[Resolved]  Whirlpool Refrigerator — Irresponsible After Sales Service:Refrigerator Repair‏

Address:

Lucknow, Uttar Pradesh

Hi,

I would like to introduce myself as Vineet Srivastava, an Emplyoyee of IBM, who understands the value of services.

This is to do with drawing your kind attention towards the irresponsible behaviour shown by the Service Centres and subsequently the call centre officials fooling around with the customers.

I am providing you the event wise details:

1. Date :30/03/2010 : I had registered a complaint (Job ID 11303)to the whirlpool services support on afternoon (through Sahu Agencies, Lucknow) of 30/03/2010 to get my refrigerator (Model NoCB220) repaired which was passed on to the franchisee.(CARE WORLD, RAJAJIPURAM BRANCH).

2. Date :30/03/2010 :An engineer from the whirpool (Care World, Rajajipuram, Lucknow)visited my place around 4:00 pm at my residence.

3. Date :30/03/2010 :He inspected the fridge and noted the fault points, as well collected Rs1000/- (Rs One thousand as advance) and told me that the fridge would be taken away by evening for quick repair work.Its being summer we are really craving for the utilization of fridge.I waited at home for someone to turn up.

4.Date :31/03/2010 :The previous day lapsed, without anybody picking up the fridge for repairing. IN the morning aroun10:00 Am, I called at the Care World support number :[protected], nobody picked up the call.

5.Date :30/03/2010 :At 10:30, I called the whirpool customer care number ([protected])and reported the irresponsible behavior and the false promises made to me by the franchises services centre (Care World).The customer care executive promised me a prompt action. He also told me that he would be making this ticket as an urgent call and I would be getting a call from the service centre (Care World). I again waited for till 2:00 pm to hear from somebody, nobody called.I could not go out anywhere as I wanted to make myself available so that the fridge should be picked up without any inconvenience.

6. Date :31/03/2010 :At 2:00 pm, I called the Care World number ([protected]), and one lady picked up the call.I enquired about the Job Status and she tried to mislead me with the information that someone is already was on the way to pick up the fridge and it would take some time to reach Maulviganj, I live in RDSO colony and it is just 15-20 mins from the service centre (Rajajipuram).Actually she was just trying to ward me off and was misleading me. When I caught her on wrong foot she told me she would talk to me after lunch, and hung up the call!!. It really hurt me a lot, how are these type of people running the services or to say the least how are they employed even?.



7.Date :31/03/2010 :She hung the phone on me and I called the customer care of the whirlpool ([protected]) to report this incident.I again briefed all these things to the helpdesk executive, Harmeet, and she promised to escalate it to the appropriate level along with the promise that my complaint would be addressed very soon.She also promised me to come back to me through phone, within 2 hours on this , I was again fooled, nobody called me up, nobody visited !!!
8. Date :31/03/2010 : I again called up on the whirlpool's customer care number at around 6:15 PM and again lodged a strict protest against the approach of the service personal, the guy (Vijay) promised me that somebody would certainly visit my place by today (01/04/2010) and pick up the refrigerator by today afternoon 12:00 o clock.He also gave me the contact details ([protected]:Maqbool)of the concerned engineer.
9. Date :31/03/2010 : I called the engineer, Maqbool, and he also promised me to personally look into the matter, but to no avail.
10. Date :31/03/2010 : I had also filed a complaints on the mail IDs "[protected]@whirlpool.com" and "[protected]@whirlpool.com" but have not recived any response.
11. Date :01/04/2010 : As I am lodge the complaint nobody has visited my place yet nor have recieved a call from anyone, It means that I have simply wasted almost three days following it up, wasting my energy, my resources, my time componded with the mental agaony which I am going through due to absence and delay of refrigerator services along with the casual attitude of the whirpool.

I am giving a written complaint and have taken some real good time off as you can see above, I am really pissed off and didnt expect this kind of "SERVICES" from a global brand like whiorlpool or its franchisee, where the customer is fooled around and made to follow up the things himself/herself despite of bearing the services costs in advance.


Please note that its summer and the inconvenience caused to me and my family and the loss of time which is being incurred on me has been really telling.I am really convinced that this is being followed as a practice on the larger basis, though most of the customers might seem not to bother these guys due to their less informed attitude or they are least bothered. I am still apprehensive that even after taking my refrigerator how long would they keep it to them for repairing, denying me the services offered by the fridge.

I would like a and request a strict action taken against the whirpool services and the people involved in it with due lessons been taught to them for fail of services even after being paid in advance.

thanks and regards,

Vineet Srivastava
Job ID No:11303 ( Lucknow)
[protected]

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