[Resolved]  Kent RO — Poor post sale service

Website:

KENT RO

Sir, I am using KENT RO water purifier machine s/n KR[protected] which is under warranty period. Right from the installation there has been some or the other problem with the machine, either the water was not getting filtered or the TDS was not proper. I am very disappointed with your after sale services. For getting one complaint resolved I have to wait for minimum 15 days before your service person comes and looks into the matter. Even your toll-free customer care services are pathetic. They don't lift the calls, customer has to call almost a dozen times before they register his/her complaint. They say service person will contact me and the issue will be resolved within 24 hrs. But its a real disappointment that the customer has to call the service person and request him to come and resolve the issue. Not only is the process of complaint registration poor, but the time taken by the technician to come and repair the machine is long. The technician shows up 3 days after the complaint is registered. A lot of inconvenience is caused because of the pathetic after sale services of such a reputed brand.

Moreover, the spare parts, if to be replaced, are not sealed. The technician brings spare parts in stapled packets instead of sealed ones. On enquiring upon as to why unsealed items, the answer provided is " sir, the company gives us parts in stapled packs only." This is very shameful. A reputed brand like yours, is fooling and cheating the customers by either giving cheap spares instead of originals or the service person fits an already used spare part and charges money from the customer. You are letting your customers down.

I registered a complaint with your customer care on 5 oct, 2016 and its really disappointing that its 16 oct, 2016 and my complaint has not been resolved yet. I have tried calling the customer care, the Area Service Manager, the Technician almost 25 times but to no avail. Is this the way your company handles the complaints ? A sound after sales service is promised on the time of purchase and when a complaint is registered your company gives no proper response. Even though i have invested my money in the machine, neither its performance nor the service is satisfactory and I have to buy water everyday from local RO plants.

Its really shameful on your part.

Kindly look into the matter.