[Resolved]  Whirlpool India — Built in hob glass broken and nothing done in 2 months... Feeling humiliated and cheated

Address:	302021
Website:	www.whirlpoolindia.com/complaint

Bought whirlpool built in hob in nov 2013. It had a toughned glass and i was informed that it will not temper by normal cooking. But in first week of july 2016 when i was cooking idlis the glass sahtterred into pieces; i was standing there but somehow i escaped injury. Even this accident damaged my designer kitchen tiles. I called up the whirlpool customer care. I was told that a technician will visit ti verify how it happened. And to my surprise, instead of showing concern i was told that i will have to pay for the visit (App rs 540)!!! I argued with them and then after a heated discussion they agreed to make a free visit. Then for 2 days no body came and i had to call them 2-3 times and on 3rd day the technician came.

He agreed that there was no fault at my end and also sail that such an incidence hardly happens. I called up customer care/mr. Gautam and told him that the technician has checked the site and agrees that there was no fault of mine and the glass top needs to be changed. I asked him to talk to the technician over phone in front of me but he uprightly said that it is not necessary but he will like to have a written report from the jaipur dealer mr. Sudhir. I asked him that when will it be repaired then he told me that they will get the spare part/ glass top but i will have to pay the cost/app[protected] rs. I was shocked at their callous and irresponsible behavior. 3 of the designer kitchen tiles which broke due to this cost app rs 5000 and it could have harmed me! I when i purchased it they informed me about the tough quality of glass that it will not break in normal cooking methods; so why should i pay???
But the story does not end here... I had to face more of it. I used to call 2-3 times a day and faced their apathy and callous behavior. After a week i helplessly agreed to pay the cost of the new glass. But there was no end to my humiliation; i was told that it may take 7-10 days. So i waited patiently. But there was no response from them even after 2 weeks. Then again my turmoil of calling them 2-3 times a day started. They were telling me that there was a delay in shipping.in first week of aug almost after a month i was informed that they are not getting the part.!!! I argued that if they are still manufacturing the same model how can they teel me that the part is not available. But nobody listened to my logic and they told me that they can favour me by replacing my hob wit ha new one but i will have to pay for the 40% depreciation!!!
I was feeling cheated. Befooled, helpless and was cursing the time when i purchased hob from whirlpool!!!
Then every day i used to plead and every day they act with their so called professionalism?? I was made to call their heads... Mr narendra/ms sanchi/ mr. Sudhir ;all of them were in a hurry not listening to my plea... Then near mid of august i agreed to pay for the depreciation because my kitchen was in a bad shape and it was difficult for me to do cooking in that messy kitchen.

They asked for the bill but i did not keep the bills. So they said they need to take approval. They asked me the price i paid for it. And told them that it was approximately rs 15000. And requested them to calculate the amount which i need to pay. And no body figured it out till date.

Still i call them every day 2-3 times and sometimes the customer care guy/mr. Pankaj who is constantly trying to resolve this issue tries his best but in vain because the management acts in a beurocratic way. He sometimes puts me in tele conference with their so called heads... If i talk to them in a heated tone, i am told to keep my tone low... Ms. Sanchi had a big ego because of her position and was telling me that she will not like to talk to me.in telecom she asked pankaj to tell me to disconnect the phone. I was feeling so upset and humiliated that i broke up today. No one with self respect can deal with whirlpool guys... There is only one person mr. Pankaj who is still trying his best.

But after 2 hours helplessly, i called up again and pankaj again put mr. Sudhir in telecom and again i was told to disconnect the phone as they still need time to discuss and will let me know by eod.

I am still waiting for this issue to be resolved... And to pay!

Dr. Vandana sinha