[Resolved]  Kent RO — Service Contract

Address:

Gautam Buddh Nagar, Uttar Pradesh

Sir/Madam,
This is with regard to 5 year service contract of Kent RO Systems Ltd from Aquair Service Point, address: Saba Complex, Shop No. 603, near Khurram Nagar, Police Chowki, Picnic Spot Road, Ring Road, Lucknow valid from 27/03/2015 to 26/03/2020.
I had purchased Kent Water Purifier (Grand +) (batch[protected] from Sadana Electronics, address: 4/295, Vivek Khand, Gomti Nagar, Lucknow on 10/03/2010 vide Invoice no. 73/1266.
Initially for the first 5 years, AMC were duly made and acknowledged with Rs[protected]/- annual charges with change of sediment and carbon membrane. The service managers would constantly remind for change of filter and membrane every 11th month and last year, that is, on 27/03/2015 on trust of the company and authorised distributor we undertook a contract for 5 years with a guarantee of regular visit and free replacement of filter and membrane on annual basis.
On 25/03/2016, a complaint was lodged for annual replacement of the parts; vide complaint no. [protected] attended by customer care (Mr Ashutosh). On 26/03/2016, a service technician visited but the filter and membrane he brought for change were open and not in a sealed pack. This does not guarantee the authenticity of new product and is against customer satisfaction. I did not agree to get the parts changed and asked the technician to get sealed pack the next day. The same day, the RO stopped working. Even after regular calls & multiple reminders no person took care of the matter.
Today, 28/03/2016, a service technician (Shyam Singh) finally visited and repaired the same but he refused to change the membrane saying that membrane isn’t change on an annual basis. Until the 5 year contract was undertaken the membrane was changed regularly on annual basis. But now with the 5 year service contract, the quality of services has changed.
This is highly unacceptable on part of the company, spoiling the credibility of Kent. With such an inappropriate behaviour and unsatisfactory service, I would have to replace Kent Water Purifier with Purifier of another company and would recommend the same to others too.

Even today 10.03.2017 w/o visiting the service center refused to replace the membrane

Thanks in anticipation.
CA Naresh Batra
Flat 810, Surya Lakeview Apartment,
G-1, Vikalp Khand, Gomti Nagar,
Lucknow-226010
Contact no. [protected]
Email- [protected]@gmail.com