[Resolved]  Kent RO — issue with filters request no.[protected]

Address:

500036

Hi kent team,

I have purchased kent 9 prime ro+uv on 22nd jan 2017 through snapdeal. I have registered a complaint regarding my water purifier. Request no.[protected] as the purifier was unable to purify water. The technician visited on 20th october and identified the problem with the carbon filter and said that it would cost rs.1000. I asked him the reason for the issue and he said that water quality or the pressure of water. I came to my senses and asked him what else could be the reason the issue. He reluctantly said that it happens and needs to be replaced. I told him that i am unsatisfied with his reason and i would contact kent customer service.

I contacted kent customer service and explained her the entire issue, she at a point told me in a rude tone “sir if you want to replace them replace or else don’t”. I explained my concern again then she transferred/escalated the call, i was on hold for more than 8 minutes and then requested for call back which didn’t happen. Again, after few hours i called kent customer service again this time they said that they would send a senior technician and i specifically stressed that i would need a proper reason why the issue occurred and then only i would replace the filter. To my surprise my request was cancelled without any reason, i tried calling kent customer again, but they were closed.

Now below are my points which doesn’t make any sense why the filters stopped functioning:

Under kent maintenance manual it clearly states that the filter needs to be changed for every 12 months (Same being mentioned on the filters) but the service that these filters provide is less than that.
The purifier uses only drinkable municipal water for its entire purification process.
The pressure is fine as the technician who installed it, cleared it at that time.
On the same date my friend purchased same purifier but there is no problem whereas they use hard water.


Experience with kent technicians:

Today on 20th october when i repeatedly asked the technician about the reason for carbon filter going bad he then stared giving many unreliable reason as “the people who use purifier in ground floor get better life than the people at first floor”. And when he came to know that the filter warranty he changed his tone and directly quoted price for changing.

A technician also visited me few months back and i asked him to check my machine for any problem, he said that the machine has no problems (When he came to know that it being the 6th month). He just hammered the carbon filter and said that its working fine, when i discussed the same with my colleagues and friends who use kent they said that the technicians won’t identify any problem till 6 months are completed. Once 6 months are completed they start telling all the problems.

I purchased kent knowing as the brand has better reach and many people have been using. Also, i have purchased knowing that other brands would provide me a better deal.

My request is that you change the filters which has been causing problems at the earliest so that the trust and a good name on the after sales service is restored.

I hope you would take this complaint as a mirror image to your after sales service and resolve it at the earliest.

Regards,

Nikesh konda.