[Resolved]  Kent RO — cheated and worst service by kent.

Address:

560037

Recently i have purchased a Kent grand purifier from amazon and get it installed by authorized kent agent. During the time of installation, i have not opted to install the pre filter as i was thinking that it's not necessary, but later i realized to install one so i called the customer care and placed a request for new pre filter installation.On call, the agent told me that they have 2 options of filter, first one is 700 (small) and 950 for big with no installation charge as i am under warranty. I have deiced to go for the big one and placed the request. 2 days back, the technician came and installed the device as shown in the image attached. When i checked the MRP on the box, i found that it's 700 rs only . As far as i know, no one should charge extra beyond the MRP value. so i asked the technician, why you are asking for extra 250 as the box is saying otherwise. Then he answered me that the outside filter plastic box is 700 and 250 for the sendiment which was very unsatisfactory answer because he opened the seal in front of me containing both the items.

I felt like cheated by technician. Instead of big filter, he might have installed the smaller one. To clarify my doubt, i called to the customer care and asked about 2 sizes of filter. Surprisingly they dont know, whats the difference in size apart from big and small.

Here comes the stupid service of customer support.

I have requested them to check and give me a call back. Customer support person agreed and told me that i will get a call back in 2 hours. but no one gave me a call back. So i waited more than 24 hours and then decided to call back customer care again and asked the progress on my case. Suprisingly they dont have any info. I told him the story again, then heard a shocking story from support person that 700 for pre filter and 250 for installation. I told him clearly, technician visit was free as its under warranty and also i have confirmed the same before placing the order.After lots of discussion, i requested him to transfer the call to his service manager but he refused to do so and told me to wait 2 hours to get a call back from senior team.

Again i waited for 6 hours +, but nothing happened. So i again called the customer care and explained the same story from the beginning and got the same response, I will arrange a call back.

So my concerns are,

where are the call backs? Don't they train the people who are attending the calls? because everyone having their own opinion. Don't they keep the notes of customer complaint? dont you have any responsibility for after sales service?

I am really frustrated now.