Whirlpool India — escalation on a service request (unprofessional rude behavior of ground agent)

I bought a triple door refrigerator model id : fp 313d roy protton as on[protected]
The refrigerator stopped cooling three weeks back and i raised a service request (Sr number:[protected]. I was told the technician would come in 3 days because of the covid situation. I got no response and later when i checked i was told the local service centre would contact me and i got no call from anyone. This happened a couple of times when i would get no callback. Now while i completely understand it was delayed because of the covid situation, i expected a callback on atleast this monday to schedule the appointment. I received no such callback and i called the customer care on tuesday and this time your technician did call me and said he would arrive wednesday. He was prompt and called me to ask for direction and came on wednesday morning. The security guard of may apartment did not allow him before getting my permission into the premises. Your agent started a fight with the guard as he tried to stop him. He could have called me and i would have escorted him. He unnecessarily picked up a fight with the guard. When i heard this commotion and went down to sort the issue, i tried to pacify him and told him i will accompany him and he will be allowed. But because of the guard who tried to stop him your agent got so “offended” he literally said to me i will not attend do what you want. I assure you my demeanour with him was calm and to pacify him. Your agent started throwing tantrums and started behaving unruly with me. I even went to the extent of apologising on behalf of my security guard (Thought the guard is at no fault to stop someone entering the premise without permission) and quite literally pleaded him to a attend the fridge as it was more than 3 weeks since it is down. Your agent’s verbatim response was “i don’t care about it. You do what you want. I am not going to attend. You call the company and talk to them”. Saying this he rushed away. All of this is happening on the street mind you. I felt completely embarrassed to do all this on the street and even though it was embarrassing to apologise for someone i still went out of my and did that. I still do not understand why i have to plead for a service on fridge which is not even 5 months old.

After he left i reached out to your customer care 4 more times explaining and asking for some other technician. Each and everytime i am promised that i will be called immediately by their local technician and nothing happens. They wont even take my complain on the technician. It has been 3 days already and no response.

I have never faced such an unprofessional experience from any service centre, even the local small service centres exhibit such behaviour. I feel utterly dismayed by this entire fiasco of having to deal with your service centre and the unprofessional agent.

I was hoping whirlpool had higher standards and i have been proved wrong. I have and still own many other appliances from your rival companies like lg and samsung and i have to tell you that, first of all i don’t get any problems in an appliance this soon in any product. Nevertheless i understand that there could be some manufacturing defect unnoticed and say this one is. I was at the least expecting a professional resolution to the problem. None of the other appliance service professionals have been this rude.

Was my expectation to trust whirlpool wrong. If you do not plan to provide me the service at least have the courtesy to tell me so and i will hire an external technician to fix out of my pocket and next time i will know better not to trust whirlpool

I am sincerely hoping i will atleast get a response to this before i post the entire ordeal in a social network, may be then i would get your attention.