[Resolved]  Whirlpool Semi - Automatic Washing Machine — breakdown of machine due to poor service

Ref: ACw/WP/01 December 14, 2008.



From
A.Chenniappan
15, Murugan Nagar
Ramanathapuram Post
Coimbatore 641 045.


Dear Sir,

Subject: Drier drum bottom rod in Semi-automatic washing machine No:
Was bent by your service team due to lack of product service knowledge

Three months back I found a problem in my washing machine and I have called the service engineer over phone. The water in the washing tub was leaking and one Mr.
Shiyaudeen attended the faultl and was rectified immediately. Mr.Shiyaudeen suggested me to have a Annual maintenance contract AMC and I have agreed to take the AMC and it was taken on the same day. He gave proper documents and went away.

After a lapse of around 4o days I found the drier was not working and called the same Service Engineer. Mr.Shiyaudeen came the next day and found that the motor of the drier was not working. He suggested to replace the motor with a new one since theAMC
is alive.. The nextday one Mr.Sadique(if I remember correct) came with the new motor and tried to take the driler drum out of the machine. Four bolts and nuts were there t o fx the drier in place. He could not unscrew the nut and at the end of the day he had broken the nut in the process of removing the drum from the machine. He applied some oil for the remaining three bolts and nuts and went away. The next day when I contacted him he told that he has to allow “some days” so that the nuts could be unscrewed easily. In this process afew days have gone and he came next week and started the Himalain Task o[censored]ncrewing the fourth nut. He could not succeed in this job and finally the drum was taken out to a nearby workshop and the bolt was cut with an hawksaw blade. I am ashmed to call him as a”TRAINED SERVICE ENGINEER” who took seven days to cut four bolts and nuts. I fail to understand why are you keeping unskilled persons in the name of Service Engineers and spoiling the time of your cutomers. The process of removing four bolts and nuts took more than aweek. And in the prcess of removing the drum from the machine he had bent the rod fixed under the drier drum. I am Sure that the rod was bent due to severe banging inside thedrum while removing the drum.

..2.
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The next day another Service Engineer came and tried to fix the New motor. In the evening he said some spares have to be taken from the office and went way. After several phoe calls to the No.1 Service Engineer Mr.Shiyaudeen whose mobile No.was with me he sent thefourth ‘Service Enginer” (The third man came and disappeared saying something).

The 4th Service Engineer came and tried to fix the drier rmotor and he had fixed the motor.To my surpraise the motor did not run(a brand new motor) With great difficulty he had removed the motor and drum and said that one pully block was not aligning with the new motor and the Pully block has to be changed. It is the duty of the skilled Service Engineeer to check whether the motor is in unning condition before fixing it to the machine. It is Common Sence and a special training is not required for this.

The next day the Service Enginer (may be the 5th one I do not remember) and repaired the drier and it was working. The next day we have operated the machine and tried to dry the clothes afterwashing. The drier drum was slowly rotating and it was hitting the sides of the machine and the machine was stopped immediately and the process of dring was done manually.

After calling the Service Engineer, (if I remem, ber correct) another Service Engineer Mr.Sadique came and run the drier. Again the drier was hiatting the sides of the machine. He again had udjusted something inside and drying was completed. Since we have appointed our Servant maid the machine was not operated for sometime. During the rainy season, (10 days back, we have tried to wash the clothes .. The drier
did not rotate. The Service call was given on 13th December, 2008 and the Service Engineer (a new person) came in the evening.He had opended the machine and took the drier out of the machine very easily. (It did not take 10 days, to my surpraise)

He had examined the drier and told a story that the rod connecting the drier with the motor was slightly bent and both the drier and rod has to be changed. He also said that these things are not covered in the AMC and around Rs.800/_ would be the cost of the repair. From the above Ramayana, one could easily findout that the rod ws bent by the ‘UNSKILLED ‘ person whom you call as Service Engineer) in the process of removing the drier from the machine which took around ten days after slamming the drier as fast as possible.On 7th Decemer, the same Service Engineer came to my house along with a new drier and rod in my absence to repair the drier. My wife told him that we are not interested in repairing the machine and sent him back immediately.

From the above you will understand that the bent of the rod was caused because of slamming the drum from all sides during the process of removing the drum from the machine by your so called Service En gineer for which you could not penalise your valued customer for another Rs.800./- One thing I forgot to tell is that the Service
Engineer lastly attend the machine and repaired the drierl had collected ars.400/-for some spares which were not covered under AMC.

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Now, it is crystal clear that the rod was bent by your Service Engineer due to lack of proper Ttraining in servicing the machine. Hence I request you to repair the machine without any additional expences since the fault is lying with your Service Engineer only and not with your customer.

Hence I request you to depute a properly trained the Service Engineer to my house and arrange to repair the washing machine without any further delay and expenses.

Yours faithfully,

A.CHENNIAPPAN