I purchased RO/water filter from the company authorized dealer at Dwarka Mor, Kakrola Extn, New Delhi in November 2012. At the time of purchase it was told by the sales executive that we would be provided free quarterly services for one year during which replacement of external filter (first level) would be free of cost every quarter and sediment and carbon filters (second & third level) would be changed free of cost after every 6 months i.e. during warranty period of one year. And the membrane (fourth level) shall be replaced as per requirement as the life of membrane though generally is about 3 years but depends on the care of external filter, sediment & carbon filters. And proper care and timely replacement of these three filters can increase the life of membrane further. Also he mentioned that there would not be any chance when all the filters shall be required to change altogether. During warranty period the technician who was coming (Mr. Pradeep) for servicing; replaced only external filter on each visit during warranty period as well as during subsequent timely services after warranty period till March 2014. Even on asking about the sediment and carbon; he said that since there is no indication of any problem hence these are not required to be changed. Even inspite of asking he did not check other filters ever during warranty and post warranty services done by him till March 2014. On 20th July 2014 when we called to request for normal service, new technician (Mr. Nitesh) came who told that membrane has been damaged and needs to be replaced alongwith all three filters i.e. external, sediment and carbon which would cost around 2400-2500/- among which the costliest one is membrane i.e. for rs.1650/- rest are of 160/-, 250/- & 250/- respectively and service charges in addition. On asking the probable reason of damage of membrane, he said that since the sediment and carbon filters are not changed timely the problem has been reached till membrane and that is blocked. He also reiterated the fact that generally all filters are not required to be replaced altogether if services are prompt and proper. When we raised the issue that due to negligence and carelessness of company representative why should we bear the cost of damages then Mr. Nitesh agreed to the fault of the previous technician and mentioned that the technician who was coming earlier has left the company. And to solve the issue Mr. Nitesh gave us the options to either take the AMC for one year costing to Rs.3550/- which shall include the replacement of all damaged filters or they would change the sediment & carbon free of cost (totaling 500/-) as these were to be replaced during warranty period and rest will have to be borne by us. If we disagree to the both we should put our remarks on the service invoice slip for further process and should speak to the customer care. He also mentioned that if we would use the RO without replacing all the filters and membrane it can further lead

early replacement of all filters including membrane so as to prevent the damage to the motor, if delay in process shall lead to any damage to the motor then that also to be replaced by the company free of cost.

Email Id: ksprajni@yahoo.