I have purchased Kent RO purifier in 2010 for Approx. Rs.13500 and till date spent around 8000+ on service.
Kent RO membrane after purchase lasted will 25-12-2012 and it was used against Ganga water supplied by RWA.
On 25-12-2012 I have got it RO Membrane replaced for Rs.3225 and till 25-April-2013 I have used the membrane against Ganga water. In April-2013 I notice the change in water taste. We started facing from Mar-2013. When we called technician he said RO membrane is not working and it has to be replaced again. I was not happy with the quality of product since it costs me Rs.3225 rupees and membrane was used in Ganga water. When product was purchased RO membrane lasted for more than three and half year. I seriously had doubt on the service spares.
Hence, I field a complaint with Kent customer care they have given me the no of service engineer named “Shiv”. During conversation with Shiv they even mentioned that it’s a rare case that the part needs replacement in short duration of time so that they offer 15% discount on new membrane. Since I was not happy with their response. But they maintained that they offer three months warranty and after that customer is supposed to purchase a new membrane. I am not happy because:
On what basis companies are taking the decision on warranty period of a product. If product cost 300-500 rupees 3-4 months of seems to be okay but 3000 rupees product can’t be sell with 3 months warranty.
Why warranty is not provided based on water supply. Ganga water is supposed to be the cleanest water and when new product membrane last for 3.5year then why new membrane ceased to work after 4months.
If customer complains to high possible level of company then complain should be taken as feedback and company should look into addressing the issue instead of offering 10-20% discount. Also I was given answers that 3months is been offered because other water purifier companies is offering only one month warranty. Does it mean that companies are making agreement among them to fetch the best possible benefit from spare parts?
It’s not easy to earn Rs. 3000 and I am not happy with product quality.