[Resolved]  Whirlpool India — Bad Customer Experience

Address:Bangalore, Karnataka

With deep regret and frustration, would like to share my inexperience as a customer on product, customer service and poor/no responsiveness

It’s been little over 2 years that I got into this state of misery, when I first replaced my Samsung washing machine (that I used with absolute no issues ) with the Whirlpool 7K front loading Sports model. Immediately within six months under warranty, the entire drum assembly was replaced, That time only I asked your technician for a replacement as was not comfortable with this product, but then was given a false assurance that there will be no problem and is just one off..after that I have had series of problems …replacement of
1. Power card,
2. User card - twice,
3. Electric heater,
4. bearing ..
5. door assemble,
6. rubber seal..

except the body which is also of an extremely poor quality .. I reckon every part has changed. Please understand the poor Turnaround time to fix the issue results in the poor availability of the washing machine is no more that 60% which resulted into enormous expense from my end,
1. To hire a temporary maid to wash clothes (6K INR in 2 years),
2. Based on your technician advice got the entire electric circuit checked (2K INR for this) – no problem reported though.
3. Paid for the spare part when the machine was out of warranty (4K INR)
4. Based on your technician advice put some chemicals / softening agent – (2.5K INR) - that I have not been using when used Samsung
5. Took AMC (~ 3K INR ) which is ongoing took sometime end of January or February 2012 .

Now again immediately after taking AMC, the machine went down in couple of weeks for pump not working and after multiple follow-ups I was told it needs a replacement but spare part is not available and again took 2 weeks to inform me that the machine needs a replacement that too after me calling multiple time, and requested me to present original bill (made me laugh), though I after a lot of struggle could get the bill and produced the same to them. Its nearly 4 weeks now no action been taken on this .. though have called not less than 15 times to your call centre ([protected]) spoke to Miss Shuba of Escalation department and kameshwari of replacement department .. (all talk with no substance).. “Apologies for the inconvenience caused” , “Understand your problem” et all.. sick of listening all these Gyan, as a customer, I need a quick solution to my problem .. and this inefficiency within your customer service team.. zero collaboration between your multiple department has really make me feel bad about my choice.. I am not going to stop here .. will launch a parallel campaign to ask people not to buy Whirlpool product if my request has not been taken up with in3 working days from now. .. Kameshwari gave me a lame excuse of she has been reaching to my old number (not sure why , as the new number was shared with them earlier only) .. though again shared the new number but then also she didn’t revert back to me, its more than 8 days .. I am highly frustrated, disgruntled customer of whirlpool and feel like replacing all other appliances of whirlpool at the first opportunity, due to all the in experience I had in this particular case… It’s an unfortunate that company spent million of dollars on Advertisement and publicity but don’t understand the power of mouth publicity, if you then would have not mishandled me in this manner.

Dropping a note to global team as feel they can quick take some action with the local team here in India Bangalore .. Appreciate a response back from your end …

My Details
Rakesh Jain
Email ID: [protected]@gmail.com
Phone number: [protected]
Product details: Washing Machine. Sports model, 7K Front loading

Please feel free to reach out to me in case you need more information from me at the above number. Earlier complaint was also unheard.please find the attached
+1 photos
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Aug 13, 2020
Complaint marked as Resolved 
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