How long does DrinkPrime take to resolve complaints?
DrinkPrime typically resolves complaints proactively within 24 hours.
How to raise a complaint with DrinkPrime?
Steps to raise a complaint:
- Open the DrinkPrime app
- Go to the Help Desk Section
- Navigate to the Raise a Request section
- Describe the issue and submit
You receive a ticket with a tracking number
Why is my DrinkPrime purifier not working?
Sometimes, a purifier may seems not to be working due to the following reasons:
- Clogged or exhausted filter: The filter may be blocked or worn out, affecting water flow and performance.
- Power Connection Issues: The purifier may not be receiving power due to a loose plug, faulty socket, or power outage.
- Leakage: Any internal or external leak can interrupt normal functioning and should be checked immediately.
- Water supply disruption: The purifier will not work properly if there is no water supply or if the supply has been turned off.
- Low inlet pressure: Insufficient water pressure can prevent the purifier from operating efficiently.
- App sync issue: The device may not function as expected if it is not properly synced with the app.
If you are experiencing any of these issues, we recommend raising a support ticket through the app for prompt assistance.
What happens if a technician doesn’t visit?
If a scheduled technician visit doesn’t happen as expected
Technician delay
Next steps:
- You get notified of the delay or rescheduled in most systems
- You can follow up via app support
- Support tracks and reassigns the ticket
- Escalation options may be available if unresolved
Customer support teams typically aim to acknowledge and reschedule missed visits.
Does DrinkPrime provide 24/7 support?
DrinkPrime’s working hours are from 8:00 AM to 7:00 PM.
For the fastest resolution and quicker connection to an agent, we recommend reaching out between 3:00 PM and 5:00 PM, when wait times are typically shorter.
Why does water taste change sometimes?
Water taste can vary due to:
Possible reasons:
- Source water quality: Variations in municipal or borewell supply
- Filter break-in period: New filters may taste different initially
- Service timing: Overdue servicing can influence taste
Regular servicing and timely filter replacement help maintain the expected taste quality over time.
What is DrinkPrime’s service SLA?
DrinkPrime’s service SLA includes regular preventive maintenance and free lifetime service support, except in cases of physical damage to the device.
How does DrinkPrime handle recurring issues?
For recurring issues, we conduct a detailed root cause analysis (RCA) to understand why the problem is happening and take corrective action at the earliest to prevent it from happening again.
How do I stop the DrinkPrime service?
To cancel your DrinkPrime subscription, please follow these steps:
Cancellation Process:
- Open the DrinkPrime app on your device.
- Go to the Help Desk section.
- Select Manage Subscription.
- Tap on End Subscription.
- Choose your reason for cancelling the subscription plan.
- Confirm your cancellation to complete the process.
Once your request is submitted, the support team will be notified. A technician will then be assigned to arrange the pickup of the device (if applicable) and complete the service closure process.