Hi,
In december 2019 I purchased a Kent Ro Grand. After a year of purchase I started getting multiple callls from Kent for yearly service and change of filters. Due to pandemic I delayed it and in Feb 2021, Kent Service Engineer visited for the first yearly service of my KENT RO Grand and replaced 3 filters.
A few days back I noticed water leaking out from the body and raised a service request through Kent App. Kent service engineer visited and diagnosed that the Motor is leaking. The reason he gave on analyzing
- Duplicate filters were installed causing the motor to jam and start leaking water. Due to the leakage, the optical sensor is also destroyed
- Total cost of repair and filter change - Rs. 7000
I contacted Kent through email and they replied that as the service engineer who visited me to replace the filters is not authorised and as I did not raise the service request through Kent App they are not responsible for it.
Now this is a bigger concern for me. How did a non autharised vendor get the details of my purchase including my phone number and my address. The multiple calls I recieved were from Kent and they knew my details which only Kent has. The service engineer who visited wore a shirt with Kent logo carried a bag with Kent logo.
How was my information leaked? This clearly put my family at risk as we allowed a stranger to enter our house who in the first place should not have had my details with him. this is a clear breach of security from Kent who shared or leaked my information to an unauthorised third party who could use it in any way and could even have harmed my family.
I need an explanation and apology from Kent for this. I also want them to rectify the damages caused to my RO and explain how they will stop any further leak of information like this.
My name is Ankur Arora, pin code 560035 and the email correspondance with Kent has ID
Re: [Request ID :##RE-344505##] : Re: Duplicate Filters installed resulting in damaging of the Motor Was this information helpful? | 
What I got to know from an authorised kent service dealer is that Suraksha which is also an authorised dealer, is the one who installed duplicate filter and their service engineers carry duplicate "RO world" bill book. Kent should investigate this as this is a serious matter but I guess Kent is not interested to find out. They are not even interested in addressing customer complaints.
I guess someone is just copy pasting the same scripted message from Kent to all complaints. Brilliant customer care service