Complaint lodged with Consumer Court and forwarded to Kent Complaint cell given below in detail for redressal of grievance (which is self explanatory) -
(a) to take back the RO purchased and / or (b) to pay compensation for the harassment done so far.
Chandra Kala Rajan
Chandra K. Rajan <[email protected]
4:17 PM (2 minutes ago)
to dchand1, sandeeps1, kamalk
Dear Sir / Madam,
I purchased Kent RO Grand water purifier through Reliance Digital, GIP Mall, Noida on 14.12.2018. After first servicing on 12.08.2019, it started giving trouble and water flow stopped on 21st Aug. Repeated reminders / requests / complaints from 21st Aug. for repair or taking back the unit went in vain.
I had no other option but to resort to consumer court for redressal.
A copy of the complaint lodged is forwarded for your information.
Request (a) either to take back the machine and / or (b) meet me in the consumer court
Chandra Kala Rajan
Confirmation received attached:
Consumer Affair [email protected]
4:07 PM (5 minutes ago)
Your Grievance has been successfully lodged and your docket number: 1565525.
Please visit Track Grievance and enter the above docket number.
To know how to be a digitally safe consumer, please visit https://consumerhelpline.gov.in/ncd2016/microsite/
Local circle is a social media platform that connects citizens/consumers for discussions & solutions by collective participation. You may like to visit Connected Consumers Circle
Attachment is as follows:
Respected Sir / Madam,
I would like to submit your goodself the following for redressal of my grievance and provide me justice:
a. That I purchased Kent Water Purifier ( WP R.O. Grand model) from Reliance Retails Ltd., Shop No. 328,A, 3rd floor, Great India Place Mall, Plot No. 2A, Sector 38A, NOIDA.on 14.12.2018, vide Bill No. C#60113693 for Rs. 22,472.31.
b. That I was convinced to take extended warranty for three (03) years, explaining me the various benefits by way of servicing and providing filters / elements / electronic replacements, etc. for 3 years, i.e. upto 14.12.2021. Vide MyresQ Plan Serial No. 887587, dated 14.12.2018. (Payment for which has been included in the above referred Bill No. C#60113693 for Rs. 22,472.31.
c. That the R.O. was delivered at our residence at 405 Konark Apartments, 22 Patparganj, Delhi 110 092 on 15.12.2018 – vide Delivery Note No. 7010477964, dated 15.12.2018.
d. That on my request for first servicing, (Service Request No. 8031181368) Representative from Kent visited our residence and performed the same on 12.08.2019.
e. That after the first servicing the flow of purified water was very slow.
f. That the fact of slow water flow was reported to the customer care – Service Request No. 8031557877 on 21.08.2019.
g. That a Representative visited my residence and after inspection informed that there is a need to change the sedimentary FILTER of the RO machine and informed that he will be back for fixing the same the next day, i.e. 22.08.2019.
h. That from 23.08.2019 the flow of water from RO completely stopped and was reported the Customer care centre on a daily basis .
i. That I am living with my spouse, daughter and grand daughter.
j. I explained to them the need of the urgent repairs at the earlier on daily basis as per details given below:
i. 27.08.2019 – call attended by Mr. Smith and escalated to Team Manager Mr. Sarang – who promised me that the Filter has been ordered and is expected from Mumbai within a day or two. In response, I requested him to send a Technician atleast to ensure flow of water through RO machine, for which he assured that he will arrange one the same day or the next day – but till date nobody has been sent by him.
ii. 26.08.2019 – Requested Kent / Digital through their feed back portal to take back the machine as they have failed to provide this minimum service during the first year of warranty itself.
i. 28.08.2019 – call attended by Ms. Tejal – who promised me that she escalated the case and assured that Technician will be sent to our residence.
ii. 28.08.2019 – received an SMS from them that “We are sorry to hear that you did not have a great experience, your feedback will help us improve further, Regards – Relance Digital.
iii. 29.08.2019 – call attended by Ms, Tejal – who tried to connect Mr. Sarang but he did not respond
iv. 30.08.2019 – call attended by Mr. Kainath
v. 31.08.2019 – call attended by Mr. Akansha
vi. 01.09.2019 – call attended by Ms. Swapanali
vii. 02.09.2019 – call attended by Ms. Ruksha
k. That Kent / Reliance service outlets in NCR had not had neither one filter nor could arrange one Filter from 26.08.2109, even after 08 days of the requirement..
l. That even today, i.e. 2.09.2019 I was informed that they will escalate the issue and do the needful.
m. That in the absence of purified water, I was forced to purchase one or two water bottles from the market to meet our requirement.
n. That this has caused mental stress and tension daily in the morning to arrange for water bottles and making frantic calls to the customer care centre.
o. That Kent / Reliance Digital has miserably failed to provide one filter to repair during first free servicing itself), I cannot imagine the fate / torture I will have to undergo for three and a half years more, i.e. till Dec. 2021.
p. That I have no other option but to return the machine and seek refund of the total money paid by me, i.e. Rs. 22,472.31.
q. That for the harassment underwent by me through mental tension and stress imposed by the inept handling by Kent / Reliance Digital I may be compensated.
r. That such an act will certainly go a long way to ensure that proper servicing will be provided by Kent / Reliance Digital as promised at the time of purchase to customers in future.
In view of above, I am constrained to approach your your good offices to intervene in the matter and do justice to me by
(a) arranging the refund of Rs.22,472.31 and
(b) payment of suitable compensation for the harassment done by Kent / Reliance Digital keeping in view the stress and strain underwent by me from 26th August with a infant child in the house.
Thanking you and with regards
Chandra Kala Rajan