Kent RO — Bad Customer Experience

I have purchased a Kent water filter (Serial No. KR[protected]) two years ago. Since the purchase, we have been facing issues with the filters and they are being replaced every 3 - 4 months which is absurdly unusual (recommended time is one year). The product is used moderately for a family of 3 people and the inlet water quality is tested as very good(TDS of around 300). We have raised this issue during the warranty period, but due to COVID restrictions back then, they couldn't check the product, so the service person kept changing the filters every 3-4 months for the time being as a temporary solution. In 2 years we have changed the filters more than "10 times" (each time costing around ₹3000 amounting to ₹30000). Six months back in march, again the service person visited and says that some pump has gone wrong and needs replacement which costs ₹6000 which is absolutely unacceptable. He also mentioned this is "happening only in our product". I am very unsatisfied and frustrated as it had cost us way more than the MRP of the product for maintenance in just 2 years.

Right now the product is out of warranty, but even during the warranty period we changed filters 2 times and I have raised this issue both times. But, due to the COVID situation, they couldn't do anything but send a service person to just change them for the time being. Since march 2022, I have raised multiple complaints through email and every time the response is "As per your trail mail We would like to inform you that we have escalated your case to our service team. please wait while they will look into it. Our team will coordinate with you soon." But I have not received a single email or a call in last six months.