[Resolved]  Kent RO — lies and scam from service technician and executives of kent ro customer care.

Address:

Bellary, Karnataka, 583275

Date of incident: 24th jan 2019.
-client number: [protected]
-description of problem:
A) i purchased kent ro on 15th april 2018 and for regular first service, request raised on[protected] with id - [protected].
B) service technician attended the request on 23rd jan 2019 evening 5pm and charged 200 rupees for filter pad change.
C) the day after first service; prefilter busted with high sound and heavy water leakage. The incident happened on 24th evening at 6:30 pm.
D) i called the service technician (Santosh services - [protected]) on 25th morning with images of a busted prefilter. Upon query, he was not informing the reason for failure but said that it was damaged due to your negligence and upon further enquiry santosh informed that it is due to high water pressure; it was busted and we can't do any help, you should buy a new one which will charge 700 rupees, i was not convinced with the answer because how it could happen a day after the service done which was running fine for six months
E) then i called with another technician and addressed the response of santhosh; the reply which i got was it happens due to improper fitting and cleaning. The technician which santhosh sent was newly joined.
F) i called to customer care on 25th jan 2019 after raising the second request (Id[protected] and complained about the issue - i received the feedback that since the product is under warranty; it will be replaced freely and no need to pay any amount. After which i received a call again from santhosh but he said that until and unless you pay the amount we will not come for attending the service. Prefilter cost is 700 rupees but i can negotiate and charge you.
G) i again called to customer care; addressed the problem but this time it was informed that prefilter doesn't come under warranty, u need to pay the amount whatever is charged and upon request call transferred to senior executives - they connected a conference call with the area service manager. I asked three questions
1. How could the prefilter get bust immediately a day after it was serviced for the first time which was working normally until before? How immediately high water pressure problem occurred.
2. If it is not coming under free replacement then why it was assured on the first call of customer care. Based on customer care feedback, i argued with the service technician for being charged due to their negligence.
After discussing from conference call, senior executive assured that area service manager will call you by evening and resolve it and upon agreement, call disconnected.
H). I did not receive any call from either area service manager or customer care department but my request id was closed by it own stating in sms that "your request id could not be serviced and has been cancelled.
I). I again raised the request and service technician called me and stated that it will happen frequently in your location (Jsw township) as they will increase the water pressure on some days and it may bust but when i asked, please come down here we will meet admin section here and will show you the pressure and all with which water supply is being circulated daily. He then informed that sorry sir but you should pay 700 rupees and is negotiable. When i asked again that what is guarantee that it will not again bust, then he replied that i will install 1500 rupees cost prefilter in just 700 rupees with a guarantee for one year based on your request and i'm from a kent customer service technician. I think it as a scam and thought of calling customer care.
J) i again called to customer care. It was again connected to a senior executive who confirmed that i spoke to the area manager and will be calling you by the end of the day but till today morning i did not receive any call from area manager or customer care but my request again closed without any information on its own.

Till now no service person visited our home for service checkup or neither i received a call from anyone, kindly help as this a series of lies and scam from kent ro.