Kent RO — Service is pathetic and demand for replacement is not accepted, Irresponsible service team, disowning their own product

Address:

Hyderabad, Andhra Pradesh

Product name: Kent Prime (Water purifier with RO, UV, UF, TDS removal etc.) Product KR number: KR[protected] Date of purchase: 28 May 2015 Date of Incidence (date we realized): 5 Aug 2015 Bottom-line is "Never ever purchase a KENT product", not unless you are a big fan of waiting in despair! I am demanding for an entire unit replacement, and not sure if this is going to be addressed. * Contacted customer care on 5 Aug 2015 that the light in Kent purifier is not glowing, the representative told, it shall be fine and we can continue to use the water! * Kent service team: 2 persons arrived at home on 6 Aug 2015, opened the unit, and stunning, there is salt water leak in the unit and stunning and scary part is the leaked salt (literally salt) drained into the purified water compartment, making the water TDS to 230 (Kent is expected to produce the water with TDS as low as 20, which I learnt later)!! * I took a complete video of the conversation we had and also the leaking unit * The service team called up their head office, and there started the drama * Head office team started to convince me that the problem is not big, but I can sense what is the magnitude of the problem me, my wife and our two small children (4 and 1 year old) have been drinking this pathetic water (not just high in TDS, but the bacteria that leaked into it) for past don't know how many days!!! * Considering it is only 2 months since I purchased the unit, I expressed my unfaith on the unit and asked for a complete unit replacement. But the team says they don't do any such replacements and they would replace the failed parts * their service team copied the video I took on my mobile through Bluetooth onto their device and left, stating that someone will come next day and solve my problem * I was waiting with despair for the next 4 days hoping someone will come and replace the unit / the parts ensuring a healthy water supply * They finally turned up on Monday, today, 10 Aug 2015 - this time a different technician, and he was neither briefed about the problem nor shown the video! He came with a wire and a UV light!!! where the problem is with motor which is leaking * When I asked the same, he (joined Kent just 15 days back) was clueless of what I was talking about. Also, he doesn't seem to be completely aware of the product itself. He was told that the product I've is a different one!!! * I was highly annoyed with this irresponsibility and called up the the head office team directly, and to my surprise they say that they don't have the parts available and the person they have sent is going to take another detailed look!! (but the story from their representative was he was supposed to finish this job today) * this guy again checked the TDS levels (upon my request) and the purified water is still high in TDS. He simply listened to my statements nodded his head, stated that he / someone else would come as soon as they have the parts and would come and fix my unit!!! * Now, there is no ETA as to when they are going to complete this. Finally the bottom-line is "Never ever purchase a KENT product", not unless you are a big fan of waiting in despair!