All started on 27th Feb 2016, when I bought Kent Pearl(KR1511000605). The agency guy came and installed it quickly.(Attached the invoice)
In less than 5 months on 11th July 2016 the device started leaking from bottom, we raised a service request(case ID- 160227-01769) and after following up many times the service engineer came and said that the RO tube is blasted and is causing the leakage and it needs to be changed. We said Okay change it.
After less than 4 months on 3rd Nov 2016 it again started leaking and again I opened a case(case id- 160711-01108) I followed up some 10-20 times, spoke to nodal manager escalated it 2-3 times begged them to send someone. meanwhile the service officer Saravanan(937922777) misbehaved on phone and abused me multiple times.I complained about the same multiple times to kent but no resolution. finally I gave up. they sent some other technician he inspected the device and said this time the sediment filter or carbon filter was blasted and we have to pay for it as its not under warranty anymore. This was unacceptable that so fast 2 out of 3 components of the device broke. But we had no option and had to rectify the device(invoice is attached)
Now in less than 2 weeks on 20th Nov 2016, we were out for half day at relatives place, after reaching back home we got the shock of our life, we saw the complete house flooded fully due to the leakage and faulty device:( the complete wooden flooring of bedroom got spoilt completely and is causing me a huge damage. I raised the complaint again and this time requested the call center team to escalate the issue(case id 161120-00002). but they again sent the same junior technician who was confused last time as well. He told us that the 3rd part, the only remaining original device part is broken this time. We couldn’t digest this that so fast all the parts of a brand new device have got spoilt. Just to get the route cause we requested him to allocate senior technician as this was a really big damage for us we were really worried. He promised and left the home. But to our luck they closed our complaint(unacceptable)
on 27th Nov 2016 I had to open one more complaint(case id 161127-02334) again, this time I called customer care, escalated it to senior officer their and requested them to assign an officer directly from Kent and not from any agency(I specifically told not to assign Mr Saravanan(937922777) due to misbehaviour of him), (you can check your call logs), as usual they promised the same but again to our luck they again assigned Mr Saravanan(937922777), From past 3 days this person has been calling me telling that he will come today . But its just on phone call.
I would like to raise the following concern
Who will pay for the damage(almost worth 1L) because of the faulty product from Kent
I need a replacement for the faulty product, I have had enough of trouble because of the same.
Do you really listen to the customer voice? if yes where is the action? I did complaint multiple times on multiple platforms but no luck.
How many times one has to follow up for any issues with the device
All this is under warranty, which is really really unpleasant and unacceptable.
Hope to hear back a constructive reply from you.
It has been 4 days since this email was sent and I have not heard back from anyone .