HUL Pureit Marvella RO Water Purifier

Barring the high cost for a water purifier, the Purifier seems to be a good buy. However, I am disappointed at their after sales service. Its been almost a week since, I contacted the HUL call center to send the technician to my place to replace the CSF Kit. All i receive from their end is assurances that " We have noted your complaint on high priority basis and would be sending the technician to your place within 3 working days. God knows, what the Customer support executives understand about a decent after sales service. I called up the local service agency only to hear a flimsy reason from his end.

First things first - this is not a review about Flipkart's quality of service. Flipkart has been, and continues to be, impeccable about its timelines and quality of product delivered.

This is about HUL and their incandescent marketing genius.

I purchased the Pureit Marvella RO water purifier from Flipkart because we decided we wanted a new water purifier, and this particular product seemed to be the best available. Flipkart was also offering it at a price that seemed reasonable, and I went ahead and purchased it online.

As expected, Flipkart delivered it within 3-4 days. The website made it clear that the installation would be done by the HUL representative after a call was made to them. I made the call, and was told a technician would come and install the product within two days. This is where the fun and games start.

The technician came and checked the water purity at our home - this is done by checking the Total Dissolved Solids (TDS) level. The TDS level indicates the level of minerals present in water. Anything over 2000 ppm is too much for the water purifier to handle, which is made clear on the website.

What is NOT made clear is the fact that the water purifier will not be installed if the TDS level is BELOW 30 ppm - apparently, the water is so good in this case that installing the Marvella RO water purifier reduces the level of minerals to below acceptable levels.

Fair enough, if a little inconvenient. So what is to be done next, you may ask? And here is where we've been dealt a remarkably unfair deal. Flipkart's policy is that once sold, the goods will not be taken back - to be fair to them, this is made fairly clear at every stage of the buying process.

But what about HUL? Nowhere on the product description page is this mentioned - the fact that should the water be 'too pure', an installation will not be done. Nowhere is it mentioned that a TDS check should be done prior to purchasing the machine. Nowhere is it mentioned that should the water prove to be too pure, we are not responsible for the fact that you have now purchased a machine you cannot put to use.

Why sell a product that may end up never being used? Why not put up a simple message, making it clear that a check should be done before? And why not take the effort to help out consumers who face this sort of problem? Instead, all that has happened is that HUL has taken the easy way out of advertising a product that they know can face a problem of this sort, and having no process in place for customers like me.

I have already spent INR 14,200 on this water purifier, and now face the prospect of not being able to use it. As you can imagine, I shall be filing a consumer complaint and trying to recover my money.

My only advice to you is, do NOT buy this product online - at the moment it is a very risky proposition. If you do choose to buy this product, get a test done first!

But please note the Operating voltage of this product is 160 to 240 Volts and not 300 volts, it can only withstand sudden surges till 300 volts. Also there is some issues with the tap after it is being fitted. I don't know if everyone faces this issue but the way it is designed is not good (There is nothing wrong with the tap)Its just the assembly where they have not maintained enough clearance between the body and the tap. Other than that everything is fine. The water taste is good, but i dint feel any difference between ordinary can water and this. The Service technician who came was also good..

Overall a good buy...

There were 2 things for a 1 STAR rating. First FlipKart had flipflopped on the promised dates and just cancelled my order which was very upsetting for me as customer. The funny thing is that Flipkart still has it online for sale. If it is not available then why mark it for sale? I was forced to go with a local dealer for the installation. Second issue, even though Overall product seems to be work well, the service of HUL sucks bigtime. There was an issue with Airlock happening on the Product. The technician took their own sweet time of 4 days on my complaint. This happened inspite of me reminding the Customer support that i am having 2 little kids and cannot afford to take the dubious bottled water being sold in the locality. Finally the technician turned off the Airlock feature in the system. Though the unit has not given trouble after that, I now have to make sure that the water supply is not disrupted failing which I need to switch off the machine to avoid the motor from running indefinitely due to Air pressure monitor turned off in the system. I suspect this is a manufacturing defect and hope HUL listens.

I purchased HUL Pureit Marvella RO on 1st Dec 2012. In spite of it being a Sunday the concerned sales person made it to my premises to deliver the filter & collect the cash.
Little did I realize that this apparent good customer interaction was limited only till the period of the company receiving the cash!
When the unit was delivered to me on Sunday, I was told that someone from Pureit will come over on Monday to complete the installation.
However I had to make repeated calls to different Pureit representatives till Wednesday to ask if someone could come over to my place.
I did receive couple of calls from Pureit installation staff members who called me on Monday & Tuesday only to inform me that though they are in the same area they are too busy to make it to my house.
It was only after I called the customer care & lodged a complaint that my plea was taken seriously and a person was sent over to my place.
The person who came in to do the installation was not a trained member of Pureit staff. He was unable to communicate clearly in English or Kannada.
He was scared to get on the kitchen platform to install the unit at the designated spot above the kitchen sink. Instead he was arguing about fixing it right in the center of the kitchen wall.
He installed the unit with a broken part which caused the filter to leak. My parents were shocked to see the dismal state of work, to which he responded by saying that he will come in again the next day, charge 500 INR to mend the broken part.
It has been more than 2 weeks since this incident but I do not see any response from the company.
We have been purchasing water cans, manually transporting them home in spite of having purchased this product.
I had called the customer care to register my complaint regarding the pathetic service provided to me. I was told I will be sent the complaint number on my mobile, instead I was sent an sms claiming that the complaint had already been addressed. (C124643970) I am shocked to see such treacherous behavior from a reputed company.