[Resolved]  Whirlpool Fridge — Poor Customer Care

Address:

Ernakulam, Kerala

I have purchased a Whirlpool frost free fridge (Model NO 8057) on[protected]. I have taken home care plan (i.e. extended comprehensive warranty) which was to expire on[protected]. On 03-09-12, my fridge ceased to work and a complaint was registered on[protected]CO[protected]). They undertook some sort of repair and charged me a hefty amount in the name of consumables (gas filling etc.). The fridge never worked properly and complaints were registered on[protected]No CO[protected]) and on[protected]CO[protected]). The fridge was not repaired. Further I spoke to their Customer care on 23-11-12 and they booked another complaint based on my email complaint(CO[protected]).
By that time, the haphazard repairs carried out by the Company made the condition of my fridge worse and the machine was not cutting off automatically. The daily consumption of fridge has increased to about 5 to 6 units a day. Further the body of the fridge was getting heated up enormously and the body of the fridge got deformed completely.
Then, I started complaining to higher levels of the company. Another team of technicians came and took away the fridge. Finally, the company diagnosed the defect of the machine is with the compressor and needs to be replaced! Finally, a diagnosis after cool 8 months! The verdict: I should pay for the compressor. Remember, by that time I might have paid:
1. A hefty amount for transportation charges and consumable charges.
2. During 8 months of their repairs a huge amount to KSEB (Electricity Board) on account of electricity charges.

Further, because of their shoddy repairs the fridge is completely deformed. In this condition the resale value of the fridge might have come down to zero because of the deformity of the body of the fridge due to shoddy repairs.
All my pleadings were of no use and they returned the fridge.
Can I surmise that the company was knowing from day-one itself that the compressor of my fridge was the root cause of the problem and they were whiling away time to avoid free replacement of the compressor as my complaint was within the Home Care Plan.