[Resolved]  Whirlpool India — Membrane filter defect in Whirlpool RO

Address:

West Bengal

This is my first compalin to Whirlpool customer care.

From: "PRADIPTA CHOUDHURY"<pradipta.[protected]@rediffmail.com>
Sent: Wed, 17 Jul 2013 14:31:37
To: "[protected]@whirlpool.com"<[protected]@whirlpool.com>
Subject: membrane defect
Hello,
We have purchased RO model no.11778 sl no.KRA[protected] on 15/01/2011.After 2years and 4 months we have replaced 4(four) filters on 06.05.2013.Your service engineer has replaced prefilter,RO membrane,plus sediment and pre carbon filter ,service request no was 3546.At that time TDS was 514/47 and Work desc is MN-13402d7412c0301225p.3/12/12.Unexpectedly after two months, just before 2 days we have found that no water is flowing out from the disposal pipe,taking much time to get filtered water.So we called customer care(SR no.KL[protected] to get the service.Your service engineer had came and reported that it is a membrane filter defect and we need to replace it again on chargeable basis.No change in water,no change of place then why the filter was get blocked within 2 month?It is confirmed that it was happened due to the manufacturing defect in filter.Now please tell me is it possible to change filter in every two month? I also called your customer care number ,they also told me that I need to purchase it again.Why I should purchase it again within 2 month,is the life of filter is 2 month only? where is our fault?what type of misuses we have done?
I request you to change the faulty unit at free of cost as early as possible because this is a matter of drinking water.
I expect you should take proper step as a trusted brand in India.Waiting for your feedback.
Thanks and regards
Pradipta Chowdhury([protected])
Nabanita Dutta([protected])

This my 2nd mail to Whirlpool customer care
Dear Customercare,
Already 4days passed ,till today no response has been given.It is an issue of day to day drinking water but you people are sitting ideal and expecting that we should buy the membrane filter again at Rs.2150.Also I have tried to register at "http://www.magicare.in" but it failed, till today I have not received the activation mail.You people are playing with customer.Please let me know whether I should throw out the product or you will take proper step asap.
Thanks and regards
Pradipta Chowdhury([protected])
Nabanita Dutta([protected])

Also I have submitted a complain through their website on 21.07.13 but still no reply .Whirlpool India don't have any mechanism to generate any acknowledgment for the support related email.I guess they don't monitor the support email box and also their support website "http://www.magicare.in" is not working properly.Even I can't find out any escalation matrix in their website.I wonder how whirlpool is doing business in this way.Please look into this matter.So many Thanks for your cooperation.


This is our last mail on Mon, 29 Jul '13 2:13p.
Dear sir / Madam,

Ref our trailing mail reg MEMBRANE Filter faulty of Whirlpool RO, pls find the attachment "Whirlpool RO case history.pdf". We have purchased the Membrane filler @Rs 2150/- on 06.05.2013 along with three other filters. Total we have paid Rs 3545/- including IC of Rs 115/- against Whirlpool service request no (SRN) 3546. Suddenly with 2 months 10 days, our RO became non-functional & we booked SRN KL[protected] dated 16.07.2013. Service emgr came & confirmed that MEMBRANE Filter is defective & we need to change. I refused to pay service charge of Rs 280/- as it's ridiculous that such a costly filterof Rs 2150/- became faulty within 2 months only & that also without any damage from our endor change of input water. Informatively, we are living total 18 families in the same apartment & using same input water from common overhead tank & all other's ROs / Purifiers are working normal. It simply proves that MEMBRANE filter was itself having some manufacturing defects. Subsequently I have informed Whirlpool Helpdesk reg this issue on 17.07.2013 & 21.07.2013 but didn't get a single response from Whirlpool end. Finally I was forced to purchase an alternative purifier from Eureka Forbes @Rs 1699/- on 22.07.2013 b'caz it's day-to-day drinking water issue.Scan copy of that invoice is attached FYI pls. Fortunately I got a call on 25.07.2013 from one service engr & was told that our faulty Membrane filter will be replaced by another new one & accordingly I was asked to book the SRN KL[protected] dt 26.07.2013. Later on 27.07.2013, service engr visited my home & changed the membrane filter. Subsequently output water seems to be normal although TDS was at little bit higher side (110 ~140) but as per service engr, it will gradually decrease. Most surprisingly again on 27th, the service engr asked for service charge of Rs 280/-. When I refused to pay, he removed the new Membrane filter & take it away.

Now pls tell me is this a service? Shall a customer is accountable to pay service charges for a product's manufacturing defect? What's the fault from customer's side that we should pay service charges to whirlpool at a frequency of 2 months 10 days? On the otherside, who will compensate Rs 1699/- (price of Eureka Forbes purifier) which I was not supposed to spend at all if Whirlpool changed the Membrane immediately / next day? Why Whirlpool took 10 days (16th July ~ 25th July) time to confirm me that it will be changed free of cost? I, as a general customer is too much disturbed / upset at Whirlpool's customer support. Pls do the needful & revert.


Regards,
Pradipta Chowdhury @[protected]
Nabanita Dutta @[protected]

Till today no reply from Whirlpool.Don't Buy any thing from Whirlpool,they are absolutely cheater.They don't have any customer support system.We have all the related documents.