Eaton Ups — Complaint against failure of Eaton UPS 9PX 11KVA

Aug 12, 2022

Updated by DiGi Suvidha Pvt Ltd We had purchased an Eaton UPS 9PX 11KVA On 15th April 2021, vide invoice number: GI/019 from M/s Growell Infotech Ernakulam. Immediately after the delivery, lockdown was declared and the product was not installed till the government lifted the lockdown restrictions. Recently the UPS stopped working and we made a complaint with M/s of Growell Infotech (the supplier of this product), but they asked us to contact Eaton directly. So, we raised a ticket with Eaton re the issue. After repeated calls, somebody came, and he said the logic card needs to be replaced which will cost Rs. 82600/- . The equipment didn’t even complete one year after the installation. When we asked about the warranty, he said the warranty will be provided based on the purchase date. Installation was delayed due to complete shutdown due to covid pandemic. Entire country, especially Kerala, was in a complete lockdown during the middle of April-June.



Due to this faulty equipment, we faced a lot of data loss, it hampered our work. Ours is a startup venture and every penny counts. We spent huge amounts to purchase this and now your team is asking us to spend more for repairs. We had short listed APC, Eaton, and Emerson before finalizing the purchase. After listening to the reviews, we thought Eaton would be a good choice for our startup firm. We now realize that it was a wrong decision.

Adding to the saga, neither the reseller nor your tech team shows any interest in resolving the issue. Their attitude was not at all customer friendly.



An online UPS is meant to function for years (Batteries may need replacement), If Eaton UPSs are not supposed to function beyond one year, please give it in writing, so that others who look for long term reliability and usage can look for other available options.

This UPS didn’t even function for one year from the date of installation. The Installation was done at the end of July 2021. This means that there is a problem with the product. Instead of resolving the issue, your team is trying to tax more from the customer which is unfair.

We would appreciate a refund/repair and indemnification for the loss we bear during working hours due to the failure of your product. Our company was very busy with the Income Tax Filing of our clients. We failed to meet our client’s expectations due to the product failure. We faced many brownouts and blackouts during our working hours, which in turn forced us to repeat our tasks again and again, wasting our quality time. Enclosed are copies of our records regarding this purchase.

We look forward to your reply and a resolution to our problem.



We will wait until 18th of August 2022 before seeking help from a consumer protection agency or other assistance. We had discussed this matter with our legal consultant and if there is no positive response from your side, we will proceed with his advice.