Aquasure Customer Care: A Complete, Practical Guide

Who handles Aquasure customer support

In India, Aquasure is a product line from Aquaguard and is supported by Eureka Forbes Limited. If you purchased an “AquaSure from Aquaguard” purifier, all installation, warranty, and after‑sales service are handled by Eureka Forbes’ service network. Always verify branding on the product label and invoice; your model name, serial number, and warranty card will typically reference Aquaguard/AquaSure and Eureka Forbes.

Outside India, you may have a different “Aquasure” brand (for example, Aquasure USA sells water softeners and RO systems under its own brand). Support is then handled by that regional company. To avoid misrouting, start with the branding on your invoice and product label, and then go to the official website printed in the manual or on the packaging. For India, the official site is https://www.eurekaforbes.com; for the U.S. brand, the official site is https://www.aquasureusa.com. Do not rely on search ads alone—bookmark the official site from your product paperwork.

Official channels and hours

The fastest, most reliable way to get Aquasure service in India is through the Eureka Forbes website’s “Book a Service” or “Contact Us” section on https://www.eurekaforbes.com. You can raise a service ticket, track its status, and schedule visits. If your product is within the first year of purchase, you will usually see options for warranty repair; otherwise you can choose chargeable service or renew your Annual Maintenance Contract (AMC).

Most metropolitan service teams operate during business hours (typically Monday to Saturday, 9:00–18:00 local time), with emergency slots prioritized for no‑water or leakage issues. During seasonal peaks (April–June in warm regions) and festival periods, expect higher demand; booking via the website or the brand’s official mobile app can reduce wait times because it captures your address and model details precisely and creates a time‑stamped request.

Information to keep ready before contacting customer care

Having complete information shortens diagnosis time and helps the team dispatch the right technician and parts. Keep the following at hand when you call or submit an online ticket:

• Product details: model name, serial number (usually on the side or rear panel), date of purchase, and installation date.
• Water quality metrics: your inlet TDS in ppm (if you have a TDS meter) and any known issues (iron, hardness, turbidity). BIS IS 10500:2012 sets an acceptable TDS limit of 500 mg/L for drinking water in India; many RO models are configured to deliver 70–250 ppm.
• Service history: last filter change date, AMC contract number (if any), previous ticket ID, and any error codes or indicator light patterns observed.
• Address details: full address with landmark, gate pass needs (if any), preferred service window, and onsite contact number.
• Proofs: scanned invoice or e‑invoice and a photo of the serial number sticker—both help validate warranty instantly.

Service coverage, response times, and what to expect

In major cities, standard response times for non‑urgent issues are commonly within 24–48 business hours. In Tier‑2/Tier‑3 towns or during peak seasons, it can stretch to 72 hours or more. For critical issues like leakage or no water flow, customer care typically marks the request as urgent and attempts same‑day or next‑day attendance. When you book online, you’ll receive a confirmation with a service request number—save it and share it with the technician during the visit.

Technicians generally perform a 15–30 minute diagnostic, followed by cleaning, calibration (including TDS setting on RO models), and parts replacement if needed. If a major component (e.g., RO pump, SMPS, or control board) is required and not available on the first visit, expect a follow‑up within 1–3 business days depending on spares availability. Before the technician leaves, ask for a digital or physical job sheet with the service report, replaced parts, and warranty on those parts.

Warranty, AMC, and parts: how the costs usually work

For many Aquasure models, the standard manufacturer warranty is 1 year on the product (consumables such as filters and membranes are excluded unless explicitly mentioned). An AMC typically covers 2–3 preventive maintenance visits per year, standard consumables (sediment and carbon filters), and labor. Pricing varies by model and region; as a broad 2024 market reference, an AMC for UV/UF models is often lower than for RO/RO+UV models due to membrane costs. Always request an itemized quote and compare what’s included—filter kits, RO membrane, UV lamp, and labor add up differently across plans.

Indicative parts and consumable replacements based on typical Indian usage: sediment and carbon filters every 6–12 months, UV lamp every 12 months, and RO membrane every 18–36 months depending on inlet water TDS and daily load. Genuine prices vary, but you can expect, in general market ranges, sediment/carbon elements in the low hundreds of INR each and RO membranes in the low thousands. Insist on sealed, branded consumables and a GST invoice; service and spare parts bills in India commonly attract 18% GST on labor/spares unless specified otherwise.

Troubleshooting before you call

A few quick checks can resolve minor issues and make your service call more efficient. If flow rate is low, verify inlet tap is fully open and pre‑filter (if installed) is not clogged; a pre‑filter cotton candle often needs replacement at 3–6 month intervals in high‑turbidity areas. For taste or odor issues, note how long it has been since the last carbon filter change; activated carbon loses adsorption capacity over time and may need replacement even if water looks clear.

For RO units, if TDS is too low (flat taste) or too high (no significant reduction), record your inlet TDS and product water TDS with a handheld meter; share both numbers with customer care. A healthy RO often delivers a 70–90% reduction, but exact performance depends on membrane health and system configuration. If the unit shows indicator lights or beeps, capture a short video; error codes or LED patterns help the technician pre‑identify likely faults (e.g., UV fault, tank full sensor error, or pump overload).

Escalation and complaint resolution

If your ticket remains unattended beyond the committed window, escalate through the same official portal by referencing the original request ID. Most brands operate a tiered escalation—frontline support, regional service lead, and then customer experience or nodal officer. Clearly state the dates, commitments given, and any missed visits. Attaching the job sheet or call logs often speeds resolution.

If you face repeated quality lapses (e.g., three or more no‑shows, repeated part failures within warranty), ask for a case review and a written action plan. For out‑of‑warranty disputes about charges, request an itemized estimate before work starts; compare against the official website’s published rates, and proceed only after approval. As a last resort in India, you can register a complaint on the National Consumer Helpline portal and cite your documented interactions; detailed records materially improve outcomes.

Safety and fraud avoidance

Service scams target appliance owners by advertising unofficial phone numbers online. Always initiate contact from the brand’s official website printed on your invoice or warranty card (https://www.eurekaforbes.com in India; https://www.aquasureusa.com in the U.S.). Do not share OTPs that authorize payments or refunds; the only legitimate OTP you may be asked for on‑site is to close a verified service job after work completion.

• Verify identity: ask technicians to show a company ID and the service request number that matches your booking.
• Insist on transparency: approve only itemized quotes; avoid “package” offers without part breakdown and GST invoice.
• Pay safely: use official payment links, UPI/QR codes that show the brand or authorized partner name, or card machines with branded receipts.
• Keep records: save screenshots of the booking, payment confirmations, and job sheets; photograph replaced parts with serial/lot numbers.
• Buy genuine: consumables should be sealed, date‑coded, and model‑matched; reject unsealed filters or parts without warranty.

For corporate, rental, and bulk customers

If you manage multiple units (offices, rental properties, or hospitality), negotiate a preventive maintenance program with quarterly or bi‑monthly checks, defined SLAs (for example, 24 hours in metros, 48–72 hours elsewhere), and a spare‑parts hold inventory for critical sites. Request monthly performance reports that include visit logs, TDS readings before/after service, and parts consumption; this helps forecast filter and membrane needs and control costs.

For new projects, specify inlet water parameters, expected daily consumption (liters per day), and uptime requirements. For example, a 30–50 LPH RO system supporting 20–30 users needs appropriately sized storage, a duty cycle plan, and a spares kit on site. Align warranty and AMC start dates across all units to simplify renewals and audits.

Where to get the most current contact details

Because phone numbers and service partner coverage change periodically, rely on the official sites for current contact points and booking links:

• India (Aquasure from Aquaguard): https://www.eurekaforbes.com

• United States (Aquasure USA): https://www.aquasureusa.com

From these sites, navigate to Contact/Support to log a ticket, book installation, or chat with an agent. Save the confirmation email/SMS and reference number—you’ll need it for follow‑ups and warranty proof of service. If you cannot find your exact model on the site, use the search by model name printed on your purifier and attach a photo when creating the ticket so the team can route it correctly.