[Resolved]  Whirlpool India — mislead by service engineer resulting to product loss

Address:

Mumbai City, Maharashtra

We purchased the whirlpool top load washing machine (Serial no: inf[protected] in july, 2016. The service engineer visited our place for demo and very casually told us about the extra products that he can upsell along with the demo. Since he had no conviction in what he was selling, we did not trust him. The following year in 2017, the same person visited us for annual maintenance. We told him that the machine was making noise and he suggested that was because the machine needs to be on the trolley for proper functioning and that the sound was normal. We bought the trolley from him for inr 1400 april 2017 (I. E. 9 months after our purchase). Again in the following year (2018) we started facing loud sound while the machine functioning and called the service engineer home for inspection. He told us that this was due some technical error and replaced some spare part and charged us around inr 1600 again. Now, as of today (1 year later) after i moved from my previous place - our machine started making loud sounds again and we called a service engineer to our new address for inspection. Since, it's a new place, a different engineer showed up. According to him, our gearbox has stopped working and the total cost for repair is inr 6200. Thing to note here is that - he told me this is all because i did not use scalegon in the last 3 years of machine use. Now, after being in regular touch with the old engineer and calling him over once every year he did not mention such a big fact to us. If he could sell us a trolley or charge service repair couldn't he sell is a scalegon for hardly inr 595??? If we can buy a machine worth inr 18, 000, can't we really afford this damn cleaning powder?
This just highlights the pathetic post sale service of whirlpool india and the untrained service engineers employed by the service dealers. I feel we have been mislead, misguided and looted by the service engineer involved with our case at our old address and i seek redressal for this.