[Resolved]  Whirlpool India — After sales service related

Address:	Chandigarh, Punjab, 160022
Website:	[email protected]

My Whirlpool 450 Lts refrigerator, had undergone a compressor change at the authorized service center in Jan 2016. Somewhere in mid of this year, it stopped cooling while the compressor was running normally. That's when it all started.
The authorized service engineer diagnosed the fault as module failure, and the same was replaced at a cost of something around Rs.4500/-. The problem persisted, as every week / 10 days, the fridge stopped cooling despite the fact that the compressor was running. A couple of times the engineer came, opened the back of freezer compartment, removed ice accumulations there, with boiling water and solved the problem. A couple of time we were suggested on phone, to simply shut down the fridge, rest it for about 12-15 hours and then start it. This too solved the problem, but it reoccurred after short periods.
On repeated complaint, for providing a permanent solution, the visiting engineer said " this is happening because of internal electrical wiring fault, the fridge will work only if the light on the front door panel is bypassed, but will have no effect on the work-ability of the gadget, rather we will upgrade the gadget." I had mailed to the company for suggestion on this up-gradation, but did not receive any reply. As this was the only suggested possible solution, otherwise the equipment would not have worked, so I consented and it was done. When the fridge was delivered on 28.07.2016, I paid Rs. 400/- only as up-gradation charges as the company had discounted Rs. 3800/- paid earlier for gadget replacement. This time again the same problem persisted as per earlier pattern, engineer comes, removes the extra ice formed at the back of the freezer compartment, it starts working, or we shut down the equipment overnight and restart it.
In first week of this month, service engineer declares that the compressor has burnt out due to overheating and has to be replaced with an estimated charge of Rs. 9000/- . Once told that the same is under guaranty, he checked the documents for verification and said it will be replaced free of cost but we have the bear the visiting fee, gas charging and transportation expense. Again consent is given and they transport the fridge to their workshop. Next day I receive a call from the service center that the compressor has been changed and the equipment is working fine. The same may be inspected and once the payment is made it will be transported back. In the meanwhile, again I had approach the SOS team of Whirlpool for a permanent solution to my persisting problem at : [protected]@caretelindia.com and .
Now to my utter disbelief, I am informed by the SOS team that only a capillary has been changed and not the compressor, but the gadget is working fine and the same may be collected. A good number of mail have been exchanged on this replacement of compressor / capillary issue, as I feel cheated at the hands of the company for experimenting on my gadget as well as extorting money from me on one pretext or other and still failing to deliver results. Anyway on continuous perusal of SOS team, I visited the service center to inspect the fridge on 25.11.2016, I was shocked to observe that the entire USP of the gadget has been done away with, so much so that one cannot even adjust the temperature of the freezer compartment. I fail to understand what type o[censored]p-gradation has been done, for which I have paid? Over and above to this DE-gradation, the metallic body of the fridge has been badly damaged during welding, the inner anti rust coating and the outer powder coating has been burnt out and replaced with brownish black patch. There are few transportation / mishandling scratches also.
The problem diagnosed intentionally or unintentionally was wrong. There was no need to change the module or upgrade the same later, as these were never defective. If they have diagnosed it right this time, that its a choked capillary fault, but during this process they have transformed my fridge into a cooling almira, from a high end gadget. There was no need to transport the fridge to the workshop for such a small repair, but it was deliberately done to manipulate things. Its the responsibility of the company to provide spares, where else we can find them? The entire episode is on mail, and can be forwarded if required. I want my fridge to be at least restored as per OEM specifications, but the company is adamant on its decision. To press their decision on me, they are not providing me with a standby machine as per company policy, even after repeated requests for the same.
Sir, if you find my grievance genuine and complaint justified, please insure that my equipment is restored to at least as per OEM specifications. I do not want to carry home a featureless cooling Almira, or preferably, I can go in for exchange with a similar or better model while paying price difference, if any. Thanks

Sunil Sekhri, Chandigarh.