[Resolved]  Whirlpool Protton 3 Door — unsympathetic attitude to defective product

Whirlpool — Product defect

I bought a whirlpool washing machine last year and within 9 months, the machine is malfunctioning. Whole machine is spinning instead of the drum alone and thats too dangerous. They mentioned that its a defect in one of the components and that has to be replaced. Complaint was given 3 months back and till date they keep giving lame reasons, csutomer guy will be there next day, component is not there etc etc...such a poor service from a company as whirlpool is not expected. Would never go in for another product from them.

Whirlpool Refrigerator — Defective door

I purchased a whirlpool refrigerator from whirlpool dealer in kota. After few days i noticed that the door of the unit is rusting. Immediately i approached to dealer. He refused to do anything. I filed a complaint in consumer court long back at kota (Rajasthan). Till date i have not received any decision. At present the entire door has rusted and the iron sheet is totally gone off. My contact numders are[protected] and [protected].

whirlpool refrigerator 23 Classic — door problem

While closing the door gasket sound is coming. At the time of starting and stopping, heavy sound is observed.

whirlpool/refrigerator — My refrigerator replacement pending since 1 month

HD[protected] - This is my complaint number which had been filed about a month back with whirlpool helpdesk. My refrigerator has conked off in this mid summer and i have been desparately contacting the helpdesk for resolution, yet I do not get any proper response from them. One of their representatives came, checked and promised replacement of the fridge since its under warranty and then we have not heard from anyone yet. When I call the helpdesk, they ask me to call the branch office at tel# [protected] and whenever I call them its always busy. When I call back the helpdesk, they promise a call back in 15min and never return my call. I have experienced the same thing for last 4-5 times and one time they even told me that my request is closed.. How come? Without resolution ? One time I requested their manager to speak to me and they put me on to Mr. Sudhanshu, who again promised that I will get a call from one Mr. Naresh from Head office and again no return of call. It is agonizing as well as a waste of my time and my phone bill while waiting for them to keep transfering me here and there. and in this heat fridge is absolute necessity, I do not understand how such a huge and reputed appliance company is so insensitive to customers..! and not to mention this is definitely the worst experience i have had till date in all my helpdesk experiences. I would request someone to intervene and help me resolve this issue. Thank you

Forwarded Message -----
From: [protected]@indiatimes.com
To: parthasarthi p ganesh <[protected]@whirlpool.com>
Sent: Thu, 14 May 2009 11:58:45 +0530 (IST)
Subject: Complaint regarding ICEMAGIC Refrigerator

Dear Sir

I have already explored all the options to get my grievances redressed but all my pleas have fallen in deaf ears. I am approaching you with my problem for quicker redresal.

I have purchased a Whirlpool Icemagic refrigerator on 27/04/06 and since than I am having problems with this machine. I am writing down a brief history of the machine functioning and repairs for your kind reference:

Date of purchase: 27/04/06
Date of first complaint : 26/12/07 (MB[protected]) - Gas Charging
Date of second complaint: 14/02/08 (MB[protected]) - Gas Charging
Date of third complaint : 18/05/08 (MB[protected] Gas Charging
Date of fourth complaint: 27/06/08 (MB[protected]) - Compressor Change and gas charging
Date of fifth complaint : 12/05/08 (MB[protected] Gas Changing
Date of sixth complaint : 12/05/09 ( same) - door to be replaced

I do not have record of how many times I have complained within first year warranty period.

If you look at the history of complaint I am sure you will appreciate that the refrigerator had some problem from the start and that may be the reason why it needed frequent gas charging. I remember my last refrigerator (BPL) served me without problem for 15 years and today I repent my decision of changing that with this defective piece.

In the past I requested your service engineers to investigate if there is any problem with the door closure because that will lead to all kinds of problem and electricity consumption also will go up and they did not bothered to listen instead resorted to shortcut of gas charging and somehow making it operational.

Today they admit that the door (door magnet) is not functioning properly and there is cool air leakage so I will have to replace the door and it will cost me about Rs. 3000=00 (not covered in whirlpool homecare plan) and it will take 2 - 3 weeks time to do the same.

At this juncture I would like to ask you a few questions

1) Do not you feel that the piece was defective
2) Do not you feel your service centre people have misguided me and did not do there job well that has caused enormous financial damage to you as well as me.
3) Am I unreasonable about my complaints, malfunctioning of door magnet is a plastic part and can not be covered in warranty. How you are penalizing me for no fault of mine.


I am writing this mail in detail so that you can take a call on that issue and get me some relief. Today I am mentally prepared to face inconvenience of 15 days and take a hit of Rs. 3000=00 but I am sure you will understand my agony.

I do not have sufficient time to seek legal aid but definitely I will forward copy of this mail (if I do not receive any response from your side)from our centralized mail server to all the senior management staff of ACC Ltd., Gujarat Ambuja Cements and some of my group companies so that none of them undergo such kind of mental agony in future. I am sure they will black list WHIRLPOOL for any future purchase of senior management furnishings.


A.Chattopadhyay
Head - Resouce Evaluation and Plant services
ACC Ltd.
TSS Complex
Thane (W)
Maharashtra
400604
([protected])

Whirlpool / Fridge & Washing Machine — Delivery of fridge & washing machine and responce from sales manager, whirlpool.

Dear Sir/Madam,

This is complaint against whirlpool service and sales manager in Pune.

Delivery of Fridge and Washing machine was commited on Monday 25th May 09, after so much follow up I got the delivery on 27th Wednesday.

For delivery, enough manpower was not sent for lifting fridge & washing mc, I arranged 2 more persones for same.

After talking to sales manager, Mr. Subrat (Mob No. [protected]), I did not got satisfactory responce. I was standing from 9.30 am to 11.00 am. for manpower, on this your sales manager replyed "I dont feel like talking to you".

If he is sales manager, he is suppose to have patience to listen to customer complains. Also I am not a contractor to arrange any manpower for lifting fridge and washing machine.

Regards,
Meghanath Patil
Deputy Manager,
Mahindra & Mahindra, Auto div,
Mob: [protected]

Haier — Door switch not working

Sir,
I have purchased Haier ref two years back and had extended warranty on this till end of year 2009. I called a month ago about this issue and santosh (engineer) came to fix that but put a faulty second used part and I talked to a person called manish and Hemant (supervisors) but of no use. These guys are making wrong promises to me and I am sick of all these now. it is almost a month my issue has not been taken care of. I am on a verge of moving to consumer court as it is since a month the issue has not been taken care of. Reliance services are really pathetic as my experience is. If you can do anything from your part that will be a great help.

The Resq branch is located in sec 63, Noida


Thank
Gurmeet
[protected]

WhirlPool Refrigerator Fridge — Pathetic service post numerous faults within 3 years

Hi

Whirlpool is considered a leading brand of electronic products but we have had a very bad experience that has frustrated no end each time we have faced a problem. In 3 years of taking the refrigerator from Whirlpool we have had

1. Compressor changed
2. Cooling stopped at least 5 occassions
3. Water lekage within fridge at least 3 occassions
4. Cooling reduced many times and no permanent solution offered.

The call center support is pathetic. The call is made but no references given even when asked. Engineers either dont report or report much late at night and ignore the time they themselves give to come and have a look. Replacements takes days no end.

We feel so helpless in terms of what to do and once again we have been told that the compressor will have to be changed. What can a consumer do when an electronic item is so bad in shape and keeps falling over.

We thought we chose a good brand and spent 27,000 on this fridge but PLEASE DO NOT BUY WHIRLPOOL.

Anurag Vibhuti <[protected]@gmail.com> hide details 07:53 (0 minutes ago)
to arvind.[protected]@whirlpool.com
date 24 Jun 2010 07:53
subject Fwd: Whirlpool proton 3 door Complaints - unsympathetic attitude to defective product - reminder 1
mailed-by gmail.com

Dear Mr Uppal,
Today is 24 Jun 10. I still await yr response to the fridge's replacement. I didnt know even Chairman cum MD can be so slack. I expected an acknowledgement at least.
Rgds
Cdr Vibhuti

[protected] Forwarded message[protected]
From: Anurag Vibhuti <[protected]@gmail.com>
Date: 22 Jun 2010 19:37
Subject: Fwd: Whirlpool proton 3 door Complaints - unsympathetic attitude to defective product
To: arvind.[protected]@whirlpool.com


Dear Mr uppal,

Extremely poor quality products. Anyone planning to buy any whirlpool product should Beaware and dont buy. Pathetic after sales response. You will only tear yr hair and have to buy a new replacement product if you make this mistake of buying whiirlpool product.


I bought world series proton 3 door on 08 may 2010 after relacing my BPL of 10 years which was working just fine. the problems started within 2 weeks. service engrr replaced fan then switch and then thermostat and then saying gas has leaked. On 28 May the company after repeated requests agreed to replace the fridge. Today is 22 jun and I still await it. food getting spoilt and have to listen to abuses from my family daily. Gas still not charged.

satisfaction codes issued multiple times. A few that can be verified are Sr no DL [protected] and replacement code 2095 and DL [protected] dated 22/6/2010 also. Spoke with multiple persons Mukesh, Abhishek, Mr Dharam supervisor, Mr manish storekeeper. All to no avail. Have been asked to wait for 7 more days. whew in this summer.
Why waste so miuch money in Advert when your response to consumer complaints is so very poor. Customer is king and he can affect you badly. Customer care and Service teams need to be pulled up if you want yr image not to be battered so badly.
I am going to blog and post my comments and poor service response in all the forums that I get access to.
Can You help Mr uppal??????

Cdr Anurag Vibhuti
Cel +[protected]

Anurag Vibhuti <[protected]@gmail.com>
to arvind.[protected]@whirlpool.com
date 24 Jun 2010 08:17
subject AC problem - Kelvinator DEL [protected]

2008: Named one of the “2008 World’s Most Ethical Companies” by Ethisphere magazine

2009: Whirlpool was voted Product of the Year and received the award for the 'Best Innovative Product' in the popular refrigerators category. This was based on 40, 000 consumers across 36 towns in India voting Whirlpool Frost Free Refrigerators with 6th sense as the Best Innovation in the Popular Refrigerator Category.

Dear Mr Uppal,

I bought 2 of yr products thinking they are best.

I am sorry whirlpool both products under guarantee have created problems almost at same time for me. My earlier complaints on proton 3 door fridge have been intimated to you.
my AC has been defective for more than fortnight now. ref is DEL [protected] as registered by himani. around 14 Jun service engineers came and said gas has leaked and AC will have to be taken to your workshop as its under guarantee. On 20 Jun vide challan no 374 dated 20 Jun 2010 the AC was picked up. Despite daily repeated follow-ups yr vservice Agency has been daily telling lies and saying will be delivered today late evening and I still await it till date. I am extremenly annoyed and disappointed by yr service ethics and product quality despite the two awards as above proudly mentioning, precisely the two attributes you have been awarded for. What an irony???????.

I have been repeatedly speaking to Ajay yr service centre rep at [protected] and also yr service centre ph picked by by a lady whose name I dont remember.

Rgds
--
Anurag Vibhuti
Cel +[protected]

Anurag Vibhuti <[protected]@gmail.com to arvind.[protected]@whirlpool.com
date 24 Jun 2010 19:24
subject AC problem - Kelvinator DEL [protected] - THANK YOU FOR YR RESPONSE

Dear Mr Uppal,
First of all. Thank you for the exemplary response shown by Mr Vaitheeswaran branch manager and Gaurav who swung into action today morning itself and the awaited replacement of fridge happened around 3 PM today.
I had to buy an AC today and thanks to yr teams response today i decided to go for whirlpool AC armed with a loyalty discount coupan courtesy Mr Vaitheeswaran.

Rgds
Anurag

Whirlpool Refrigerator — fridge door problem

sir,
this is a 300litries whirlpool refrigirator having the problem with defridge door.the door has been completely broken. we want to go 4 new door.the inner doors (the water bottle doors )were also broken.we also need these.my mobile no. is [protected].
please do as early as possible.
i prasad

whirlpool /Refrigerator PROTON — very bad experience

We bought their fridge, the latest 3 door launch in april 2010. Within 5 months the panel which controls the fridge on the front went off.
The compalint was logded on monday afternoon. The engineer prompmtly turned up in 2 hours but was unable to give a solution.
Since then it has been 10 days the part has not been replaced and every time we follow up the timeline is increased by 2 days, the latest one now being friday.
The excuse being ; the part is coming from some godforsaken place in india which it looks like it takes 15 days to arrive.(have they heard about courier service!!!)

No body has called up to give a response or to provide a back up as its been more than 10 days n we are still suffering.

Will strictly not advice anybody to buy their products. pathetic service, lousy service centre and disgustingly long turn around time.
complaint no.: DL[protected]

Whirlpool Washing Machine — unsatisfied with product quality

i am sudha, its have been in very hectic situation since i purchased whirlpool washing machine from home town mart in hyderabad. employees are not responding to my call and mails. they always give fake committement , i would like to mentioned the employees details, so atleast company take some reasonable deciosion on them. Mr. Wajed, contact number - [protected]... i would also like to say that company is not customer centric and suggest them to be a customer centric company .

Regards,
sudha,
[protected]

Whirlpool — Defect in product

I had bought Whirl pool Fridge- M.MIND(FF26) ELITE R GALAXY from NEW Barco Electronics-Uttam Nagar on 1st Feb 2011. Bill No-7225.

However there was a defect in the compressior, and had complained the same with the Company, however I have not received any response from Whirl Pool since then.

I had spoken with the Area Manager- Mr. Rishi Bhandari([protected]) and he simply denied to replace the product with new one.

When I told him that his gesture is forcing me to contact Consumer Forum, then he told me very plainly that if I think that by visting consumer forum I will get the replacement of the product than I should very well do that.

This entire episode has made me mentally frustrated and dissatisfied with the company gesture.

I would request you to look into the matter and do the needful.

Regards
Madhusudan Thakran
[protected]

Whirlpool genius — Dealer not giving bill

I purchased a Whirlpool genius refrigerator in july 2010. I call to dealer and sent it. I paid to carrier peson. dealer tell me to collect bill from showroom. I visited there more then 8 times but dealer always say that 'I will give you in 2-3 days" but he is not giving me bill What i have to do??

Whirlpool genius — suffering problem from 10 months

I WANT TO CHANGE MY REFRIGERATOR IN JULY 2010 I PURCHASED BUT FROM AUGUST 2010 I FACING MANY PROBLEMS LIKE SO MUCH COOLING MANY TIMES UR ENGINEER VISITED BUT NO ONE KNOWS WHERE IS THE PROBLEM?FINALLY IN MARCH 2011 THE DOOR WAS CHANGED BY UR ENGINEER NOW AGAIN DOOR NOT LOCK PROPERLY AND GAP BETWEEN FREEZE AND RUBBER(SEAL) AGAIN I CALLED UR CUSTOMER CARE ENGINEER AGAIN VISITED HERE BUT STILL PROBLEM NOT SOLVE AND HE TOLD US HE ADJUST THE RUBBER BY HOT IRON GUN IF PROBLEM NOT SOLVE THAN AGAIN DOOR CHANGE.WHAT IS THIS?
THIS IS A REQUEST TO U PLZ CHANGE MY REFRIGERATOR AS SAME OR ANOTHER BIG MODEL I PAY THE DIFFRENCE OF. BUT PLZ SOLVE THIS PROBLEM AS SOON AS POSSIBLE.
MODEL-11920 GENIUS 180LTR
SR.NO.-INC[protected] JP
REGARDS
SAYA BHARDWAJ
[protected]

haier india ltd — replacement of door

my complain no.AHE [protected] witch registor 4-5 months ago, not make done and any technician not visit to me. i make many calls to customer care they always says me that your complain passed to senior and will solved soon

Dear Mr. Uppal,

Please see the email trail below. I bought Refrigerator and Washing Machine on Dec 12th from eZone Bangalore delivered on Dec 13th. After waiting for 3 days for installation (I was told by eZone not to open the Product) I raised a complained (Numbers bg[protected] and bg[protected]). I have been trying to get the product operational and I am facing following issues:

1: When I called up the Customer Service they raised the complain and gave me a number Mr. Someshekar who hung the phone on me. Later I was told that was his last day. How come the customer service could give such number. It clearly shows your systems are not in sink with each other.

2: No response from the Whirlpool on the Complaints raised or on the follow up emails to Customer Care. Finally I follow up with eZone to get me connected to representative at Whirlpool. Finally I am connected to Mr. Harish, support lead (#[protected]) and Mr. Pravin, regional manager (#[protected]). I spoke to Pravin and SMS him the details with no response.

3: Harish sent some trainee support engineer who had difficulty handling the Refrigerator and Washing Machine.

4: Once opened, we find the Refrigerator door shelf is missing.

5: My old Washing Machine was dismantled for the new Washing Machine. In the new Washing Machine the technician discovers that the water inlet hose pipe washer of washing machine is missing and hence cannot be connected. I was promised that some engineer would come and fix it and up until now after 4hrs I have lost hope some one will come to fix it. I am left with no washing machine as the old one is dismantled.

6: There is no process of getting the warranty certified. It required the dealer to stamp the warranty card in the manual which is inside the packed product at customer site. Finally The support engineer agreed to get warranty certified at later date which is one more point of follow up for the customer.

I bought Whirlpools products ONLY because of the support I had experienced on my old Whirlpool Washing Machine. I am thoroughly dis-appointed with the experience from a world class company. I also found other customer complaints on the attached link https://www.consumercomplaints.in/my-complaints.htmlwhirlpool-proton-3-door-new-delhi-south-delhi-delhi-c402925.html.

I was reading your Annual Report which said the following: "Uncompromising Customer Care, launched in 2009-10, where the consumer is the focal point in deciding quality of service rendered, continued in 2010-11 with amazing results.".

Frankly I did not get any customer care. I have already spent more then 8 hrs in following up, waited the whole of Saturday evening and still not complete with installation. I still have following follow up to do:

a: Get the Missing Door Shelf for the Refrigerator.
b: Get the Warranty Card of Refrigerator and Washing Machine sealed.
c: Make my new Washing Machine operational.
d: I have no Washing Machine till that time and live with un-washed cloths.

I hope your company meets the standard set by yourself.

regards,

Narayan

Hi,

I have logged a complain in whirlpool customer care about cooling problem on 9th June. Complain No is HR[protected]. They insure me that problem will be resolve in next 24 Hrs.

On 10th June Mr. Manish visit my house to check the problem and ensure that gas need to be refilled by another engineer.

After lot of follow up Mr. Deepak visit on 11th and ensure that Gas is there but because of compressor fault Refrigerator is not working properly & it’s compressor need to be changed. And it will be charged Rs. 2050/- for Gas refilling +visiting charge+ transportation charge…etc.

It’s quite surprise to me that engineer is asking Rs.2050 for the fault which suppose covered under warranty. It’s a hidden cost, which company never tell at the time of selling their product. Now it is demanded on the name of company policy.

Gas need to refilled because compressor is not working properly which is under warranty then why should I pay this amount.

Kindly share if all these charges are documented in warranty manuals

Regards
Amit Goyal