[Resolved]  Whirlpool India — defective ac not being replaced

Address:

13C, 1st B Main, 14 C Cross Sector 6, HSR Layout, Bangalore, Karnataka, 560102

I purchased a Whirlpool AC on 23rd Feb 2019.
It took one week and several complaints to get someone from Whirlpool to come for installation. After the technicians spent one full day working on the AC (and charged me Rs. 4, 000 for material required for this installation), they told me that there was "some issue" with the AC, and that we should not use it. They said that they would return after 2 days and fix the problem. No one came for another week - After making repeated complaints to Amazon (seller) and Whirlpool, they came again, and this time, disconnected all wires and pipes and said that the item was defective, and that Whirlpool would replace it within 3-4 days. I reported this to Amazon immediately. However, for 10 days, no one came. When I contacted the technician's manager, I was told that it would take 2-3 days more. When I contacted Whirlpool, I was informed that the item was out of stock, and that they would replace it with a 1 ton AC, but for that I would need to pay more, as that was a latest model. When I refused, I was told that the management would call me in 1.5 hours, to offer a discount and other options. This was more than 2 weeks ago. I called Whirlpool 3 times when I did not hear back from them, and on the third occasion, was transferred to the "Escalation team". The lady (Surya) told me the following:

A. "It is not our fault that you received a defective AC, it is 'Amazon's fault' that they sold you a defective item"
B. When I asked her to send this over email so that I could seek refund from Amazon, she refused. When I said that I wanted this discussion for my records, Surya's response was "This call is already being recorded, so this is on record". When I said that I would need a copy of the call recording, she got flustered and informed me that a technician would call me within 2 hours to sort out the issue.

I have received no call from a technician. I am aware that an email was sent to Whirlpool by the person who installed my AC with a report stating that the AC is defective and needs to be replaced (This was told me by a Whirlpool service center person - that call too should be on their records). I requested Whirlpool customer care team, over email dated 29 March 2019, to send me this email or job sheet at the earliest, confirming that the AC is defective so that I can apply to Amazon for a full refund. It took 5 days and repeated reminders for Whirlpool to send me this job sheet, but since the AC has not been uninstalled, Amazon is unable to collect it and issue refund. I have tried calling Whirlpool and emailing them on several occasions, but have received no response, except the fact that my issue has been escalated and that technician from service team will visit soon to provide options.

I have waited for a functional AC, for which I paid Rs. 25, 000, for one and a half months, and spent additonal Rs. 4, 000 out of my own pocket for installation, but I still have no functional AC. Whirlpool is now refusing to respond to my emails, and when I call, they place my call on hold until the call gets disconnected.