KENT RO Systems review: Service

Subject: Formal Complaint – Pathetic Service and Demand for Compensation
To Whom It May Concern,
I am writing to lodge a serious grievance against Kent RO Service and its authorized dealer, Choudhury Home Appliances, for the appalling service provided and the financial loss I have suffered despite repeated payments for repairs.
On 29 August 2026, following a service request through Kent Customer Care, a technician from Choudhury Home Appliances replaced the RO Membrane, Carbon Filter, and Sediment Filter. I paid INR 5,150 for this service.
Subsequently, on 16 September 2026, I reported that the TDS level of the water was abnormally high (128 against the technician’s assurance of 60–70). Despite my request, the technician failed to visit.
On 21 September 2026, the purifier stopped working entirely. Another technician (from a different dealer center) visited on 22 September 2026 but refused to repair, citing that the earlier service was done by Choudhury Home Appliances. After multiple calls to Kent Customer Care, finally on 24 September 2026, Mr. Pradeep Choudhury visited and replaced almost all major parts of the machine (Kent Diaphragm Pump, TDS Control, Post Carbon, UF Membrane, SB). I paid an additional INR 5,100.
In total, I have paid INR 10,250 within less than a month for repeated part replacements. Shockingly, the same day (24 September 2026), the machine again stopped working, started leaking internally, and water flowed continuously from both the drainage and drinking pipes even when switched off.
Despite my urgent calls, Mr. Pradeep refused to attend on 25 September, citing personal travel plans. Kent Customer Care repeatedly assured me that a technician would visit on priority, but no one came on 25 or 26 September, leaving my household without safe drinking water.
This sequence of events demonstrates:
• Gross negligence and lack of accountability by Kent’s dealer and service staff.
• Repeated replacement of parts without resolving the root issue.
• Financial exploitation of the customer with no functional outcome.
• Severe inconvenience and health risk due to lack of drinking water.
I demand immediate compensation for the INR 10,250 paid, along with a formal apology from Kent. This case must serve as an example of how customers cannot be left helpless after paying for repeated repairs that fail to resolve the issue.
If Kent fails to act promptly, I will escalate this matter to the National Consumer Helpline and pursue legal remedies under the Consumer Protection Act, 2019 for deficiency of service and unfair trade practices.
Requested Resolution:
1. Full refund of INR 10,250.
2. Written assurance of corrective action against the dealer.
3. Compensation for the harassment and inconvenience caused.
I expect Kent to treat this complaint with the seriousness it deserves and respond without further delay.
Sincerely, Ravi
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