Ecovacs Frootle India Pvt Ltd - Defective Product Sold Deficiency in Service

I bought Ecovacs Deebot N** Pro Omni on **th March **** for ₹**,*** (approx $***) which turned out to be defective on Day *.

After raising the complaint with Ecovacs India Support, they sent a novice and unprofessional engineer to my home to open and check the product. That engineer told me "sir, I haven't dealt with the issue you're experiencing so whatever you want me to do, I'll do".

I chose not to allow him to open the device since he clearly lacked assurance and I feared the problem might just escalate. After all this, Ecovacs India got back to me denying the replacement because I didn't let their novice engineer open a brand-new device.

Finally I decided to post this entire issue publicly on X, which forced them to start the replacement process. That was just the start. We then waited another ** days for just the replacement product to arrive (i.e. a total of ** days after the purchase).

Now today (**th April) they sent a different model (T** Pro) by mistake as a replacement. I called their customer support where they demanded ₹**K extra (approx $***) to update my N** Pro bill for THEIR error. Alternatively, they insist I wait an additional week for delivery of the proper N** Pro Omni.

After * hour of call with Aditya (the Senior from technical department), they arranged the pickup of their T** Pro for **th April, while my N** Pro wouldn't arrive until *th of May—labeling this a "simultaneous" exchange. When I asked them to not collect the T** Pro until they deliver my N** Pro, Aditya simply denied stating it's the process they have to follow.

I've had an incredibly disappointing experience so far - so much so that I think I shouldn't have bought an Ecovacs product in the first place. Infact the senior technical department team members (Aditya and Dhruv specifically) promise shorter delivery and pickup timelines that actually take way longer.

Keeping all this in mind, I was compelled to make this matter even more public to finally gain the company's attention (posted reddit and twitter posts). If this still doesn't get handled on priority, I'll be filing for a grievance for "Deficiency in Service" and "Selling Defective Goods" under Indian National Consumer Helpline (NCH).

My public posts have already garnered ****-**** of views and will continue gaining traction, with readers are already commenting they won't purchase Ecovacs products after hearing my experience.

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At this point, I have already lost over a month of utility on a brand-new purchase with my ₹**,*** completely blocked, that too with very poor communication from Ecovacs-Frootle India team. That said, I want a resolution as quickly as possible. I suggest either the company:

- Update my original invoice/warranty to reflect the T** Pro model currently in my possession. If this is done, I am happy to keep this unit and close the matter. Please note - given the ** days of loss of utility, defective product, and repeated failures in service, I expect this upgrade to be provided at no additional cost as fair compensation.

OR

- Ships the correct N** Pro so I can get it within **-** hours (instead of a week), at which point I will hand over the T** Pro (this means the delivery executive brings the N** Pro to my door, I verify it, and only then do I hand over the T** Pro).