[Resolved]  Whirlpool India — Delay in providing a new Refrigerator

Address:

Kolkata, West Bengal

I have purchased a refrigerator on 24th June 2012. Suddenly on May 2nd 2015 we found out that the refrigerator is not working. We call at the whirlpool customer care. The engineer told that the refrigerator cannot be repaired at home so it has to be taken to the workshop. On 4th they took the refrigerator and send it back on 7th May. A person called back from the service centre and told that there is some leakage problem and it is not repairable. So they said that it is a manufacturing defeat. They informed us since the problem is from the company’s side, they would give some percentage of the price amount deduction, for the new one. They agreed to give 80% of the old refrigerator cost price for the new one. We choose a 3 door refrigerator model F283 D Royal (260 litre) Alpha Steel. I submitted the draft for the extra amount to their service centre on May 12th and they told the colour of the refrigerator we choose is available. At that time the person at the call centre told me that I would get the refrigerator within 7-10 working days. I called at their head office on 2st May, the person told rudely that it is in the process and would take 3-4 days. I got a call from the service centre on 25th May, to submit a photo of a tag on the refrigerator showing the serial number. I provided it on that day itself. On 26th May I again called at their head office about the status, that same person again told that it would take 3-4 more days. When I asked what it is taking so much time, he told it is an official matter. Again I called on 28th May in the hope that I will get the refrigerator on the coming Saturday. The person told the colour I selected is not available, the only colour available for that model is black. And also if I choose that, it would take 3-4day more for me to get the refrigerator at home. I called at another number provided by that person. A lady told that we have to take the refrigerator of the colour that is available else have to wait till June 15th. My concerns are on the following: 1) We as a customer has to suffer due to internal manufacturing defects of the refrigerator. They have deducted 20% of the cost price of the old refrigerator. Why should we be responsible for any amount of deduction. 2) The price of the new refrigerator is 3000 rupees more costlier than those sold by the dealers. 3) At the time when I submitted the draft, they told that I am going to get the refrigerator of the colour that I selected. So why your company cannot provide us that colour. And why didn’t they informed us between these many days that the colour is not available. As a customer do not we have the option to choose a colour. 4) After 16 days we are not sure when we are going to get the refrigerator. 5) The mental harassment that we are facing at this peak season of summer because of the inefficiency of the company’s procedures. 6) The employees interacted are not informed, are irresponsible and are not cooperating.