Urban Company — issue in raising complaint regarding native m.2 water purifier not dispensing water

Address: DLF Phase 3, Sector 24, Gurugram

I am writing to raise a complaint regarding my Native M.2 Water Purifier.

The purifier is currently not dispensing water. When I try to use it, I can hear internal sounds (presumably the motor running), but no water is released.

In addition, whenever I try to raise this issue through the Urban Company app, it always shows the error message:
“Something went wrong. Please check your internet connection and try again later.”

This is not an internet issue. Both my mobile phone (on 4G) and the Native M.2 device are properly connected, and I have confirmed internet speed through speed tests. The problem seems to be with the app itself, which prevents me from submitting a service request.

Important details:

Device: Native M.2 Water Purifier

Issue: Not dispensing water (motor sound present but no output). The other major issue is the difficult user interface which makes it difficult to raise a complaint just smoothly without any glitch.

Warranty: Device is still under unconditional warranty. The purchase invoice and the warranty slip are attached.

I have tried to register this complaint manually with the Urban Company on their email [protected]@urbancompany.com but so far I haven't even got any acknowledgement from them.

Regards,
Shashank Gupta