Well we have water and then we have the KENT RO Healthy Living water
When we decided that we should bring about a change in lifestyle and move to the convenient way of having pure , healty mineral water, little did we know the stress levels would go up and high BPs would prevail.
After months of boiling fresh water we decided to get an RO system….why Kent…cos it boasts about … here read the quote….” Our patented Mineral RO™ technology removes even dissolved impurities while retaining essential minerals, there by presenting the water in its purest form...”
Plus the sales pitch which included 24hr after sales service and grievance adddressal
The sales person was good in his job told us what filthy water we were drinking and how we were risking our lives by drinking such crap…we were hooked and placed the order to have this installed.
We chose The Kent Excel because…
a) it had storage tank
b) it had a booster which made it compatible for a two door hi fi fridge
c) and could purify upto 75 litres a day
Now the product itself is worthwhile and value for money….the installation was quick and neat. And overnight we had switched into a better mode of living.
We have had the product for around 2 months and all works well. No issues at all the product.
But on the 13th Sept the system broke down.
14th September -
A complaint was logged at the service centre - +91-120-3052059 (8 lines).
Here the complaint was duly noted and a complaint number given.
15th September – around midday a call comes in to ask for directions to our resident.
NO ONE TURNS UP!!!!!!
24 hours …. No service….
15th September 1800 – we call chasing the complaint.
Told this will not be fixed today. Its ok to adjust back and its only matter of a day…someone should be in tomorrow…..
Out of the window goes healthy living/ what filth you were early drinking etc….and its is implied that we will surely survive drinking normal water for a day….
The complaint centre offer
No help
No customer handling skills
No customer assurance….
So one feels 15000 down the drain!!!!
16th September – the support personnel turn ups….looks around needs to have a piece replaced…says will come back in the evening as has to get the part for the support centre.
Now the dwarka support centre is just 30 -45 mins away from my residence…but the the support personnel requires 6 hrs to do the same. He leaves….
1250 – I call the complaint centre to chase my complaint….but the systems are down
1300 kent calls me saying the engineer has attended the call…I UPDATE him and say he has to get a piece back…the support engineer has not provided any feedback to the customer support. Neither has customer support contacted us to ask if all is fixed to our satisfaction.
Am told this takes time and I should wait…..
Ok so once your money is paid and is never returning what can you do….asked him for the email address(sales@kent.co.in) and to be transferred to the legal department so that we can meet in consumer court….
Btw the customer support executive did not know the email address and while I was on the other is asking around yaar humara email id kya hain…and others are laughing saying don’t you know this!!!!
(Message for Kent – invest in good customer support you cannot be Number 1 if after sales service drops)
Immediately I get the local support centre number in Dwarka (9350813625), who at 1330 advises me that the part has been collected and is on its way to my residence.
1400 – acting on a brain wave I call the support engineer who informs me that he is going to collect the part and should be at my residence in 2 hours….
Another game of deceit ....
finally after 1530 was this fixed....turned out to a be faulty valve....
Now I am back to my healthy water an enjoying the conveneince....fingers crossed that nothing breaks down again as I dont think will be able to bear another round of customer support!!!!
Final analysis....GO FOR IT!!! customer support in India is bad anyway!!!!