This is to bring to your kind notice that I had purchased the below mentioned product from Essex engineers, Coimbatore for a very high amount. The machine is installed and till now being serviced only by Kent executives and I don’t have any knowledge regarding the water purifier. Once I had called the call center to a lodge complaint stating my problem. Kent sent me a service executive who serviced the problem and told me that the wall mount is damaged and needs to be replaced and asked us not to fill the water to the brim as it might break off. He clearly told me this is a problem with the mount and complaints like this are frequent and told me to lodge a complaint with the Kent for replacement.
I had called the Essex enginners, Coimbatore and they too asked me to lodge complaint with kent. Again 1st complaint with Kent, they told me wall mount does not come under warranty and after arguing with them they lodged complaint. The response from Kent was great they sent me a message stating the case is closed for unknown reason.
Again I had called them to check what is the problem. They gave me a funny reason stating that they called me once and my number is not reachable. This is the height of irresponsibility and genuine case of avoiding the problem. I again raised the complaint & this time they could not avoid saying any reason. They agreed to send me a executive and he said he will get back to me. A lady from essex engineers(9361130077)called me and said this is not covered under warranty and I have to pay and get the wall mount even if it is because of manufacturing defect. I argued and she did not have any answers because the product is serviced only by Kent executives. She said she will do me a favor by taking pictures and send them to Kent for feedback. I agreed to it and she immediately closed the case stating the complaint resolved. I checked with her why she had closed my case and they reply was she cannot have a complaint in open status for a long time. But she promised me to get back to me.
I has been long time & there was no update from Kent or the local representative regarding my issue. I called the lady in the above mentioned mobile number but it was switched off. I called kent customer care number to raise another issue. When I spoke to them the call centre executive mentioned that the local executive had reported no damage to the mount and hence no followup required & case closed. I raised a new complaint stating that the issue is still open and unresolved. Immediately after the new complaint the executive from essex engineers(Local dealers) called me and said they have received the reply from Kent and the reason is physical damage by customer.
How in this world a customer would damage a wall mount if it serviced by Kent executive. If it damaged physically this has to be done by the carelessness of the Kent representative. I understand that Kent and Local authorized service representative failed to get back to me on time because my warranty period is getting expired by tomorrow. This shows how cheap a company like kent do this to a customer.
The best part is the local service provider have forwarded on more similar complain of Mr. Paramasivam unknowingly to me. This is a clear case of manufacturing defect as pointed out by the service executive and the company is cheating millions of poor customers stating physical damage.
I need a proper reply from Kent regarding my problem.
Please find the my product details below
Customer Name: Mr.Ashvin
Contact Number: 96777 40082
Serial Number: KR1609014330
Model: Pearl
Date Of Installation : 05.01.2017 - 170107-00461
Nature of Complaint : Mounting Hook Cracked. Unable to fill the tank.
Remarks: Need Free Replacement
Customer Name: Mr.Paramasivam
Contact Number: 94433 17932
Serial Number: KR1704015666
Model: Pearl
Date Of Installation : 30.06.2017 - 170630-05054
Nature of Complaint : Mounting Hook Broken.
Remarks: Need Free Replacement