Whirlpool India — charged almost 3 times higher than the mrp for spare part and installed defective part causing refrigerator to stop working

— on 4th june 2019, my 190 lt single door whirlpool refrigerator (Out of warranty) stopped cooling. Rather than calling any local vendor for repair, i got in touch with whirlpool customer care at their call centre number [protected] at around 8:00 am. The agent promised for a technician call back in 2 hrs time. Since it was a work day, i had to take off from work because we could not miss the technician visit.
— nobody called within the stipulated time and i had to call customer service multiple times to follow up. Ultimately after a lot of calls, a technician (Venkat) from max serve solutions pvt limited visited our house at 4:30 pm. He was quick to attribute the problem to a faulty relay and starter, which he immediately replaced.
— we were charged rs 2200 for the spares (Relay and starter only) and rs 350 as visit/repair charge. We were informed that these new parts have a warranty of 6 months from now.
— even though the refrigerator started working, there were increased incidents of power tripping the mcb in our house but neither us nor our electrician could ascertain the reason.
— on friday, 21st june 2019 morning, we were able to pinpoint the power issue to the refrigerator, because as soon as it was switched on, the mcb tripped. We immediately called up the whirlpool customer care at 10:12 am and we were promised a technician call within 2 hours and resolution within 24 hours.
— we received a call from max serve solutions pvt ltd to confirm whether we have lodged a complaint, but no time was confirmed for the technician visit.
After stipulated (2 hrs) time passed, we kept pursuing both the whirlpool customer care and max serve to get a confirmation about the technician visit. Unfortunately, both kept passing the buck to each other and promising that within next 2 hours technician will visit. Another working day spent at home following up and waiting for the technician to come.
— during the next 24 hours, there were multiple calls to customer care and very unpleasant interactions where we were given a different name and mobile numbers of technicians (Who either did not pick their calls or kept promising they are on the way and will reach within 20 mins), a technician visited our house on 22nd jun at 4:30 pm.
— technician attributed the problem to the compressor and told that the relay was faulty and may have burned the compressor motor.
— the technician even tried to check the fault with a new relay and starter.
— during this time, i happened to pick the packaging of the two products and was surprised to see the mrp mentioned for one product as rs 391 and for the other as around rs 480.
— i reconfirmed the cost of the products from the visiting technicians as well as online portals and to my surprise, the costs are in a similar range as mentioned in the previous point. This means i was cheated by the technician last time and he also installed a faulty relay causing the compressor motor to burn.
— my immediate call to whirlpool customer care had been inconclusive, where whirlpool customer care (Agent - mr chandru and supervisor - mr natraj) disowned the responsibility of over-charging and mentioned that the service provider is directly responsible for charging the customer and they have no way to find if i have been charged more than the mrp of the spare parts. They mentioned that their job is only to register the complaints and pass the lead to a service centre.
— next, i called up max serve solution where i had a word with mr sunil, who after listening to the story, put my call on hold for more than 10 mins only to revert that the person from the stores is busy with another call and they will call me back within 10 mins. No calls were returned and my subsequent calls (To number[protected] were unanswered.
— despite trying to connect to them again a few times, there is no response at all and mr sunil is not even taking my call.

This is so frustrating and has completely shattered my trust in the whirlpool brand. Both whirlpool and their representative max serve solutions pvt ltd are responsible for:
— cheating: whirlpool india (And its authorised representative) has charged me way over the mrp of the spare parts.
— non-functional product: the faulty spare part that was recently replaced by your technician has caused the compressor damage and left me with a non-functional refrigerator.
— deficiency of service and mental agony: neither the commitment of time was kept nor the technician responded to my calls which resulted in the loss of 2 working days for me.
— unplanned expenses for me to buy a new product: since the refrigerator is an essential commodity at home, i can no longer keep on waiting for whirlpool india or its representative to respond to the call. I am literally forced to purchase a new refrigerator.

Whirlpool has lost a loyal customer and should compensate me for all the deficiencies, case of cheating, mental agony and cost of a new refrigerator which is a burden on me.