[Resolved]  Kent RO — SERVICE

I do not know if this mail reach the right person but hope is what makes the world go round!
I had purchased the KENT Mineral RO purifier in mid march 2007. Excellent machine....no doubt.
Took an AMC(#11031) from 'Good Mineral RO' on 23rd Jan 2008 and paid Rs.3400/- for it with the assurances of Free service and spare parts replacement.
When the machine system stopped working around July called on their customer care[protected] but with no avail. After 100s of call 'Rajshekhar' the technician turned up, changed the filter....still no water. Said will return with spare parts ASAP and vanished.....not to be seen again. We got too caught up with life and started used can water inspite of having the Rs. 15000/- machine. Meanwhile kept calling the customer service and kept getting the assurance that somebody will visit soon....but it never happened. Also, escalated the matter to 'Service Manager - Nagesh' to no avail.
The mistake I was probably making was quoting the AMC no. everytime I called.So, this time I called[protected] on 20th Jan and without breathing a word about the AMC registered a complaint #872. Also google searched and got following details:
Kent RO Systems Ltd.
221,80 Feet Ring Road
Opp BWSSB Office
2nd Stage,6th Block
Nagarabhavi
Bangalore-560072
Fax: +[protected]
Ph: +[protected] / 23214686
E mail - [protected]@kent.co.in
For Service - [protected]@kent.co.in
Called Ph: 23214684 on 21st Jan and got Complaint #:5265 by Jyothi. Told her about the other number[protected] and was told that it their distributor “GOOD Mineral RO”. She promised to make sure that the problem is fixed.
‘Rajshekhar’ comes on 22nd does membraning or something like that and demanded Rs.3250/- .
I need to be sure if it is working before he leaves is what I tell him. We wait for the electricity for 10 mins and then I get the generator switched on for the purpose.
The water which comes out is no way different from my tap water. His Excuse: It is old water the fresh one will be good.
I let the water drain for almost 3 minutes and still the same taste. Ask him to check it with his machine. His Excuse: He insists that the water is just fine and that he is not carrying the water checking machine.
When I insist he threatens to take out the replaced parts and leave.
I know there is hardness level adjustment system in the machine and request him to check that. He makes a face but complies…..slightly better.
I now produce the AMC paper and say that I do not need to pay. His face falls and he calls Nagesh.
Nagesh excuses:
1. You have to pay as technician’s carry counted number of parts and their salary is based on that….
2. The machines under AMC to be replaced are different. He has done membraning thinking you to a new customer. Return those to him and I will get it replaced with AMC parts.
I insist that there is no way that I am letting him take the parts back. He can send the replacements and then take these ones.
Rajshekhar gets me to sign a paper that says he visited and leaves. Moments later I cannot find my original AMC document. I call him and he says he is at a cross near by attending another call. I ask him to wait so that I can collect it from him. He cuts the call and does not answer any further calls from me.
I call Nagesh to ask Rajshekhar to pick my call. Nagesh says he DOES NOT HAVE Rajshekhar numer……can you believe that !!!
So I do not know why Rajshekhar STOLE my AMC document and what’s their plan.
All I know is that this whole experience sucks. Such stupid attitude and pathetic service…..
The water coming from the purifier still tastes like TAP WATER!!!
DO SOMETHING FOR GOD SAKE!
Still Hopeful!
Nidhi
[protected]