[Resolved]  Kent RO — Service and Customer Care

Dear Sir

greetings! This is in reference to the above said product which we bought it from Kent RO Systems Ltd on 29/12/07 Invoice No. 3708 Sales Personnel Mr. Abhishek Maurya of C 15 Sector 7 Noida 201301 installed at our residence.

Please find the attached correspondence with the company till the time of writing this email. So far there has been no official acknowledgement of my email to the company.

The KENT RO as company made tall promises at the time of selling the product but when it comes to after sales service then they make their customer from pillar to post as the people working for the company are just trained to sell the product but at Customer Care had no such information of the services rendered by the company. It is very much evident from my letter to the company.

Right now I am in a dilemma wether to get the machine in working order and pay for it and claim later or wait for your concern over the issue.

Looking at this juncture what is important for us in the family is to have supply of softwned water then to wait for justice. It is almost over a week and we are still waiting for the things to move from KENT RO so finally thought of writing to Customer Court for justice.


Kapil Rohatgi
C 2 - 304 Ananda Eldeco Apartments
Sectore 48
Noida - 201 302. India.
Phones:[protected]
Mobile:[protected]
email: [protected]@yahoo.com


--- On Wed, 8/7/09, Vikas Arora <[protected]@kent.co.in> wrote:

From: Vikas Arora <[protected]@kent.co.in>
Subject: FW: AMC FOR KENT AUTOMATIC WATER SOFTENER
To: [protected]@yahoo.com
Date: Wednesday, 8 July, 2009, 1:51 PM

Sir,
We refer your case to management but they are not convincing since your warranty is over it will be on chargeable basis. Approximate cost will be Rs8000/- for further discussion you can mail it to Mr. [protected]@kent.co.in
Ph-[protected].

Thanks & Regards
VIKAS ARORA

From:
Vikas Arora
Sent: Mon 7/6/2009 2:52 PM
To: [protected]@yahoo.com
Subject: AMC
FOR KENT AUTOMATIC WATER SOFTENER

Sir,

Reference to discussion & telecon we are giving our AMC PAPER for your consideration.
Thanking you

Regards
Vices Aurora

--- On Thu, 9/7/09, kapil rohatgi <[protected]@yahoo.com> wrote:

From: kapil rohatgi <[protected]@yahoo.com>
Subject: Fw: KENT WATER SOFTNER URGENT ATTENTION NEEDED
To: [protected]@kent.co.in
Date: Thursday, 9 July, 2009, 1:19 PM

-- On Thu, 9/7/09, [protected]@yahoo.com
wrote:

From: [protected]@yahoo.com
Subject: KENT WATER SOFTNER URGENT ATTENTION NEEDED
To: [protected]@kent.co.in, [protected]@kent.co.in, [protected]@kent.co.in, [protected]@kent.co.in
Cc: vikas.[protected]@kent.co.in
Date: Thursday, 9 July, 2009, 1:12 PM

Dear Mr. R R Sapra

greetings!

We would like to thank you for introducing great products in the market and especially for the residents of Noida, the so called WATER SOFTENER. To tell you the truth that since the installation of the machine at my residence, the whole family have enjoyed the supply of clean clear water.

We had purchased your Water Softener and RO products at the same time about 18 months back by Mr. Abhishek assuring us of the best of the services all the time “We are only a phone call away”. However, last year we had constant problem with water softener. The visiting teams of technicians were of different views for the installation of the same but by that time it was too late to change the site of installation as all the pipelines were laid.

It is really shocking to hear from your visiting team of expert technicians including Mr. Abhishek that the machine is wrongly placed, (he was the one who visited us at the site and on his advise only the machine was placed) hence we are not getting the soft water in the tank and that we should approach him once the warranty is over to have reinstalled at extra cost. However, it seems that Company like Kent is interested in only selling the product with a very poor installation and after sales service team. After persistent insistence with KENT HO including Mr. Sapra and Mr. Vikas the problem was rectified and was informed by Mr. Abhishek that we don’t need to worry about the working of the machine as you don’t need do anything and we would take care. We were never informed about the filter in the machine. Hence, we feel that your sales person have misguided us at the time of selling and installation of the product.

Earlier also, at the time of taking the AMC for RO we were informed by the CUSTOMER CARE for the non-existence of AMC for water softener. Well, on our return from our holiday on 30th June my driver informed us about the crack in the said machine. Due to my father’s hospitalization we could not made a call. We called the CUSTOMER CARE on 4th July’09 Ref No. 193521 and Ref No. 193528 for the purchase of AMC for WS and RO. For RO’s AMC the technician visited us and we got it done.

BUT, when enquiring about the AMC for WS, we were informed nothing as such exist and you better call Mr. Ramanuj. On calling him the only reply we got was WS AMC is on and the cost of the container / body, promising that the technician would visit us the same day but to no avail. On 6th July’09 we called the CUSTOMER CARE and Ms. Kalpana / Ms. Ranjana; to be frank I don’t remember the name informed us about the non-existence of AMC for WS. Finally, we were told to call Mr. Vikas, who gave us time to listen to our plight and was ready to help.

The Technical team who visited us clearly told my wife on enquiring why nobody visited us for service till the time the machine was under warranty, the reply came “madam aap kahan rahte ho yeh India hai, yah par apne aap kuch nahin hota hai, aap hi ko call kar ke bulana parega” (madam
Where do you live, this is India, nobody comes without calling even if your machine is under warranty).

We were amazed to listen to his reply. This clearly shows the intention of KENT that how responsible is your staff both at CUSTOMER CARE and the TECHNICAL TEAM. It seems the motto is to sell the product only and forget about the after sales services. At the time of selling your Mr. Abhishek made 1000 promises but nothing worked.

After talking to Mr. Vikas for the same I was directed to Mr. Sapra GM Sales. After telecon with Mr. Sapra yesterday and was asked to send an email related to the above said issues. We are really shocked to hear about the non-existence of AMC, about after sales services and others which have really put us in doubt about KENT. It’s been 6 days and so far nothing has moved, left us wandering what will happen next, would be able to use WS again as it has been lying shut and we have been surviving on the quality of water supplied by Noida authority. Hope living with my patient father, we all will survive the ordeal of water full of impurities.

PLEASE help us to come out of it and live freely in KENT WS system.

Sir, we need your serious attention and intervention to solve this issue on URGENT basis.

Waiting for your positive reply on said issue barring which we might be forced to knock the doors of Consumer forum.

Hope that every issue would be sorted out at your earliest.

Await your early response

Yours truly,

Kapil Rohatgi
C 2 - 304 Ananda Eldeco Apartments
Sector 48
Noida - 201 302. India.
Phones:[protected]
Mobile:[protected]
email: [protected]@yahoo.com