[Resolved]  Whirlpool India — Repeated complaints about Whirlpool refrigerator

Address:North Delhi, Delhi

Dear Sir/ Ma'm,

My name is Rajesh Vij & I am a highly dissatisfied unfortunate customer whose made a blunder by purchasing Whirlpool refrigerator Ice-Magic 350. Since then your product has given only problems & I have to cough-up about approx. Rs 10,000 more on its maintanence without getting satisfaction.

Other than the four complaints till last year, my this year's complaints record is as follows :

1) On 3rd Jul'11, I had lodged complaint for "no cooling" in the Refrigerator vide complaint no. DL[protected] for which your engineer visited on 5th Jul'11& informed that gas has been leaked. He filled the gas & charged Rs 1840. Engineer asked for Customer satisfaction code provided by your call center which I did not informed him because I wanted to confirm the cooling level. Engineer told me that he will visit after one week & will take the code.

2) Refrigerator's cooling started but not upto the original level. Though the food stuff kept in it was cooled but very lowly. Even the icecream brick kept in Freezer was melted. After about 10 days when your engineer did not returned & condition remains like that I called your service center directly and explained the condition. I was told that service Engineer will visit for confirmation. But no body turned-up till 10th Sep'11. (Pl note that customer code was also not disclosed ). In between, I contacted the service center two time more but no response.

3) Suddenly, on 11th Sep'11 morning, the cooling in refrigerator reduced drastically. On 12th Sep'11, I contacted your customer care & informed the situation. I was shocked to know that my earlier complaint has been closed without getting customer satisfaction code & a fresh complaint no. DL[protected] was booked & new customer code was issued. On 13th Sep'11, your service engineer visited & after checking informed that compressor of the refrigerator is not functioning properly due to which last complaint might have occurred. He forwarded the complaint for compressor replacement which was replaced after 21 days (on 24th Sep'11) inspite of daily calls at your customer care & lots of heated arguments.

4) Since I was not present at home at the time of repair, I told my wife to tell the customer satisfaction code to engineer till fully satisfied. Once again I was forced to pay Rs 700 towards visiting charges & other parts replaced which were replaced in last visit also. Moreover, engineer told that he will come again after three days to check & take the satisfaction code. Moreover, to my shock, some of the parts were left loose and not fixed properly. Once again neither your engineer turned up nor he bother to get the satisfaction code. Now for last three days, the cooling is getting low, refrigerator is making strange noises & water is dripping from bottom of the refrigerator. Moreover, two plastic parts which were not fixed on 24th Sep'11 are still kept loose.

5) Today, on 11th Oct'11, I have called-up again at your customer care & informed the situation. I was once again shocked to know that my earlier complaint lodged on 11th Sep'11 has been closed with "satisfactory" comments though I have not told the satisfaction code to anyone. When argued about that my phone was put on hold for 15 minutes by your executive ( female) after which it was disconnected. I called again talked to your other executive Mr Amit. When I complaint about my situation, I was given another complaint no. DL[protected] and most probably you will issue another Customer Satisfaction Code to make fool of customer because it has no value.

I, therefore, request you all, pl do not buy Whirlpool products due to their sub-standered products and poor & in-efficient after salef service.

Highly frustrated customer of Whirlpool
Was this information helpful?
No (0)
Yes (0)
Aug 13, 2020
Complaint marked as Resolved 
Complaint comments 

Comments

Myself Mrs. Suman Jindal purchased whirlpool refrigerator ( 310 Elite Carbon ) . I am a highly dissatisfied customer, regarding complaint number
(DL [protected]). Mr. Rakesh Sharma had come to us and after the inspection of our refrigerator, he told us compressor has to be changed at a total amount of Rs. 2400.00 . But I told him that compressor is under guarantee, than why should I pay above said amount. But on Friday (16Th March 2012)
Mr. Vinod Kumar on behalf of Whirlpool connected to me on telephone and when I asked him why I should pay Rs.2400.00, than he consult with his senior and asked me to pay Rs.1500.00. It is totally a case of harassment of costumer .So, you are once again requested to change compressor of refrigerator which is under guarantee. otherwise I will be bound to go to Consumer Forum with a claim of harassment.Matter most urgent please.

Our email ID is : [protected]@yahoo.com
My self Deepak Shah from Vadodara, One of my most foolish decision to purchase Whirlpool make model 350 Elite-72M FF White Chassis no JH124967/25R06 on 12th April 2005. I will explain why I am writing this in chronological order below.

After purchase, I entered to your Whirlpool HomeCare plan wide my application no HG02073553with expiry date 12/4/2012.

The first complain within one year of purchase was no cooling at all. They give reason that your compressor has failed and we don't have stock so you have to wait for some time. I was surprised to hear about compressor failure within one year of purchase. That was their product quality which are given to customer.

Let me introduce my self, I am graduate in Mechanical Engineering with elective subject Refrigeration and Air Conditioning. I have worked for more then 37 years in this field. I was associated with maintenance all utilities including refrigeration. At least in Refrigerator, compressor is considered heart of the equipment. It means that company is manufacturing or outsourcing this compressor without life cycle test/endurance . This also speaks about quality standard/quality assurance plan as per ISO 9001, which they claiming to be five star standard. Because in my earlier Kelvinator make refrigerator which had given me trouble free service from 1984 to 2005 till I purchased this substandard product. Being Engineer, I know with my long experience that this type of compressor must give service life of more than 10 years.

After lot of persuasion, your service dept gave me stand by small refrigerator and replace compressor(I don't how long it might had taken).

In May 2011, once again same complain give to service dept and they had once again told me that it is compressor failure. Actually, it was my mistake that I had not written to company about their less cycle time between two failure of compressor(Mean Time Between Two Failure). They replaced this compressor on 4th June 2011. I ask whether existing HomeCare pan which is expiring on 12/04/2012 can be extended. But they told me than no extension after 7 years. It means that company is not sure about their product life.

Now once again same complain today and same answered by your service dept. This time it has give life of around 3 years.

I would like to inform to company that I spend Rs 4350/ on 15th August for replacing circuit. New refrigerator of the same capacity is around Rs 25000/-. Now question is why I spend more and more money and getting warranty of only one year of your new spare which is capital/insurance in nature.

I visited to check what is guarantee given by you on new purchase, it surprised to know that now 10 years instead of 7 years. This means that I have feeling of cheated by company for not giving 10 years of warranty.

In my case, in 9 years 51/2 moth of service 3 nos of compressor failed. Don't you think that this cheating business with your customer. But seeing from your website, satisfaction /rating is not much encouraging. You people are between average to very good. Normally company like yours should always be above Good.

I am giving 1 rating.


my email ID [protected]@yahoo.co.in
I would like to know how you have arrived to give warranty for one year only for capital/insurance spare like compressor. You must have QA Plan(Quality Assurance Plant)in place. Which specify from start of selection of material of construction & its test certificate during procurement, detailed manufacturing process, number inspections internal as well as external or third party. Final test trial of compressor for its said performance.

In refrigerator, out of four mechanical parts(Compressor, Condenser, Expansion device and cooling coils), compressor is only rotating part. Normally in my service carrier I have never witness problem about other 3 parts as refrigerant is clean service. Now in compressor failure, there is no role of customer. If you under go for actual failure analysis of compressor(Root Cause Failure Analysis), you will find normally wear and tear of the parts or unexpected catastrophic failure of some of rotating part. This may be because of Fatigue or selected material might have not given life as you have expected. Unless you go for detail failure analysis, establish right cause of failure and finally corrective action. Now rotating assembly balancing is done to reduce unbalance force in turn increase in service life.

Above methodology being used by normally all manufacturing company if they want to prosper. In my service carrier, I also came across such problem and we resolved by technical exchange pertaining to failed part. The biggest claim which was settled by me is of Rs. 12 lacs to a BHEL GE Hyderabad base company.

Once again, I want to emphasis that there is no role of customer for compressor failure.

I hope, this above clarification is good enough to free replacement of my failed compressor.

Deepak Shah

Post your Comment

    I want to submit Complaint Positive Review Neutral Comment
    code
    By clicking Submit you agree to our Terms of Use
    Submit
    Whirlpool India
    customer care contact
    Customer satisfaction rating Customer satisfaction rating is a complex algorithm that helps our users determine how good a company is at responding and resolving complaints by granting from 1 to 5 stars for each complaint and then ultimately combining them all for an overall score.
    Read more
    69%
    Complaints
    3568
    Pending
    0
    Resolved
    2438
    Whirlpool India Address
    H.No 113/8 Model Town, Gurgaon, Haryana, India - 122001
    View all Whirlpool India contact information