[Resolved]  Whirlpool - Refrigerator — wrong delivery of product

To,

Whirlpool HomeCare Consumer cell,
Whirlpool of India Limited.
Consumer Services Head Office,
28, NIT,
Faridabad-121001.

Sub: Wrong delivery of refrigerator
Ref: Bill No [protected], dated 9th Aug 2008.

We would like to bring to your notice the agony caused to me by purchasing your Refrigerator.

A Refrigerator was purchased on 9.8.2008 from Vivek limited, Adyar, Chennai, Bill no: [protected](copy attached), Bill date 09.08.2008, model Whirlpool frost free 450 L Professional DLX, color Titanium and the delivery was made on the next day night(10.8.2008).

The package was opened on 11.08.2008 by the whirlpool technician and the color of the Refrigerator was not of the one we ordered. Immediately we called both the dealer (vivek) and the company’s customer care to inform the discrepancy. It was assured to deliver the right product within 24 hrs and to take back the wrong product delivered.

After many phone calls and follow ups, the dealer called us 12.8.2008 evening to inform that the color of product we ordered is not under production and is persuading us go for another color of a different price. But this option was given to me only after the 3rd day of my purchase. Your dealer is totally unaware of the color stock.

At the time of purchase we have been mis-informed on the availability of the requested Refrigerator color.

On 11.8.2008 we called your customer care number 66850000 and requested them to take back the Refrigerator from my house ( as our house is not a go down ) .we have recorded our message with your call center and our complaint number is 11810 .Till now(14.8.08), no action has been taken.

Starting from 10.8.2008 we have been undergoing lot of mental torture, waste of time, phone calls, unable to attend daily chores, unable to attend my baby, lack of concentration in my work, taking off to office etc.

All this could have been avoided if you would have given the color option at least at the time of delivery; instead we were given false assurances.
The attitude towards this by your customer care and the dealer is like “IT IS JUST A COLOR”. But from our perspective, it is a big investment on our household of our choice of color.

After all the blaming between your company and dealer, finally we are left very upset and unsolved. We expect your delivery of the product which we have ordered for . If this prolongs, with all the evidence, we shall take it up legally. The damage is done anyway.
I prefer to deal with your higher officials who can give me a responsible answer. Expecting your action as soon as possible.