[Resolved]  Kent Grand+ Mineral Ro Water Purifier — Deficiency in service & supply of spurious spares as "Brand New "

Address:

Chennai, Tamil Nadu

I have a Kent Grand + KR[protected] purchased vide Inv No.441 dt 25/04/10 from Safe India Technologies, Chennai Ph.[protected].
I had spoken to Sh.Anupam Mishra (DGM Service,Kent, Ph[protected] on 14/09/11 regarding inability by their service engineer to reset the Filter Change Alarm in spite of the filters being changed. DGM had deputed one Mr.Ganesh, Regnl Manager(Service, Ph[protected] from Chennai to rectify it. Mr.Ganesh was also unsuccessful in trying to reset the alarm and the Choke became defective in that process (the alarm reset switch is embedded in the Choke module). SINCE THE CHOKE BECAME DEFECTIVE, the machine did not work further.
Mr.Ganesh'd brought a supposedly "NEW" choke with marking as "Tested OK" as replacement and ironically this new Choke didn't work..!! He left saying that he'd arrange a new choke the next day, and when i informed him that the old one had stopped functioning only while he tried to reset it, he promised me that i need not pay any money for the replacement choke. But the distributor who came to replace the Choke in couple of days collected Rs.800/= along with service charge of Rs.350/= saying Mr.Ganesh only asked him to collect the amt for the choke..I paid the amt though i was astounded by the double-talk from a responsible officer from Kent (Mr.Ganesh). I was also shocked when Mr.Anupam Mishra said that i was lying when i said that i'd paid for the Choke. Seems Mr.Ganesh's the one who'd lied to his DGM, and the DGM in turn without verifying the facts, had insulted me by calling me a LIAR..!! (I have the receipt for the amount..!!)
The choke was replaced on 20-09-11, but the machine shut down on 14-10-11. The distributor who'd attended said that the SMPS was faulty this time and he replaced it with a supposedly "NEW" SMPS, which any layman could say was an used one (it was brought without any packing, there were lot of scratches on the outer cover and the marking label was worn out with faded manual inscriptions of the serial number). I paid Rs.900/= for this "NEW" SMPS, and on my insistence the service engineer noted down the serial number as available in the SMPS, in my receipt . When i called the Chennai Kent office to report this matter on 18-10-11 @[protected], i was attended to by one Mr.Kalidass. He identified himself as a service engineer, and that the Chennai office wasn't a Customer Service Centre, and also rubbished my suspicions of old parts being installed as new. I was appalled by his callous and rude behaviour to me, with someone prompting near him (seems it was Mr.Ganesh when i asked Mr.Kalidass about it) finally ending the conversation saying that they both were responsible for the Chennai office and i could take the matter to wherever i wanted to.Mr.Kalidass at Chennai took down my contact number saying that he would call me back immediately with the facts, but he never called..
After i e-mailed my complaint to Kent, Mr.Anupam Mishra called me from ph[protected] on[protected] and had a lengthy conversation with me finally asking me to surrender the SMPS that they'd supplied as NEW, assuring me that they would replace it with a brand new SMPS which will be delivered to me in factory packing condition. But he never committed to refund me the amount i paid for the Choke which was broken by Kent Service Engineer.
Also i would like to highlight that Mr.Anupam Mishra conceded that there was a flaw in the basic design of the machine by integrating the compulsory-filter-change-alarm into the Choke, and also that the newer models had the filter change alarm independent of the choke.
I demand Kent to refund the amount i paid for the Choke which became defective due to the fault of their own Authorised Service Engineer. Also, i need Kent to replace the supposedly New SMPS with an actual new one.