[Resolved]  Kent RO — Poor follow up and maintenance by dealer for servicing and machine quality not as good as the previous model

Address:	Gautam Buddh Nagar, Uttar Pradesh, 560093
Website:	www.kent.co.in

I has exchanged my previous model of the Kent RO for a newer model Kent Pride in January 2016. At the time of purchase, I was told that there would be two free services during the year and all parts would be replaceable within the warranty period of 1 year. Unlike earlier, the dealer does not follow up on servicing (since it is free and there's nothing in it for him), and says it's the responsibility of the customer to call them (the customer usually calls only if there is a problem, in my experience).

Now, the machine is 1 and a half years old and I called the service center to report a leak. The technician on arrival discovered a leak in the pump and I have replace it at a cost of Rs.2, 795 (incl. service charge of Rs.385). The reason for the leak - the filters are clogged, due to which the pump gets dry causing it to rust!! (This would not have been the case if the free service has been done by the dealer).

I would like to mention that the previous model that I had (Excel with the overhead storage tank) gave me no problem for over 10 years, except for changing filters, and I finally had to replace it as the dealer said the parts were not available as the model was phased out.

Now, this machine is not working efficiently in less than 2 years, which leads me to believe that either the quality of the machines have declined over the years or the dealer's service staff are trying to fool the customer into replacing parts unnecessarily. I would appreciate a refund of the service fee and replacement costs for this visit as it is technically my first service since I bought the machine.