[Resolved]  Whirlpool India / Microwave Oven — Irresponsible support

Address:

Faridabad, Haryana

How irresponsible can a system be, Whirlpool customer care is the best example of that. At least you are best at something.

I called Whirlpool customer care number[protected] on April 19, 2010 in the morning before 10am and registered a complaint for attending to my Microwave oven of Whirlpool make. The call was courteous and efficient. In the call I was informed that since the oven is about 5 years old, the same is not within warranty and the visit charges for techniccians visit will be Rs. 395.00. I was informed that this charge is valid for month for any problems that may occur. I agreed to this charge. Immediately after the call I received an SMS giving me the complaint No as mentioned in the subject. I was told that within 2 hours the technician will call my phone number[protected]the number that I provided at the time of registering my complaint). This is where our problem started, and here we go:

1. Nobody called us ever since last 9 days from Whirlpool.

2. Technician named Vijay came on April 21 afternoon around 3pm. We informed him about the problem (exactly as we had explained 2 days back while registering the call). He looked at the oven, switched it on-off many time and concluded there was a diode that needed replacement. He informed that he is not carrying this diode with him and will come back tomorrow (April 22) and fix the problem. He informed that the cost of this diode is about Rs. 200. We agreed for this cost and he confirmed it will take a few minutes to solve this problem.

Since April 21 afternoon, we have note received any communication from anyone from Whirlpool about this complaint. I called Whirlpool customer care number[protected] many times to chack about the action and every time we received the reply that within 2 hours someone will call back.

On April 25, I then talked to Amit (who identified himself as senior engineer) who informed that he has escalated the complaint to the head-office and definitely within 2 hours someone will call back. Nobody has called yet.

I kept calling again and got same reposnse. On April 27, morning I again called 60008558 and when I asked to talk to someone senior, I was given the mobile number of Mr. Prakash Kumar, Area Manager for Faridabad ([protected]) was asked to talk to him directly. I asked them to connect me with with him on conference call but they said they cannot. I called this number and talked to Prakash and asked him the status of our complaint (gave him the complaint number). He was not aware of this problem. He asked me whether someone had visited us in last 9 days from Whirlpool. Obviously, he was not having any information about our complaint.

INteresting again: he also confirmed to me that he will ensure someone will call me in 2 hours. I insisted that I would like to talk to the engineer who had visited us and he gave me mobile number of his technician Praveen ([protected]) who as per him was responsible for this complaint. After my insisting I asked him to hold on the call until I get Praveen on conference. When we got Praveen on conference Praveen mentioned he was not aware of this case. Obviously there is no system existant with the Area Manager to know who is responsible for what.

Praksh then gave me another number of Vijay ([protected]) and when he came on line, I asked him why he did not come to repair the machine after he had promised to come back on April 22, he mentioned that the part was not available and he will ensure the problem is solved in next two days. The two hours and two days seems to be a standard slogan in Whirlpool customer care. I asked him why did he not call me to inform that he will take more time, he had no answer, but Prakash (being senior and presumably smarter or trying to be) instead of questioning his engineer for not doing his job well, came up with a beautiful excuse. He asked his technician how old was the machine and both of them concluded the oven was 12 years old. Accordingly, Prakash smartly informed me that we can repair the problem only if the part is available and he instructed his technician to check for the part and call me later to tell me that the part is not available. I asked Vijay to tell me the part number of the part that has to be replaced. He was not in a position to tell me. Obviously, because when he visited to check the oven on April 21 he did not make any notes, nor did he note the machine number etc. I can say this because he checked the oven in my presence.

I want this message to reach the head of customer support of Whirlpool India and I need a response immediately from someone of highest authority in your organization in India.

Is this the way you harass your customers. I will be initiating proceedings against Whirlpool in the Consumer Forum if this problemis not solved by April 28 morning and if I do not receive a response from Whirlpool India head on how you will ensure this kind of problem is not repeated again from hereafter with any other customer of Whirlpool.