[Resolved]  Mr — after sales service not provided by reliance digital / kent

Address:

405, konark apartments, 22 PATPARGANJ, New Delhi, Delhi, 110092

I purchased kent water purifier (Wp r. O. Grand model) from reliance retails ltd., shop no. 328, a, 3rd floor, great india place mall, plot no. 2a, sector 38a, noida. On 14.12.2018, vide bill no. C#60113693 for rs. 22, 472.31 with extended warranty for three (03) years i. E. Upto 14.12.2021.

That after the first servicing the flow of purified water was very slow.

That the fact of slow water flow was reported to the customer care – service request no. [protected] on 21.08.2019.

That a representative after inspection informed that there is a need to change the sedimentary filter of the ro machine and informed that he will be back for fixing the same the next day, i. E. 22.08.2019.

That from 23.08.2019 the flow of water from ro completely stopped and was reported the customer care centre on a daily basis as per details given below:

I. 27.08.2019 – call attended by mr. Smith and escalated to team manager mr. Sarang – who promised me that the filter has been ordered and is expected from mumbai within a day or two.in response, i requested him to send a technician atleast to ensure flow of water through ro machine, for which he assured that he will arrange one the same day or the next day – but till date nobody has been sent by him.
Ii. 26.08.2019 – requested kent / digital through their feed back portal to take back the machine as they have failed to provide this minimum service during the first year of warranty itself.
I. 28.08.2019 – call attended by ms. Tejal – who promised me that she escalated the case and assured that technician will be sent to our residence.
Ii. 28.08.2019 – received an sms from them that “we are sorry to hear that you did not have a great experience, your feedback will help us improve further, regards – relance digital.
Iii. 29.08.2019 – call attended by ms, tejal – who tried to connect mr. Sarang but he did not respond
Iv. 30.08.2019 – call attended by mr. Kainath
V. 31.08.2019 – call attended by mr. Akansha
Vi. 01.09.2019 – call attended by ms. Swapanali
Vii. 02.09.2019 – call attended by ms. Ruksha
Vii. 03.09.2019 – call attended by mr. Mayur
Viii. 04.09.2019 – call attended by mr. Sagar
Ix. 05.09.2019 – called service centre attended by mr. Sachin
X. 06.09.2019 – called service centre - mr. Sachin & sanjay
At last on 7.9.2019 it was fitted.

That, you can imagine the mental stress and tension caused daily to mein the morning to arrange for water bottles and making frantic calls to the customer care centre.

O. That kent / reliance digital has miserably failed to provide one filter to repair during first free servicing itself), i cannot imagine the fate / torture i will have to undergo for three and a half years more, i. E. Till dec. 2021.

P. That i have no other option but to return the machine and seek refund of the total money paid by me, i. E. Rs. 22, 472.31.

Q. That for the harassment underwent by me through mental tension and stress imposed by the inept handling by kent / reliance digital i may be compensated.

R. That such an act will certainly go a long way to ensure that proper servicing will be provided by kent / reliance digital as promised at the time of purchase to customers in future.

The feedback is given as desired by your office - through which i am constrained to approach your good offices to intervene in the matter and do justice to me by

(A) arranging the refund of rs.22, 472.31 and take back the ro machine and

(B) payment of suitable compensation for the harassment done by kent / reliance digital keeping in view the stress and strain underwent by me from 26th august with a infant child in the house.