[Resolved]  Whirlpool Fridge - Ice Magic Ef - 400 Elite — Awful services of Whirlpool!

Address:

East Delhi, Delhi

Hi, am pasting the mail sent to MD of Whirlpool, however no response received on the same. the details of my complaint are as below. They have taken money and replaced the compressor of the fridge, however the same is not working since Day1. As per their engineers, their model was faulty so hey have stopped selling this kmodel but what is my fault in this & why they are not refunding my meny spent on engineer visits and compressor change:
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Dear Mr Uppal,


After much disappointment, i am forced to write directly to you. Unfortunately, i am one of the customer of Whirlpool who has not done mistake of buying a refrigerator from Whirlpool but also a washing machine and an air conditioner. I also work in an esteemed organisation like OUTLOOK magazine, however am surprised how the customers are taken for granted by your staff and ensuring that the customer's pay off completely and go through enough torture to realise their mistake of buying whirlpool products.

I can see "Customer excellence" as one of your core competency mentioned on your website, however i hope my this complaint below will give you the experience of how your 16 year old customer is treated in reality.

My complaint is with regards to my whirlpool refrigerator (double door, 400 ltrs) ICEMAGIC EF-400 Elite stopped functioning in the month of May'12 and i approached your customer care starting May'12

May,22 2012 - Registered a complaint with the customer care (SR no GB[protected] )
May,23 2012- Refrigerator inspected by a technician named Ankit, (Parihar enterprises) and diagnosed it as a compressor problem.
May,26 2012- Mr Kashyap came and changed the compressor, re-filled the gas and i paid Rs.5000/- post his confirmation that the fridge is OK.
May, 27 2012 Fridge stopped working again
May, 28 2012 Logged another complaint (SR no GB[protected]). Again Mr Ankit visited and confirmed that this fridge and this particular model is a problem issue...a Japanese made lot, which always gives them a problem, so it turned out that the 'changed' compressor was not compatible with this model and that Whirlpool didn't have the spare parts for a model that it has sold. - My question in that case- WHY SUCH PRODUCTS WERE SOLD BY WHIRLPOOL IN FIRST PLACE AND EVEN IF SO, WHY I WAS CHARGED RS,5000/- WHICH I COULD HAVE SPENT IN BUYING A NEW FRIDGE ??
Jun, 02 2012 Logged a complaint again (SR no GB[protected]) and after a few days the fridge was picked up from my second floor house to go to the workshop.
There they again changed the compressor and checked (as they said) the cooling and returned the fridge after due satisfaction at their end, but sadly it still didn't function properly.
Jun, 07 2012 Another complaint (SR no GB[protected]) and again came technician, then another engineer, but to no avail.
Jun, 20 2012 Again i complained (SR no GB[protected]),this time i was told that it is a gasket problem, as there was "sweating" happening in the freezer, the technician stuffed some cotton wool in the freezer gasket. I requested for changing the 'gasket', which they said that it can't be done.

Post this i stopped keeping record of my interactions with your teams in filed and in Customer care.

And till now NOTHING has been done and I have spent the hottest part of the summer without a fridge, having a small child with milk/water requirements, making phone calls to customer care, waiting for engineers to come, having spent all the time and money (Rs 5000 plus the visiting charges Rs 395 plus Rs. 250 transport) but still my fridge is not working properly...it is cooling at half strength...we are keeping milk water etc only in the freezer.

Sir i want to ask you ... that shouldn't Whirlpool first do all the R&D, all testing before bringing a product in the market, as i have been told that this entire model series had a problem and so after a few years of its launch, it was withdrawn from the market, so for the lesser mortals like me, who trusted Whirlpool by its mere "name", there is no support from the company with regard to replacing parts of this particular model, as the company doesn't have those parts.

I recently bought a new washing machine and i categorically didn't choose Whirlpool for this very reason and went for IFB.

Sir, You might find it strange that even after being treated like this, am still left with courage to write this mail to you. I am anyway planning to buy a new refrigerator since i hardly have any hopes left with Whirlpool, however still thought of writing to you with a hope of you refunding at least my money spent in repairing a product which Whirlpool doesn't have capability to repair and knowing that, charged me Rs.5645/-

I sincerely hope, you being the MD of the company would at least live up to the vision of your Company " Every Home, everywhere, with pride, passion and performance".

Regards,
Runu Saxena
Mobile no- [protected]
Art director
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