Kent RO — Sub-standard spare parts supplied by Kent

Address:	Bangalore, Karnataka, 560103
Website:	www.kent.co.in

This is to bring out a very serious concern I have against Kent. I stay in a gated community in Bangalore and have been using Kent water purifier since October 2014. The registered equipment serial number is KR[protected].

Please find the following facts to understand the case better:
1) I am a family of two people and a very small kid. Want to put this forward so that you could understand that my usage is extremely limited.
2) I needed my first RO filter change after 9 months o[censored]sage in July 2015. I was charged a service fees, despite the instrument being under warranty.
3) The second RO lasted 8 months and was replaced in march 2016. Along with this several other components had to be changed (sediment, carbon, wiring etc.along with service charges). This costed me Rs. 4, 350. This time, I was told that I wouldn't have any interruption for atleast 1 year.
4) While I was hoping that I would have an uninterrupted usage, I was shocked to see that the equipment stopped working after exactly 2 months o[censored]sage.The filter was broken and it started leaking. This time, I am told that the new component has some warranty so I get a new RO filter, but was charged a service fees. I don't understand if I was charged a fees the previous time, why was I charged again.
5) However, I was shocked again to see that the new RO filter stopped working after 1 month and 1 week o[censored]sage. This time, I am told that the parts are out of warranty and I need to pay a hefty amount of Rs. 3, 000 again and get a new RO filter.

While I understand that the houses have hard water, but that's precisely the reason why I am using a high-end product and have paid so much money to procure the same. Moreover, something that has already survived 8-9 months of hard water is conking off in just a matter of a month or so. If your spare parts do not last for more than 1 month, then I am quite sure that the parts are dubious and sub-standard.

As a customer, I have raised several complaints 7th of July, 11th of July, 13th of July etc. but the call centre response has been very pathetic. Each time I call up, I have to give the entire case history and the agents are not qualified enough to understand the situation. More-so, the service agent who comes, plainly closes the ticket saying that I am refusing to pay.

Let me put this straight and sternly. If your devices survived 9 months of hard water, with the same situation, hardness, TDS content and consumption, there is something majorly wrong with either your equipment or the way it has been fitted or the spare parts that they are conking off in just 1 month.

While I have made several effort to speak to the Bangalore regional manager, all my efforts have turned futile. The call center agents have promised to me that they will arrange a call back, but none of my requests have been paid any heed.

I would demand that as the repaired part stopped working after 1 month and 1 week o[censored]se, please replace the same without charging me. Moreover if any additional setting needs to be done, please do that same as I have got all installation and services done from the authorized personnel only.

If Kent is unable to change the filter and stop providing customers substandard parts, I would be forced to take this case to the consumer forum.