[Resolved]  Kent RO — kent maxx technicians misbehaviour

I had booked a service request on 04th september, 2018 for my water purifier kent max for normal servicing job. My request no. Was[protected]. The machine was under warranty. The job was originally assigned to one mr. Binay (Cell[protected] via text message from kent. However, one mr. Anil (Cell[protected] from royal service, an authorised service franchisee of kent, had visited my home at 4.30 pm yesterday. Initially we hesitated to allow him as he did not wear kent’s uniform and as such has no proof that kent had sent him for the job. But as he insisted, we somehow allowed him to carry out the job in good faith. He had started servicing job and at 6.30 pm when he finished it off, the machine started leaking water profusely. When we asked him to repair the same as it was not there before he started his job, he expressed his inability to do the same. We instantly called kent for a senior technician. Accordingly, one ms. Moumita chakraborty called us up from the aforesaid service agency and told us that no technician could be sent instantly and we must let her person go and she would arrange someone in due course to complete the servicing. When we argued that her technician had damaged our new machine under warranty badly, she started abusing us over phone, teaching us manners and saying sarcastically that we did not make any big deal by purchasing a machine from kent etc. We ignored these saying we wanted a senior executive today at any cost as water is dripping from the machine constantly and we have no other alternative source of drinking water without this. Then a senior technician, mr. Priyabrata hazra, came and instantly started abusing us saying it was a mistake on his part to visit our home. He even warned me, saying – you can go at any length, complain at any level, but this will not be repaired. Then i told him that i will call police if he continued such howling and shouting and abusing us without taking any action to repair the damaged machine. Seeing we are stubborn, he finally admitted that the junior technician, mr. Anil, had somehow damaged the ccb of my machine and it requires replacement. I told him categorically that i would not allow them to leave unless and until they put my machine under warranty back to its original condition. After much argument and abuse, he finally replaced the same and left my home at around 8.40 pm at night. The entire fiasco created huge stress and tension for my octogenarian father and my wife and i have to call up a doctor yesterday for their treatment subsequently.

Now, vide this mail, i am raising certain issues to kent:

1. Do you really this it is a foul play of replacing genuine machine parts by a local one? If so, who will take the responsibility of the wrong-doing?
2. Do i really commit any crime by purchasing a water purifier from kent? I had been using the same from eureka forbes for last sixteen years and never faced such a problem ;
3. Can you stop sending any technicians from this service agency, royal service in future?
4. Do you send only authorised executive wearing uniform and carrying proper i-card for the safety of your consumer? It is highly unethical and risky to send any person for servicing whose name is not originally proposed by kent, in case of any untoward incident, will kent shoulder the responsibility?
5. Do you really take any action against this vinay and anil and priyabrata and moumita and the agency itself to set precedence? Or, do we really stop using your machine and stop recommending others to use the same?

I have not yet close the service as i am not at all satisfied with the issue and eagerly waiting for your response to my mail before initiating any further action on this issue...