[Resolved]  Whirlpool Refrigerator - 265 Ltr Fusion — Pathetic product performance and worst after sales service

To,
The Manager
Customer Care
Refrigeratior Dept.
Whirlpool
Pune

I Rhishikesh Wagh bought 265 Ltr. Fusion Single door conventional whirlpool fridge in 2006.
From last 20 days I am facing below severe problems of this fridge :
i) Though cooling is set on minimum, generation of ice in freezer at frequent interval and because of that tripping several times.
Due to this, several time in a day, the water get drain out in tray kept on compressor. Excess water of it gets spell over on floor daily across the room.
ii) Refridg. door hinge on bottom corner is offset from the alignment. So door is not getting properly closed.

I raised service call on 19th Sept09, till date there is no concrete resolution from whirlpool service team.
Their service Engineer ( Mr.Sangram) visited on 21st Sept09 in hurry and in a minute of his observation, he concluded that this is severe problem and he may need to visit again for detail check. On first hand he felt to replace the refridg.door ( Its like advise to cut your leg if your leg has small wound.). he never turned back after.

On 26th Sept.09, I personally visited Whirlpool’s nearest auth.service centre, Phoenix Enterprise ( On Pimpre-Chichwad Rd.). The service-incharge called Sangram to understand his feedback. Sangram suggested to replace the refridg.door. On detail enquiry he further suggested to send some one to check again the cause of problem.
On my request, the service In-charge assured me that he will send expert again in next hour or so to check the fridge.
No one came to my place after that (My flat is hardly 1 km away from this service centre.)
Again I raised service call on company's Pune service number. To which their other service engineer (Mr.K/Gawade from Phoenix Entrp.only ) visited my place after 2 days. After complete check-up, he suggested to replace only the fridge thermostat and assured us that door problem will get resolved by putting washer @ door hinge at the bottom alignment part.
I agreed to it and told him to repair it urgently. Again he also not turned back even after 2 days. So I called him on his given mobile no. To my shock he told me that he went thru’ first report ( Sangram’s report) and he feel now the need of replacement of door along with Thermostat.

I requested him to again check the fridge and give me the final plan of action to resolve my issue.

But neither he nor any service tech. reverted back. Today its already 15 days are over but still the service team is doing trial and error. My basic question to company is :

i) Are your so called service engineers works on trial and error every time.
ii) Are you looking your service arm to really serve your customers or making superfluous profit by cheating them.
iii) Will you called this a quality product or your commitment to deliver poor quality? Is this company aim to delivery such poor quality products which will start giving problems to customers in 2-3 yrs of purchase?
iv) Is their no mechanism in your organization to track the unclosed Customer’s service calls. Are their no reviews (by seniors service experts) o[censored]nclosed service calls? Are their no SLAs on closure of service calls ?
Is it a normal course of action by your service team not to work on customer calls even after 15-20 days of registering it.
v) Will your service team take efforts to solve my problem ?

vi) Will you want to regain your customers confidence by puting the
escalation ladder on your website & bring more transperancy on your service
to customer.

Today, I regret on my decision to buy this pathetic product from such unprofessional company. For others, I will suggest not to go for purchase of consumer durables if they are not backed by professional service to support it.

Regards,
Rhishikesh Wagh
M.[protected]