adjuster Valve and ask your Technician (another Technician) to install it. And we will not call your Technician, Please make sure that you arrange a call from your Technician this time with Proper Guidelines, Visiting / Service charges if Product gets repaired and starts working properly only.
6. Please Note that, assign another Technician this time since this Technician did not respond properly and not a professional and was about to damage the Product, If It happened it would have been a Big loss for me. When I ask him about this, He is speaking rudely to me also.
7. I do not know how to explain my Inconvenience after buying this, Just within 10 days, we found that you have supplied a Faulty RO Membrane with this Product.
8. What kind of Professional Product is this, when You all said that, Quality check will be done carefully before dispatching the Product.
9. How do we trust all of your other Filters / Membranes are original and work properly? why you are creating these kind of In-consistent Product and supplying in Market sir by branding is such a way that, they are good?
10. We hope that you all address the concerns mentioned above one by one properly and professionally.
With Best Regards
Annappa Bombale
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Received Response on 18.05.2023 7.57 PM
Dear Sir,
Greetings From Aqua Ultra!!!
We are not responsible for any damage / defect done by any other technician , you have to get it properly installed with help of authorized technician only, incase of defect they replace the part on the spot during installation.
The part will not replaced or the whole unit will not replaced or refunded as it has been defected during installation.
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18.05.2023 8.34 PM
Dear Sir,
What sort of claim from your side is this sir?
Here No Damage happened. Please do not talk about Damages of Technical Parts inside. We dont open & hit them by Hammer. And as your Terms, you can not replace it if Pack is opened. Should we see damages on X-Ray Machines? what way you are claiming I do not understand.
Your so- called RO Membrane is not functioning properly, Because it is defective in your product itself. Could you just tell me how it can be damaged by us? We have not opened or repaired your Product while installing. It is installed and connected with Pre-Filter and hung on the wall and then started.
I am insisting on slow water since it was installed and the next day itself.
Why should we open the product when it is started to purify the Water?
Problem here is Purified water is slow because of your defective part inside and that we came to know today with your Technician.
There are 4-5 Filters/Membranes inside as I saw today when your Technician opened it.Your Technician only opened this and He do not want to communicate with you. Then from whom I should justify that it is not working properly.
That too,
Today I helped to open the Product to him, Otherwise He could have broken the Latch of Back cover. Do you know about that? How do I justify it? Because I have invested in this and I know the Pain.
Please write back to the customer carefully because he is the investor and He will not damage the product. You have not given him any insurance for this to damage or fire it out and claim.
Suppose If he broke the Latches, That time also you say the same thing? You are not responsible for Mistake Right? Because Your Technician do not want to contact you and He says it is not his responsibility to contact you. He him self do not want to justify it to you and you do not want to pick up call when he is here, and you don’t understand also when we raise concern with Videos also.
Kindly let me know how Membrane/Filters can be damaged by us within 10 days, when it is very slow from Second day of installation itself? you think I will hit it by Hammer or what?
Respected Sir, I have been using a Purifier for 15 Years and I got it repaired many times also.
When you make the mistake of sharing your technician Contact details for 5 days? you think I should keep quiet ?
You have already mentioned that, we can install it by Local Technician. Then We followed that when you were delayed sharing contact details.
Please prove to me that you have shared Contact details immediately after self registration for installation.
I don’t think you are understanding sequences properly.
You are denying Each and every justification we give from starting since you are not available in Bangalore and getting it done by some third class Technicians who Do not know how to open the Product also.
Where is an Authorised Technician from your side? You both do not want to communicate and are not transparent. No Coordination between your Service Technicians. You are making a customer sandwich between both of you.
Whole Process of buying this Product with you and getting service is like a HIT AND RUN case Now. There is cheating online like this I never expected.
Where is the TDS Adjuster here? you are not talking about this and why? You are cheating customers like this ?
Now you must say that, I have stolen your TDS Adjuster Valve Right?
Please Make sure that This product works with Properly.
Send following Parts to us since you have supplied Defective Parts.
1. RO Membrane
2. TDS Adjuster Valve.
With Best Regards
Annappa Bombale
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Received Response on 19.05.2023 11.46 PM
Dear Sir,
Greetings From Aqua Ultra!!!
We have already shared you resolution for your related query in previous mails kindly refer it .
This purifier does not come with manual TDS controller, the membrane which is installed will remove 90-95% TDS from raw water
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19.05.2023 12.06 PM
Dear Sir,
Please address below Points
1. Technician Details are not shared within 48 hrs or Nobody came to install on behalf of Company, why?
Due to this we installed ourselves with our own arrangement, Please do not blame or claim anything upon this. Please note down promised sentences from your web site to the Public and address Honestly that.
How To Book Installation & Service Installation request auto generate within 12 hours after delivery and you have received information of installation-person via text SMS. For more details about installation Visit SERVICE option, or scan the QR code available on water purifier unit, PAN India service centers details also available in user manuals.
Warranty 12-month warranty on power supply and booster pump(motor) filter part is consumable and must replace after 1 year.
That means All filters should work for at least one year, No 10 days only, I am coming back to you.
2. Please note down about TDS Adjuster Valve which is promised to the public in your website below at Two Two Place below.
1st Stage** Pre-Filter 10″ Spun dust and other visible particle from water.
2nd stage** Sediment Filtration: removes suspended particles, dust and other visible particle from water.
3th Stage** Activated Carbon: removes chlorine, chlorine smell and restore the natural color of the water.
4th Stage** TDS Adjuster valve: manage manual TDS of Water
5th Stage ** RO Membrane: removes hardness of the water, filter out other impurities of the water.
6th Stage** 24V UV LED It Provides Double Protection to the purified water kills bacteria & viruses.
7thcStage** Ultrafiltration membrane filtration (UF) is a low pressure membrane process for water treatment that is designed to remove turbidity causing particles including those comprised of suspended solids, bacteria, colloidal matter and proteins.
8th Stage** presenting Presenting copper filter range of water purifier that bring together goodness of copper 3 micronutrients. active copper with mix effect instantly infuses copper irons into the water. the max effect release not only copper but optimum amount of other micronutrients like magnesium, copper and Zink.
superior design and advanced technology is what best defines Aqua Ultra RO+UV with active copper technology Water Purifier. It delivers optimum purification through its dual RO+UV technology. “Taste Adjuster” ensures that the consumer gets sweet tasting water irrespective of the source of water. Its Active Copper Technology provides Goodness of Copper in water and Mineral Guard technology retains natural essential minerals present in water. Built to purify water from multiple sources, this water purifier is not only technologically advanced but also guaranteed to beautify your kitchen making it a marvel for family & guests.
Then why are you claiming that, This product will not come with a TDS Adjuster valve now? Please address Honestly.
3. Why is there no Coordination between your Technician and customer at a glance? Why are you not picking customer calls when we call? Please address it honestly. To whom I should contact if There is no Company representative addressing problems here?
4. Why does your Technician do not want to take responsibility for justifying the part defected (in front of him) and replacing parts with the company, If he belongs to your company? Address it Honestly.
5. Why are you not taking responsibility for your product even if it is not yet completed 10 days at our place and justified that it has come with defective parts.
We will not be responsible for this If you do not support service and intact with consumers and your Company Technician.
6. Why are you running from Core issues of consumer when we explain problems happening in sequence.
Please Address above issues Point by point and do not make general statements as made in previous mails. I need Point by Point by answers for these and justifications. Otherwise, As a consumer I will have to take the next step for this.
With Best Regards
Annappa Bombale
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Kindly give me the justice after all these Mail trials, I have fed up and mentally disturbed and do not know how to talk to this Seller.
Thanks and Regards
Annappa Bombale
