[Resolved]  Whirlpool — Regarding Complaint Request no. [protected](WRLPOL-REF/NEO FR258 ROY 3S)

Address:	New Delhi, Delhi
Website:	www.whirlpoolindia.com

Hello Team,

I, Anjali Khandelwal has purchased a refrigerator on 16/11/2015 of Model- WRLPOL-REF/NEO FR258 ROY 3S.
Before completing a year crack has been came in lower body of freeze from inside.
Same I have reported on Customer Care of Whirlpool on dated 22.08.2016. My complaint been registered with complaint no. as [protected].
On dated 23.08.2016 one of local customer service representative a call to me for asking the address confirmation and confirming his visit time.

After almost an hour service representatives has came to my home, as I'm a working professional, so my mother has attended the two of them. They have asked the xerox copy of bill from my mother, she replied to them please wait for a while till my father came.

As she is suffering with some disease, she cant move much. But the rude guys are started misbehaving with my mother by saying that they don't have much time, they need to attend few more complaints and move out from the house in rush. My father came and asked them to stop for a while, he is showing them bill.but the guy again started to misbehaving with my father too. At the whole conversation running my father shout on him little high then only he came into the house and check the refrigerator.

After checking it up he told that one guy will come to collect the copy of original bill, please get it ready, and take the picture of the bill and moved out without making any suggestion to us.

I made a call to customer care representative to mark the complaint against service representatives. But whirlpool customer representative has taken the back step by telling that it is the duty of local supervisor to manage them, not ours. Whirlpool only registered the complaints related to appliances.

Is this kind of a service whirlpool is providing to the customers??
Neither the problem with Refrigerator been resolved nor your service representatives having manners to talk with elder ones.

Customer is dealing with Whirlpool not with their local supervisors. So, it is the duty of Whirlpool to make the clients satisfy with these kinds of issue. No body have that much of time to waste in today's world to manage such useless stuffs.

As a customer it's my humble and keen to request to you, kindly look into this matter or else I have to go towards the legal proceedings.

The above email send to whirlpool helpdesk on 23.08.2016. Afterwards there are so many mail conversations held with their customer representative over Email as follows-
Dear Team,
Your kind attention and response is awaited for further processing..


Thanks & Regards,

Anjali Khandelwal
Kota, Rajasthan
On Wed, Sep 7, 2016 at 11:50 PM, Anjali Khandelwal wrote:
Dear Team,
Do you have any updates on my complaint, as according to your mail received yesterday I'm going to receive updating feedback today on my complaint??
On Sep 6, 2016 18:28, wrote:
Dear Ms. Khandelwal,
We would like to inform you that our concern department is working on your concern and we will provide you the updated feedback on tomorrow.
Till then kindly cooperate with us.
Thanking you and assuring you of our best services and attention at all times.
Thanks & Regards,
Mamta
Care Manager- Service Operations Support
Contact number[protected]
E-Mail : [protected]@caretelindia.com
Whirlpool Of India Ltd.
Whirlpool Toll Free no. [protected]
From: Anjali Khandelwal [mailto:[protected]@gmail.com]
Sent: Tuesday, September 06, 2016 5:21 PM
To: [protected]@caretelindia.com
Cc: Raman Rathi
Subject: Re: Regarding Complaint Request no. [protected](WRLPOL-REF/NEO FR258 ROY 3S)
Dear Team,
As I have already gone through the 15 days rest period as per your request. Still you guys are not et all clear with the proceedings. I'm unable to understand the procedure you are going through for replacement.
Please provide the grace period of replacement after which no mail conversations will be carried out with you from my side.
And in reference I need to opt for legal proceedings & have to register my complaint over Customer Complaint Forum. You are examine the patience level of mine. Is this kind of services being given by Whirlpool?
Hope to get the proper grace period from your side in next conversation or else with in a day or two I have to take some decessions.
Thanks & Regards,

Anjali Khandelwal
Kota, Rajasthan
On Tue, Sep 6, 2016 at 5:04 PM, wrote:
Dear Ms. Khandelwal,
Greetings from Whirlpool…!!!
This is in reference to your trailing communication. At the outset, we thank you for writing to us and sharing your feedback.
We are understanding the details of the matter from our Service Partner and request you to bear with us till then.
Thanking you and assuring you of our best services and attention at all times.
Thanks & Regards,
Mamta
Care Manager- Service Operations Support
Contact number[protected]
E-Mail : [protected]@caretelindia.com
Whirlpool Of India Ltd.
Whirlpool Toll Free no. [protected]
From: Anjali Khandelwal [mailto:[protected]@gmail.com]
Sent: Tuesday, September 06, 2016 2:41 PM
To: [protected]@caretelindia.com
Cc: Raman Rathi
Subject: Re: Regarding Complaint Request no. [protected](WRLPOL-REF/NEO FR258 ROY 3S)
Dear Team,
The mentioned period for replacement been completed today as mentioned in a trail mail received from your side. But yet the replacement of appliance has not done.According to the policy it should be replace till of now.
Neither any conversation or updation received over the complaint nor any activities / notifications received for replacement.
Requested to do let me know the final date/ period of replacement or else I have to switch on for further required procedures against Whirlpool.
Thanks & Regards,

Anjali Khandelwal
Kota, Rajasthan
On Sat, Aug 27, 2016 at 2:05 PM, wrote:
Dear Ms. Khandelwal,
Greetings from Whirlpool….!!!
We would like to inform you that, we had a word with our concern department and your appliance replacement is in process.
Further, currently we are taking the required approvals from our concern department and once the approval will be done then we will dispatched the appliance on priority. However appliance replacement will take 10 to 15 working days to be completed.
Hence we would request you to till then kindly cooperate with us.
Thanking you and assuring you of our best services and attention at all times.
Thanks & Regards,
Mamta
Care Manager- Service Operations Support
Contact number[protected]
E-Mail : [protected]@caretelindia.com
Whirlpool Of India Ltd.
Whirlpool Toll Free no. [protected]
From: Anjali Khandelwal [mailto:[protected]@gmail.com]
Sent: Saturday, August 27, 2016 12:10 PM
To: [protected]@caretelindia.com
Cc: Raman Rathi
Subject: Re: Regarding Complaint Request no. [protected](WRLPOL-REF/NEO FR258 ROY 3S)
Dear Team Whirlpool,
According to your trail mail I have received a call from your representative Ms. Richa on 23.08.2016. And asked me to send her a copy of invoice & few pics of the the cracks which I have sent her via whatsapp same thing was already done by the local customer service representative came to my home on 22.08.2016.
She replied me via whatsapp that the crack is linear crack and my appliance will be replaced within 15 days as it is on warranty period.
But after that I haven't got any confirmation on email from whirlpool team in regards of this.
Requested to please update a current status of my complaint. Also let me know, if the product going to replaced then how the warranty be covered.
Thanks & Regards,

Anjali Khandelwal
Kota, Rajasthan
On Tue, Aug 23, 2016 at 4:28 PM, wrote:
Dear Ms. Khandelwal,
Thank you for writing to Whirlpool….!!!
At the onset, we apologize for the inconvenience caused to you.
We appreciate the opportunity to assist you and we have forwarded your concern to concern department as well they will get back to you on this shortly.
Your cooperation will be highly appreciated in this regard.
Thanking you and assuring you of our best services and attention at all times.
Thanks & Regards,
Mamta
Care Manager- Service Operations Support
Contact number[protected]
E-Mail : [protected]@caretelindia.com
Whirlpool Of India Ltd.
Whirlpool Toll Free no. [protected]

From: Anjali Khandelwal
Date: Tue, Aug 23, 2016 at 2:20 PM
Subject: Regarding Complaint Request no. [protected](WRLPOL-REF/NEO FR258 ROY 3S)
To: [protected]@whirlpool.com
Hello Team,
I, Anjali Khandelwal has purchased a refrigerator on 16/11/2015 of Model- WRLPOL-REF/NEO FR258 ROY 3S.
Before completing a year crack has been came in lower body of freeze from inside.
Same I have reported on Customer Care of Whirlpool on dated 22.08.2016. My complaint been registered with complaint no. as [protected].
On dated 23.08.2016 one of local customer service representative a call to me for asking the address confirmation and confirming his visit time.
After almost an hour service representatives has came to my home, as I'm a working professional, so my mother has attended the two of them. They have asked the xerox copy of bill from my mother, she replied to them please wait for a while till my father came.
As she is suffering with some disease, she cant move much. But the rude guys are started misbehaving with my mother by saying that they don't have much time, they need to attend few more complaints and move out from the house in rush. My father came and asked them to stop for a while, he is showing them bill.but the guy again started to misbehaving with my father too. At the whole conversation running my father shout on him little high then only he came into the house and check the refrigerator.
After checking it up he told that one guy will come to collect the copy of original bill, please get it ready, and take the picture of the bill and moved out without making any suggestion to us.
I made a call to customer care representative to mark the complaint against service representatives. But whirlpool customer representative has taken the back step by telling that it is the duty of local supervisor to manage them, not ours. Whirlpool only registered the complaints related to appliances.
Is this kind of a service whirlpool is providing to the customers??
Neither the problem with Refrigerator been resolved nor your service representatives having manners to talk with elder ones.
Customer is dealing with Whirlpool not with their local supervisors. So, it is the duty of Whirlpool to make the clients satisfy with these kinds of issue. No body have that much of time to waste in today's world to manage such useless stuffs.
As a customer it's my humble and keen to request to you, kindly look into this matter or else I have to go towards the legal proceedings.

Thanks & Regards,

Anjali Khandelwal
Kota, Rajasthan


Today on 08.09.2016, I have received a call from Customer care manager Ms. Mamta at 01:33 noon, and now they are telling that that their concern department has reject my complaint due to lack of documentation, while whatever the documents whirlpool asked from me at the starting step I have availed them. And it will going to take again a cycle of 15 working days to regenerate the request of replacement, while I have asked her for refund she told me it will also going to take 45 days approx.

I have asked her to marked me a mail in regards of the entire conversation held in between us at phone, but no such mail received from their side. I am fed up of by following them from the day I registered a complaint. Not a single updation was initiated from their side till of today.

I have a keen request to you please help me to get rid of the problem or suggest me what the further process I should select to resolve this. Your prompt response will be awaited.

The copy of purchased invoice has been also attached with the complaint for your reference including with the pics of linear cracks noticed in refrigerator.