Kent RO — Substandard RO membrane | |||
Dear Sir, I would like to bring to your notice that I am a valued customer of KENT RO for almost 10 years. During the period, my RO system was frequently serviced and the filters were changed periodically resulting in its satisfactory working up to last year. In April 2014, my RO stopped filtering water. When I complained, the service person came and told us that the membrane is totally clogged and needs to be replaced with a new one. On his advice, the membrane along with filters was replaced. Last month, we observed that the speed of filtering has slowed down, so we complained about the same to the service centre. The service person came and to our shock, he suggested that the membrane needs to be changed again. I am aghast to observe that the original membrane was changed after 9 years and the latest membrane needs a replacement in just 9 months! I would like you to know that I am living at the same place for the last 10 years and there is no appreciable change in water quality. People are using other water purifiers and the membrane has not been replaced in the last 2-3 years. Also, I have a small family and am not a heavy user of water. Keeping all above in mind, it looks that either the serviceman could not understand the real problem as my RO is still filtering but at a very low pace or the supplied membrane and the related filter were below standard. In both the cases, I am at a receiving end with none of my fault and drinking water by buying from the market. Sir, I am recommending KENT RO to virtually everyone and giving my own example that their membrane is a quality product and needs no replacement for a long time. However, this incident has shocked me. In view of the above, you are kindly requested to look into the matter and do the needful on urgent basis. NALIN K. CHAUHAN Flat No. 29C, Express View Apartments, Sector-93, NOIDA Ph. No.: [protected] Email: [protected]@hotmail.com Was this information helpful? | |||
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Kent RO customer support has been notified about the posted complaint. | |||
 6 Comments | |||
Comments
I stay in the same area as Nalin but a different society (Silver City in Sector 93). I'm also having exactly the same issue as Nalin, just that in my case the RO Membrane (Installed on Nov 27, 2014) has stopped working in just about 3 months. The original membrane for me also lasted a long time and its this membrane that I have had an issue with.
I have also taken an AMC from Kent and get my RO serviced frequently. I think this membrane had an issue right from the begining as their was an issue with the water ever since it was installed. We made complaints and the service engineers did something (in one case even changing the motor) but the issue persisted. I made a compliant again just a few days back and was shocked when the service engineer told me that the membrane (installed in November 2014) is clogged and need to be replaced (just after 3 months) as the warranty is only for 3 months. This leads me to believe that they actually did not fix my issue earlier and were just waiting for 3 months to get over so that they can sell me another membrane.
When I insisted on getting in writing that the warranty on membrane is just '3 months' I was told by the service engineer and even Mr. Sachin (ASM) that 'THERE IS NOTHING IN WRITING' and thus can't be provided. As Nalin also mentioned a brochure on KENT website says that 'RO Membrane should be replaced in 2 years' and in case it is replaced and gets clogged within a year it will be cleaned/repaired/replaced free of cost. Getting the product warranty in writing is our 'RIGHT' as a customer and must be provided and 'KENT' cannot deny us the same.
Last but not the least, for an RO worth Rs[protected] is the annual maintenance cost of Rs.[protected] 'JUSTIFIED' (Rs 2500*4 membranes and Rs. 2500 for AMC).
I honestly thought KENT was a good company (which a company impacting human health should be) but this recent experience has exposed their money making mentality and lack of care for HUMAN LIFE including Children. To make matters worse their people do not even respond to calls, which is very unfortunate. Vivek Chaturvedi (vivek.[protected]@gmail.com). For the reference of Kent team the RO registered in the name of my wife Mrs. Madhu at Silver City Noida Sector 93.
I have also taken an AMC from Kent and get my RO serviced frequently. I think this membrane had an issue right from the begining as their was an issue with the water ever since it was installed. We made complaints and the service engineers did something (in one case even changing the motor) but the issue persisted. I made a compliant again just a few days back and was shocked when the service engineer told me that the membrane (installed in November 2014) is clogged and need to be replaced (just after 3 months) as the warranty is only for 3 months. This leads me to believe that they actually did not fix my issue earlier and were just waiting for 3 months to get over so that they can sell me another membrane.
When I insisted on getting in writing that the warranty on membrane is just '3 months' I was told by the service engineer and even Mr. Sachin (ASM) that 'THERE IS NOTHING IN WRITING' and thus can't be provided. As Nalin also mentioned a brochure on KENT website says that 'RO Membrane should be replaced in 2 years' and in case it is replaced and gets clogged within a year it will be cleaned/repaired/replaced free of cost. Getting the product warranty in writing is our 'RIGHT' as a customer and must be provided and 'KENT' cannot deny us the same.
Last but not the least, for an RO worth Rs[protected] is the annual maintenance cost of Rs.[protected] 'JUSTIFIED' (Rs 2500*4 membranes and Rs. 2500 for AMC).
I honestly thought KENT was a good company (which a company impacting human health should be) but this recent experience has exposed their money making mentality and lack of care for HUMAN LIFE including Children. To make matters worse their people do not even respond to calls, which is very unfortunate. Vivek Chaturvedi (vivek.[protected]@gmail.com). For the reference of Kent team the RO registered in the name of my wife Mrs. Madhu at Silver City Noida Sector 93.
Dear Mr.Chaturvedi,
We deeply regret the inconvenience caused Please share your contact details with us at [protected]@kent.co.in. We will get in touch with you at the earliest.
Warm Regards,
Team Kent
We deeply regret the inconvenience caused Please share your contact details with us at [protected]@kent.co.in. We will get in touch with you at the earliest.
Warm Regards,
Team Kent
Kent has got to be the worst organised company and their helpdesk the most 'HELPLESS'.
I have been proactively called twice by their helpdesk and assured that someone will call me but unfortunately no one calls.
I will now be filing a compliant with the consumer forum against KENT for misleading customers on the following counts:
- That membrane replacement warranty is only 3 months (whereas the website says it will be replaced/cleaned if it stops working in less than a year)
- Refusing to give me in writing that the membrane replacement warranty is just 3 months
- My compliant remaining open despite I having paid for the full years AMC.
Never thought someone who deals in a product that directly impacts human health could be so reckless and behave like a cheat. I'm sure people who started this company didn't want to do this and its the others who are tarnishing the brand in the name of profits. SHAME ON YOU!
I have been proactively called twice by their helpdesk and assured that someone will call me but unfortunately no one calls.
I will now be filing a compliant with the consumer forum against KENT for misleading customers on the following counts:
- That membrane replacement warranty is only 3 months (whereas the website says it will be replaced/cleaned if it stops working in less than a year)
- Refusing to give me in writing that the membrane replacement warranty is just 3 months
- My compliant remaining open despite I having paid for the full years AMC.
Never thought someone who deals in a product that directly impacts human health could be so reckless and behave like a cheat. I'm sure people who started this company didn't want to do this and its the others who are tarnishing the brand in the name of profits. SHAME ON YOU!
After almost 2 weeks I have been informed by Kent that they WILL NOT GIVE ME IN WRITING that the membrane they replaced on Nov 27, 2014 carries a warranty of only 3 months and that I will have to pay up for a new membrane as this is decision of done Mr. Chauhan, who happens to be their Area manager.
I will now file a compliant against Kent for denial of my fundamental right as a customer to receive complete details related to the product that I have paid for. #KENTROFRAUDS
I will now file a compliant against Kent for denial of my fundamental right as a customer to receive complete details related to the product that I have paid for. #KENTROFRAUDS
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We deeply regret the inconvenience caused. We have shared the same with our concerned team. Someone will contact you shortly.
Warm Regards,
Team Kent