[Resolved]  Whirlpool India — Pathetic Customer Service and after sales support

Address:

Bangalore, Karnataka

Hi,

My name is Amrit Pal Singh. I am a victim of poor service offered by whirlpool India and their faulty products. I bought a Whirlpool 310 Liter fridge 3 years back. For last one and a half year, I have been lodging call with their Customer Service team for the 2 issues - Less Cooling and Door Alarm. I have had 4 engineers visit my house after making a lot of noise and they didn't fix my issue or they provided a temporary fix due to which the issue happened again.

The recent case is even frustrating. I called Whirlpool Customer service on 05/04/2011 and registered a complaint with the Complaint # BG[protected] for the above mentioned issues. The engineer came on 09/04/2011 and opened the above refrigerator panel and put some warm water and said that there was something stuck due to which the cooling was not happening and as he cleaned it now, the issue is fixed. He fiddled with some switch at the back and the Alarm went off. He said that both the issues are resolved. I said that I would like to wait for some time to see that the issue is resolved but he gave me his number and asked me to call him if the issue happens again. He insisted on me to give the Customer Sat Code to him and closed the call with in 5 mins. Now the alarm issue surfaced again after 30 mins and I though of living with it. But the cooling issue started happening again in 2 days. I started chasing the guy from 13/04/2011 and he kept saying he will come today, then he said he will come tomorrow and in that it was 21/04/2011. I thought its high time now and called customer service on 22/04/2011 and registered another case for the same issues with the case number # BG[protected]. They said that they will send an engineer to check it. I was waiting and nothing happened till 28/04/2011. On 28 April, when I called the customer service, they told me that the engineer is waiting for parts. I asked him what part and they told me some switch. That switch is for the Alarm issue. I told them that the switch which he is waiting for is for the Alarm issue and not for the cooling problem. I also told them that if the cooling issue is fixed, I can live with the alarm issue. They told me that they will send a senior engineer by the end of the day. When the engineer didn't turn up, I called them again to get a promise that I will get an engineer by end of day 30th April. I didn't an engineer again. I called again on Sunday morning to know that they can do nothing as its Sunday but they will raise an escalation and a supervisor will call me first thing in the Morning which didn't happen. I called them again at 1:25 PM on 02/05/2011 and was told that I will get a callback from supervisor as soon as I put the phone down. I waited till 2:15PM and no one called me back. After that I started calling them and who ever picked the call was disconnecting it. They I called from office land line and was promised a callback from Supervisor after checking in 30 minutes.

So, the current situation is, my fridge is not working for last 10 days as there is no cooling in fridge. No one has come to visit and check the issue. And the things in fridge have rotten out. I have lost faith and do not know how many times should I call Whirlpool for the same issue. I have already decided not to buy any Whirlpool products although I have a fridge and Water RO system from Whirlpool.

I just wanted to see if I can get some help in this forum as I am dead tired of chasing Whirlpool and have to look for alternate ways of handling it.

Looking forward to your reply and action on the complaint.

Best Regards,

Amrit Pal Singh
+91 [protected]