I had a bad experience with the service team of Kent which I have put forward here. I bought a Kent Pearl RO water purifier from GM Enterprise, Tambaram.
The unit was working fine for initial three months and suddenly stopped a day without any prior indication or warning. I called GM Enterprise several times for organising a technician, finally they arranged for a technician who diagnosed RO membrane failure and left promising to come back with a new membrane. he didn’t turn up for a week after that we contacted Kent help line who issued an instant ticket number and a technician came to attend the defective unit the next day. After random inspection he diagnosed that the RO membrane has failed and replaced it with new one. The machine was put to test and the issue prevailed. He then replaced the flow restrictor(FRT) in way of the T-Piece on the blue hose. The issue prevailed again. The technician quietly removed the T-piece and disconnected the Solenoid Valve(SV) and tested the machine again. The purified water started coming in.
He then cleaned the internal parts and resorted to boxing up the unit. When questioned whether the assembly is completed, he promptly replies yes - all normal now. I asked him by showing one long and one short piece of blue color hose lying out as an extra part, he immediately lied that this is extra length cut out from the existing piping circuit; whereas, in fact he by passed the system.
Then I asked him about the SV remaining unconnected, his reply was the SV is not working and it is normally by-passed as this part is a frequent trouble creator.
I fail to understand how can a technician be so ignorant, willfully alter the design and misinform the customer just to save some parts under warranty. We take a very dim look at the quality of technicians who are assigned by not following any trouble shooting methodology, ethical practices and a careful approach to quality maintenance.
Finally, he agreed to have by-passed the design configuration without authorization. The defective SV was replaced by a new one.
When tried to register a complaint through Kent’s online chat, the representative, without even asking about the problem, directly informed us to speak to customer service help line. In the help line, one of their customer support representative, who didn’t even understand normal English and that we are making a complaint against the technician, simply provided us with yet another service ticket number. Above fact and format was reported to Kent through the feedback option in their website.