Whirlpool — Faulty Refrigerator

Complaint: The rubber seal of the Fridge door does not get closed properly because of which all the food and vegetables gets frozen. Unable to send Photos as mail is bouncing back. Extremely dissatisfied with Whirlpool I would like to bring to your kind notice that I am really dissatisfied with your service. I had purchased Whirlpool Neo Chill Fridge on 13th March 2013 from Reliance Digital. After delivery of the fridge I noticed that the wrong model was sent to me. After speaking with Reliance & Warehouse for days they agreed to send me the correct one. This was first instance of DISSATISFACTION. If I had not reported the in 2-3 days I would have stuck with a low model fridge even though I had paid more. I was happy that at least the fridge will be replaced and I will get correct model. But I guess happiness doesn't stays long when you have purchased a product from Whirlpool. I started experiencing problem with the exchange model. I reported this issue to the customer care and on the same day an engineer visit was done which I hadn't expected and I was happy with the service. But as I had said earlier happiness doesn't stays long when you have purchased a product from Whirlpool. The engineer who came to my place looked at the problem and told me that fridge needs to be replaced. I was surprised that the whole fridge needs to be replaced; they can’t just replace the door or rubber seal. The Engineer said rubber seal and door does not gets replaced and whole product needs to be replaced. He took the photocopy of the Invoice and said someone will get in touch with me in 2-3 days for replacement and pickup of the old Fridge. After 3-4 days when no one contacted, I called customer care and they informed me that Complaint has been closed by the engineer and stated that issue has been fixed. I was furious and this was the 2nd Instance of DISSATISFACTION. I again made a complaint and after waiting for numerous days the engineer visited, who said this issue can be fixed and no need for replacement. I was again surprised with the 2 different statements provided by the two engineers. He spent about 20-30 mins and told me that he has fixed the issue and if issue comes then I have to stretch the rubber. This was absurd but I agreed as he said that I only have to do this for few days and then rubber will be fixed. This was the 3rd instance of DISSATISFACTION. I had purchased Whirlpool Neo Chill Fridge on 13th March 2013 from Reliance Digital. After delivery of the fridge I noticed that the wrong model was sent to me. After speaking with Reliance & Warehouse for days they agreed to send me the correct one. This was first instance of DISSATISFACTION. If I had not reported the in 2-3 days I would have stuck with a low model fridge even though I had paid more. I was happy that at least the fridge will be replaced and I will get correct model. But I guess happiness doesn't stays long when you have purchased a product from Whirlpool. I started experiencing problem with the exchange model. I reported this issue to the customer care and on the same day an engineer visit was done which I hadn't expected and I was happy with the service. But as I had said earlier happiness doesn't stays long when you have purchased a product from Whirlpool. The engineer who came to my place looked at the problem and told me that fridge needs to be replaced. I was surprised that the whole fridge needs to be replaced; they can’t just replace the door or rubber seal. The Engineer said rubber seal and door does not gets replaced and whole product needs to be replaced. He took the photocopy of the Invoice and said someone will get in touch with me in 2-3 days for replacement and pickup of the old Fridge. After 3-4 days when no one contacted, I called customer care and they informed me that Complaint has been closed by the engineer and stated that issue has been fixed. I was furious and this was the 2nd Instance of DISSATISFACTION. I again made a complaint and after waiting for numerous days the engineer visited, who said this issue can be fixed and no need for replacement. I was again surprised with the 2 different statements provided by the two engineers. He spent about 20-30 mins and told me that he has fixed the issue and if issue comes then I have to stretch the rubber. This was absurd but I agreed as he said that I only have to do this for few days and then rubber will be fixed. This was the 3rd instance of DISSATISFACTION. After couple of days of stretching the rubber when issue keeps coming back I called customer care again and engineer again came at my place and this time he said the door needs to be fixed by installing a rubber bolt in the door and he does not has the part with him. He went and again came back after 3-4 days and installed the rubber bolt & stretched the rubber seal and got the call closed. Again after couple of days issue again started happening. I was really upset that what my fault is. I guess I purchased Whirlpool Product. The same engineer came and said that rubber seal will be replaced and part is not available and he will come back when part will be available which will take 5-7 days. After waiting for almost 7 days I had to call engineer to remind him that he needs to fix the issue. He came after 3 days and started removing the original rubber seal and then he realized that he has bought wrong rubber seal. This was the 4th Instance of DISSATISFACTION. He said that he will bring the correct part in again 5-7 days. Since the time he has gone the rubber seal has gone worse from both sides. I am really not accepting this kind of service and product. I have given numerous attempts to Whirlpool to fix the issue but they have failed. I DON’T WANT ANY MORE REPAIRS AND WANT A REPLACEMENT. I hope somebody monitors this inbox and takes some action. If I don’t get a replacement then will I will be taking this to the CONSUMER COURT. Details Name – Rayan Khan Address – Building #A-32, Flat #204, Johri Farm Lane No.1, Jamia Nagar, Okhla, New Delhi - 110025 Date of Purchase – 13th March 2013 Store – Reliance Digital Retail Ltd, Ambience Mall, Vasant Kunj. Order Number – [protected] Model – 14043 (WPL-FF-NEOIC305FCGB4) Serial Number – INA[protected] Complaint Numbers & Date – DL[protected] & 23rd June 2013 DL[protected] & 26th June 2013 DL[protected] & 14th Aug 2013 Engineer Name – Subash (Mobile – [protected]) *************************************************************************** It has been 5 days since my written complaint cum feedback to whirlpool helpdeskindia email id. I had received a call on 29th Aug 2013 at 11:16 am from the number[protected]Vishal) who after listening to my concern told me that he will get back to me by 30th Aug 2013 but till date i haven't heard anything either from email or phone. I can understand that a product gets faulty but try to improve your after sales service or at least the complaint helpline. I guess neither whirlpool customer service, consumer helpline or Managing Director Arvind Uppal wants to take any interest in getting an issue resolved. VERY DISAPPOINTING SERVICE.