[Resolved]  Kent RO — poor quality uv filters

Jul 23, 2017

Updated by diff_2013 I purchased kent gold smart ultra filtration water purifier. Within 6 months the inlet valve failed and water started to overflow from all sides.

I called customer care and raised a complaint.in two days the request was closed stating address not found. I again raised a new request, two days later a person visited and tried to fix it. Even before it could be tested, he closed the request in the system. Next day i again raised a new request because it did not work. Later i was told that they will order new part and it will take 6 – 7 days. They again closed my request in their system.

After 8 days when i called the engineer i was told that the valve has arrived and next day it will be fitted. So it was fitted the next day and i was asked to again raise another request. Sadly the fixing did not help. I again called the engineer and he said that he will come with a pump system to check what the issue is next day. It was friday and i specifically allotted a time slot to him. He did not turn up. When i called he cut my calls, after an hour he finally picked up the phone. What he told me stunned me. He said he does not have the pump and he went for his friday prayers so could not come.

Since then he is not picking my calls. He is not interested to solve the problem. He will just mark the request as closed eventually in his system.
I respect the religious values of every individual in the country, however if the management of kent has some common sense, following things are a serious concern

1. Closing the request wrongly under reasons like address not found
2. Closing the request without proper testing
3. Asking the customer to keep on raising new requests for the same problem
4. Long delays in procurement of the components
5. Committing timeslot but not adhering to same and not even communicating back
6. No communication from kent or it’s engineers to customers about their whereabouts, estimated time of arrival and estimated time required to fix the issues
7. I have been taking causal leaves from my office work to be at home to allow the engineer to visit and fix the issue. I have so far wasted 5 cls
8. It’s now over 3 weeks but the issue is not resolved and this is a reflection of very poor professionalism on part of kent.
9. I admit my mistake of buying kent product and commit to confirm that i shall never purchase any single kent product ever in my life
10. Good luck kent and you need a million times improvement that what you are performing currently. Pathetic, may god help you improve.

Jul 24, 2017

Updated by diff_2013 As I anticipated, the request is closed by Kent RO. Keep it up and going. Your business shall go down the drain in years to come.

Jul 24, 2017

Updated by diff_2013 I called customer care, they told me that the request was open for too long so it's cancelled in the system. three weeks since the problem started, the problem is not resolved but the requests are closed.

Jul 24, 2017

Updated by diff_2013 I requested to talk to superior. They played classic dirty trick played by call center executives. They kept me on hold for over 10 mins and did not connect. I had to finally disconnect the call.

Jul 25, 2017

Updated by diff_2013 I would like to inform all consumers that kent water filter products have an inherent defect in it. See the specifications of this kent gold smart filter. Inlet pressure min 0.3kg/cm2. However it does not talk anything about the maximum pressure in technical terms.

My kent gold smart is overflowing, it does not stop after tank is full. I already had a bad after sales service experience. However there are some key observations

1. Kent sales now say to go for pressure reducer valve
2. Kent engineer says that yours is 11 story building and pressure on your third floor is high
3. Kent says that i should reduce the inlet tap rotation to reduce the water flow
This raises several concerns
1. Does it mean that those living on lower floors should not buy this filter
2. Kent product is substandard
3. Not enough attention is given to specifications
4. If this is the case kent should first arrange for a demo visit and have enough technical expertise and equipment to assess the water pressure
5. The product worked perfectly fine for first 7 – 8 months before it started to fail
6. Kent does not have any technical explanation for this behavior. They themselves do not know the operating range and limits of their product
7. Any specification with a range should have min and max. If only min is specified it’s technically understood that max is irrelevant or theoretically can be any infinite value
8. Min 100v to max 240v means that the product can not run if voltage is below 100 or above 240. Min 100v means that product can run on any voltage above 100 and max 240 means any voltage upto 240 is acceptable. Though no one designs like this. Hence there’s always a operating range.
9. Please i advice consumers to stay away from kent products. I had a very pathetic experience dealing with this issue, that’s an altogether different story.
10. Kent deserves to be pulled into consumer court.

Aug 24, 2017

Updated by diff_2013 The filter was attempted to be fixed by Kent engineer after a lot of follow-up. Sadly within 10 days it has started leaking again from the top. I conclude that Kent Gold Smart has a manufacturing flaw in its Inlet Valve mechanism. It just does not close properly. End of the story.

I have completely given up on Kent as a hypocrisy Kent is free to mark this complaint as Resolved. I won't mind and I have absolutely no expectations from a company that has no integrity in the first place.