[Resolved]  Kent RO — Product: Kent Grand Star Zww Mro Subject: Worst customer care with no one to assist

Sub: Kent Grand Star Zww Mro
Case id :[protected]
Creation Date : 26/07/2022

This is to inform you that on[protected] technician name Ajay Naskar from Unique Service Centre, Kent Ro System, Kolkata, visited as per the service call made by Kent on[protected] requesting me to take the free service under the warranty, which was pending.

The date and time fixed originally by me was Friday, 29/7/2022 however I received a call on Thursday 28/7/2022 from the service Center requesting to take the service if possible. I was available and hence I approved their request for the service visit.

On reaching Ajay Naskar, Kent Ro Systems techie asked me as to what is the problem that i am facing with the Kent water purifier. As my water purifier was working perfectly fine I told him the same that No problem with the machine only normal servicing was scheduled.
He started opening the machine without switching it ON and checking the purity levels first. I poked him but he said he’ll check the same afterwards.

Upon opening the machine he started saying that I need to change the filters and it will cost me Rs4600. I told him that the indicator for the purity levels were showing low on parameters on the screen, if the filters were actually dirty then the indicator would definitely show High levels of contamination. To this He agreed with me and continued cleaning. He also said that the machine is well maintained and not that much of dirt. He also checked the impurity level of water from the tap, which showed within the normal parameters of safe drinking water.

Upon fixing back the filters and reinstalling he said the indicator started showing false levels of high impurities/ contaminated water on the display. I understand that He on purpose spoilt the machine to show the high contamination in water levels. He rechecked the level of water from the Kent Ro filter and from the tap which was within the normal parameters and also from the Water filter. He couldn’t fix this problem which was not there in my machine before he touched it. He must have made 20 or more calls to his fellow colleagues to know how he could fix this problem but invain.

I tried calling the Kent Ro Customer care but every time it showed me the status of my request and I couldn’t find any provisions to speak to the customer care for this.
However once the call was redirected and I understood it was the Kolkata service Centre as the Person could only speak the local language of here which is Bengali.

I raised the issue with him that my water purifier was all fit and fine and upon Kent’s request this servicing was accepted by me.
That due to this unskilled technician and his mean intentions to make money, the water filter indicator is showing false alert of high impurities. Please note that Ajay Naskar has spoiled my water filter instead. Post 3 hours He made me speak to his Boss name Nitya Das from Unique Service Centre. Mr. Das has requested time till Saturday, 30th July 2022, morning, to replace the machine part with new one which was spoiled by the technician without any charges for free.

This kind of malpractice by the local
Service Centre’s providing unskilled technicians and with mean intentions to make money out of no fault with the water purifier machine is unacceptable and barbaric in nature. This act shows clear interest of loot.

No one returned back on Saturday,
30/7/2022 as assured with the spare part nor any communication from the company’s end.

Since 30th July 2022 till today morning, 4th August 2022 I have been fanatically chasing with Kent RO System with regard to my complaint but no response.
They are running the worst customer care service department. Bunch of monkeys hopping my call from one to another. They only seek time to get back whereas they fail in reverting back. I have tried reaching on all platforms be it telecommunications, emails, twitter, their escalating dept but nothing worked. They only have system generated emails with sorry and seeking time to get back. Whereas the fact remains that they dont get back ever. And there’s no way to reach to the fonder/ceo Dr. Mahesh Gupta. Why is he hiding if his product and services are good and prompt. Why isn’t there an email id to reach to him?

I hereby call upon the Indian Consumer Complaints Forum to take this matter on priority basis, to intervene and ensure that no loot & malpractice on the name of services. That Kent Ro System fixes my water purifier and least revert back with a confirmation to the complaint in writing.

Thanks & Regards
Preeti Chadha