Sep 15, 2013 10:35 AM
6901 Views
(Updated Sep 20, 2013 05:27 PM)
I purchased a Kent Grand+ on 14-Sep-2013. I had purchased this after seeing a demo arranged by Kent. The demo was provided by one company called Pure Water House in Bangalore, who are supposed to be handling sales and service for Kent in Bangalore.
When the demo was given, I was told that the MRP of the product is Rs.17000/- and if I purchase the product from Pure Water House then they will give me Rs.2000 discount (in other words, I will have to pay only Rs.15000). However, when I called up for purchasing the product one week after demo, I was told that now "new technology" and "new products" have come, so price has increased by Rs.500.
I agreed to purchase the product because I had already made up my mind after evaluating other brands of RO filters. I called the local agency (Pure Water House) for immediate installation. When their person came and installed the machine, I found that they have supplied a machine where MRP was old (Rs.17000).
*Just 45 minutes after installation, I saw water leaking inside the transparent chamber of the filter. Also, the quality of installation was very poor as the water pipe connectors started leaking water. I immediately called the Installation Technician and the Sales Person and requested them to fix the problem as too much water was leaking.
To my surprise and disappointment, they told me that it is too late today (was 3 PM afternoon) and they cannot fix the problem. I should contact Kent for these problems. I immediately tried calling Kent on the number provided on the instruction manual but was unable to connect (repeatedly getting problem messages on phone).
I wrote a mail to Kent and Pure Water House immediately. While the Pure Water House replied, the worst thing was that they said they were investigating and will revert on Monday. "Investigating"? There is an urgency because water is getting wasted and filter may also be at risk. Instead of quickly attending to the problem, they want to investigate (I wonder from where they got all that bureaucracy).*
If this is the situation that a new customer is facing, I cannot imagine the plight of old customers. Despite paying more money than what was told to me, I am facing a situation where Kent will not respond and local agency simply doesn't understand the urgency or seriousness of the situation.
Kent has not bothered to reply (I am not sure if anyone from Kent is looking at the emails at the email address provided in their brochures or user manuals OR even attending the phone number that is provided).
Update on 16-Sep-2013
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I am yet to hear from local agency (Pure Water House, Bangalore) whether they are sending any person to fix the issues. I again called up Kent Numbers (1800-100-1000 and 0120-3075075). After selecting right options in IVR, it asked whether I am from NCR region or other regions. When I entered other and provided Bangalore STD Code, all it did was to spell out around 15-20 phone numbers.
For a customer who needs urgent attention, this is the response of this company!!! Just throw 15-20 mobile phone numbers on customer and let him continue suffering.
I strongly suggest that one must totally avoid this brand. They have very poor service.
Update on 20-Sep-2013
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Filter has stopped working. Large quantities of water are leaking from inside the transparent chamber. As usual, both Kent and Local Dealer (Pure Water House) are silent and there is no commitment from their side to either fix the problem OR replace the unit OR refund the money.
No one should suffer like this, therefore totally avoid this product.
