[Resolved]  Whirlpool India — Failure to repair a microwave oven

Address:

Kolkata, West Bengal, 700078

Dear Sir,

It seems that Whirlpool India is more eager to sell products than provide proper service. So, as an inevitable consequence to this kind of behaviour, people like us remain as dissatisfied customers.

Just see my case.

After lodging a complaint, an engineer came to visit my problem on 26th April (KL[protected]). He told me that two parts need to be replaced. Please note that, I, at that time told him that I had lost my original receipt of purchase as the machine was nearly 5 years old.

The next day, 27th April, the service centre told me that one of the spare parts is located in Bhubaneswar warehouse and it can be replaced within 5 days.

On 2nd May, Mr. Biswajit Mondal told me that the spare parts are being sent from Bhubaneswar.

On 5th May again, Mr. Biswajit Mondal again repeated that the spare part is being despatched from Bhubaneswar. And it is going to be delivered to me latest by 8th May.

This time I was irritated, quite justifiably, isn't it? I was listening to the same story of spare parts getting despatched from Bhubaneswar repeatedly (2nd May and 5th May), right?

And, as usual with you, the part, which was supposed to be replaced latest by 9th May, is yet to be replaced.

On 12th May, Mr. Biswajit Mondal called me again to inform me that Whirlpool India had kindly consented to offer me kind of a bail-out and the local service centre was supposed to call me on that very day. So, I wasn't surprised when I didn't receive any call on that day.

Next afternoon, the service centre called me to inform me that they were ready to pay me 25% of original purchase price, but Rs. 1000/- will be deducted from that as transportation charges. As far as I could remember, the purchase price was something between Rs[protected]/-. So, the company was offering me something below Rs 1000/- for the oven and still naming it as bail-out offer!!!

The offer was clearly not acceptable to me.

Please let me remind you again that I have mentioned repeatedly that I don't have my original receipts with me.

But this time, Mr. Biswajit Mondal said that the bail-out would not be feasible without the receipt.

And...Surprise..surprise...SURPRISE.

Today, Mr. Mondal had called me again that they are going to repair my oven and they are going to procure the necessary spare parts.

And, can you imagine, he told me that they are going to send an engineer again at my home to photograph the spare parts required; without the photograph, they cannot identify the required spares, as it seems, though one engineer had examined my microwave and charged Rs.400/- for such examination.

Therefore, I am back to square one, as I was around 20 days back.

Meanwhile, an engineer came, diagnosed the problem, spares were supposed to arrive, a bail-out was offered - but, after three weeks, the cycle seems to start afresh.

What can you call it? Inefficiency? Ineptitude? Callousness?

So, I think, I was right in my assessment initially, where I thought that Whirlpool India is callous and insensitive to the customer grievances.

And I think, its only justifiable that more number of people should be made more aware of such callousness through the social media dealing with consumer grievances.

Warm regards,

Dr. Bishan Basu

Phone: +[protected]
+[protected]