Jan 13, 2017 05:02 PM
57216 Views
I have been using the Kent RO Grand Plus over the past 3 years.
On January 07, 2017(Saturday), I called up customer support help-desk and raised a request(Service Request Number: 170107-00165), for the servicing of the RO since, the filter change alarm was ringing. The RO was working perfectly fine except for the Filter change Alarm sound. I never got a visit from any service engineer on January 07, 2017.
On January 08, 2017(Sunday), I called up customer support help-desk again and told them about the previous request raised(Service Request Number: 170107-00165). After a few hours the Service Engineer(Shiva) from HIMA Inc. came on January 8, 2017. He checked the RO and told me that the filters and the microprocessor(choke) needs to be changed. He replaced the filters and the Microprocessor and billed me for INR.5, 035/- for which I made out a cheaque. The RO worked for a while and then started leaking and spilling water. I had water flooding my Kitchen and living room floor. The same engineer was called and he came back but, was unable to fix the issue that rose out of his poor knowledge and bad workmanship. Then his Team-mate was called to help fix the issue. Now another Service Engineer(Manjunath) from HIMA Inc. came and he assured us that the problem again was with the Microprocessor that was initially changed. The Microprocessor that was changed on the same day by the previous Service Engineer was a faulty piece. Hence it was changed again for the second time and then even a third time. Every-time the RO worked till one tank of water was filled and then, it stooped working completely. On the very same day the Microprocessor alone was changed 3 times saying that, the spare part was a faulty piece. The service provided was terrible and unsatisfactory and the RO that was, working perfectly before the servicing, was not working anymore. We were asked to raise another service request since the issue was not resolved by the service engineers.
On January 09, 2017(Monday), I called up customer support help-desk again and told them about the previous request(Service Request Number: 170107-00165) raised on Saturday, and they told me that they had escalated and that that they raise another request(Service Request Number: 170109-01692). However I never got a call back from the service engineer or the customer help-desk.
On January 10, 2017(Tuesday), I called up customer support help-desk again, and told them about the previous requests raised and they told me that they raise another request(Service Request Numbers: 170107-00165 and 170109-01692). Still I never got a call back from the service engineer or the customer help-desk.
On January 11, 2017(Wednesday), I called up customer support help-desk again, and told them about the previous requests raised and they told me that they raise another request(Service Request Numbers: 170107-00165 and 170109-01692). Then I get an SMS with apologies from customer help-desk. Still I never got a call back from the service engineer.
On January 12, 2017(Thursday), I called up customer support help-desk again, and told them about the previous requests raised(Service Request Numbers: 170107-00165 and 170109-01692). Then the Customer help desk told me that my previous service requests were CANCELLED. This was done without checking with me and neither was I intimated of the Cancellation of my request. They told me that the reason for which the request was cancelled is because my phone was not reachable. This is not true because I have been calling customer support help desk from the same phone and I have also received so many other calls all through out the day. How is it possible that only when, Kent Service engineer calls me, my phone was not reachable? Then I raised another request(Service Request Numbers: 170112-05510). Further to this, still I never got a call back from the service engineer or the customer help-desk.
Just because of a few inefficient service engineers and incompetent help-desk executives my service request was cancelled after repeated follow-ups from my end. I would also, like to mention that I have an 8 year old child and also have Senior Citizens at home. Water is a very essential element in the sustenance of life and, I am denied of Drinking water after investing in a Kent RO costing INR.15, 000/-.
