[Resolved] Kent RO — Exorbitant charges for service repairs!!

buyeraditya

from Mumbai, Maharashtra

Address:	461001
Website:	www.kent.co.in

Model - Kent Super Plus
Sr No - KR[protected]

Date of Purchase - July 2013
Customer Name - Shri P.K.Jain
Customer Location - Hoshangabad ( 461001), M.P.
Address - Near Ware House, Tiwari Compound, ITI Road.

Dear Kent Team,

Even after knowing that there is a high amount of calcium at site ground water you are luring and misinforming the customer base at Hoshangabad and thus convincing them on false information that this RO equipment of yours will perform.

It is hardly three years o[censored]sage and we have started witnessing the issues which are not technically repairable from RO Dealers.

Issues Observed -

1. Performance failure of membrane/filters before their life. ( i.e. 1 year)
2. Pump failure due to jammed filter.
3. No maintenance or follow-up calls for frequent health check-up of the equipment from the dealer.
4. No TDS re-calibration visit from dealer.
5. No inbuilt alarm for filter change/motor malfunction.

Cost of filter replacement - INR 1000/-
Cost of pump replacement ( no repair possible!) - INR 4000/-

Despite a known replacement cost of a filter on yearly frequency, replacement cost of pump ( 4000 INR) is not at all acceptable to me!
The call to replace the filter was made to dealer on time (28/10) but reported on site very late ( 13 days) due to which now my RO is non-functional and the technician says pump can not be repaired but replaced only which will cost INR 4000/-.

Expectations -

1. Since the filter change request was not attended on time, replacement of failed pump to a fresh pump should be done on free of cost basis.
2. Annual maintenance scheme should be launched to allow a technician to do a health check-up of the equipment at least thrice a year.
3.Post sales maintenance, item cost should be brought down to a reasonable level.
4.Stop promoting your products where they have a technical limitations to fight with issues like water hardness, calcium contents, sand, impurities and the products are prone to choke and subsequently fail to operate.
5. incorporate an alarming system to inform about filter change/motor malfunction.

Anticipating a quick acknowledgement and support on this!

With Regards
Aditya Jain
+91 [protected]

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Nov 21, 2016

Complaint marked as Resolved

This complaint is still open and not yet resolved!! expecting a solution ASAP.

Kent RO customer support has been notified about the posted complaint.

Verified Support

Nov 14, 2016

Kent RO Customer Care's response Dear Mr.Jain,

we deeply regret the inconvenience caused. We have shared the same with our concerned department. Someone will contact you shortly.

Warm Regards,
Team Kent

Nov 17, 2016

Updated by buyeraditya Dear Kent Team,

Its been 4 days since I raised my concern and still the matter is not resolved.
Yesterday, I had a visit of your technician name - Mr. Deepak and he has gone through the issue.

Now after diagnosis, he admits that the not just the pump but carbon as well as sediment unit is also failed.

This is really a grave situation, where a change of membrane unit on yearly basis was notified to the customer but no instruction were given for carbon & sediments unit and now looks like the whole unit is under a total break down!

This is a case of careless and injudicious approach towards post-sales customer support!

Now I am in a situation where I reinstate my grievance to KENT RO to provide a free of cost replacement for pump, carbon unit and sediment unit without further delaying the matter.

As agreed earlier as well, I am ready to pay for the membrane replacement cost which was anyways there in my yearly expense plan, but above that KENT RO has to bear all the expenses.

Look forward to hear from you & expecting a speedy resolution!

With Regards
Aditya Jain
+[protected]

Nov 19, 2016

Updated by buyeraditya Its been 6 days! - Awaiting response!

Nov 21, 2016

Updated by buyeraditya This complaint is still open and not yet resolved!!

Expecting a prompt response on the same.