Kent RO — Unethical behaviour on AMC

Address:

400060

I am an user of Kent RO MAXX water purifier for the last 2 years. The first year we enjoyed great service from Kent. In August 2015, basis the advice of the Kent RO service engineer (from authorized service center M/S Swami Enterprises in Andheri East, Mumbai), we opted for an AMC and paid INR 1500/-. We were promised 4 free services (one per quarter).

In the last one year, I have not received any calls from Kent RO, nor has any engineer visited my house. About 3 months back, I proactively raised a request, and still no service engineer visited us . Last month, someone from Kent RO called and enquired about service. I immediately confirmed that the engineer can visit my house anytime, as there is always someone at home. And still no one came!

Today, I complained once again, using the harshest tones possible, and managed to get an service engineer to visit us. This time, the person came from SSV Enterprises. He came and explained that the poor levels of service were because Andheri East had moved from Swami Enterprises to SSV Enterprises. He checked the machine and confirmed that due to poor maintenance, now several parts need to be changed and will cost us INR 3200 !!

Irate, when I questioned him further, he highlighted that a regulator had been fixed to adjust water flow, and this was one of the reasons for the machine damage. This was something that we had got installed basis the guidance of the service engineer last year. He had no answers when I questioned him on the service that I had been provided for the AMC charges of INR 1500/-. He promptly said that this was beyond him to comment, as he represented SSV Enterprises and not Swami Enterprises.

Unsure and irate, again called the Kent Call Center (Mahesh Kumar) and this is what I was told:

a) Despite charging money upfront from customer, there was no provision from Kent to send service personnel on a periodic basis for servicing the installed devises.( This is against what was promised and sold by the Agents at the time of selling AMC. Also the AMC document clearly states that “Swami Enterprises” undertakes to maintain the machine for a period of one year !!)
b) Inspite of repeated requests, he refused to connect me to higher authorities, or share details of grievance redressal cell.

My questions for Kent are:

a) What is your definition of an AMC ? After charging INR 1500, do you really provide only “on-demand” service, and no regular quarterly service ? So, if for a year my machine works well, and then fails due to non-maintenance, whose fault is it ?

b) As a brand that promises “purity”, how do you ensure that your service agents provide the same advice? What is a customer supposed to trust?