[Resolved]  Whirlpool India — Complain Number - MB[protected] / MB[protected]

Address:

Thane, Maharashtra

We have Whirlpool Microwave MW 30BC and we have purchased this on 19 July 2012 from Vijay Sales. In July we got some issues in Microwave so we filled a ticket on 2st August 2014 and ticket no. MB[protected]. Two Engineer from SATGURU ENTERPRISE came (We have paid the Visit changes also i.e. Rs. 337/- on 18 Aug 2014) and they told us that there is some issue in PCB Board of the Microwave and as they do not repair so only option is to be replaced with the estimated cost of around 3500/-. We took time to think because engineers were not sure after we replace this part there would not be any issues and as we were in need so we later we raised another complaint MB[protected] on 20 sept 2014 and confirmed to Mr Vaibhav (who was very helpful) from Satguru Enterprise that we are ready to replace the PCB, so they checked and confirmed that this Model is no longer in the production so we cannot get the Part. We asked for suggestion what to do so Mr Vaibhav of Satguru Enterprise told us to select another Microwave Model and we can give you replacement but we have to pay Addition amount and we agreed. We went to http://www.whirlpoolindia.com/ and selected the Model Whirlpool Microwave GUSTO GT 288 (25 Ltr) (also suggested by Satguru Enterprise). Satguru Enterprise raised the request immediately and we were waiting for the call from Whirlpool, but even after 2 and half weeks we didn’t get any call so I checked with MR Vaibhav and he gave me the Branch Manager Mr Vijay’s number. Mr. Vijay discussed about the pricing where he less the 40% as product is 2 year old and then gave me additional amount as 6000/ and asked me to make a DD in favor of “WHIRLPOOL OF INDIA LTD”, so that they can process the request. I crated DD on 22nd Oct 2014 after taking leave from office and doing a following almost every alternate day with Mr Vijay, and Mr. Vijay told us that they do not have this Model in stock and they can give us only Microwave 25BC as this is the only Model they have in stock and to be surprise, our old model is MW 30BC and they are offering me now MW 25BC which is the same, so the frustrating part is, they are not ready to repair the machine and replace the part stating this machine is out of production, then how they are giving the same model again to customer? What is the guarantee if something goes wrong then? During the discussion with Mr. Vijay, he finally said here is my number for my boss “ Bhupendar Singh” Please speak to him and raise your complain… Called 4 time to so called “Bhupendar Singh”. 1st call – he attend the call and didn’t utter a single word 2nd call – he attend the call and said there is a network issue you call me on Monday, without even asking my name, what I want and who is this. 3rd call – didn’t answer the phone 4th call – didn’t answer the phone Finally being a frustrated customer, I called whirlpool customer service center to speak to someone who can provide me some value and spoke to on floor supervisor “Faizan” who listen to me patiently and said sir we can’t do much here, here is number for “Area manager’s office” [protected]”, call here speak to “Reshma More / Shiddesh” and raise your complain they can help you. I asked 3 time are you sure the office is open during weekends? Faizan took time and confirmed YES sir. I called the given number and no one picking up the phone. I would like to raise this complaint because we have done whatever we could, but we are still not getting any support or response from Whirlpool they do not have parts, they do not have the latest model, also they are giving us the Model which is the same which we are using and it’s not working. We want our selected new Model, or our DD and 60% value of our not working Whirlpool Microwave so that we can buy another Microwave of different company. When I look at the whirlpool website I get to see the following lines which is inspiring, but the after sale service is pathetic. Whirlpool saying….. Innovation: Unique and compelling solutions valued by our customers and aligned to our brands create competitive advantage and differentiated shareholder value. (My comment – We make innovative idea to loot customer’s hard earn money) Operational Excellence (OPEX): A methodology for solving problems & continuous improvement of products & processes through pursuit, acquisition, and utilization of knowledge using critical thought and planned experimentation helps us achieve operational excellence. (My comments – We have exceptional expertise in lootofying customer and we have proven methods time on time, in fact we have done six-sigma on this) Customer Excellence: Excelling the customer expectation from the company, its brands, products and services are a three-step process. The three steps are: Know a customer, Be a customer, Serve a customer. (My comments – we do not have such things in our word culture.)