[Resolved]  Whirlpool India — no response for repeated request for product replacement (whirlpool washing machine)

Address:

Kolkata, West Bengal, 700127

I, debayan mukherjee a whirlpool customer, would like to ventilate out my disappointment with an issue and the harassment that i am facing since past 2+ months, that is beyond one's imagination. It feels like i made the biggest mistake of my life by purchasing a whirlpool product. And i am also ashamed of calling myself a whirlpool customer from now.

I had purchased a fully automatic washing machine of model whirlpool primer 652sd/6.5 wine (Model no.: 31181, sr. No.: inf[protected], billed under the name aparna biswas mukherjee, from great eastern, barasat on 30.06.2017. However, the product was delivered after 15 days from the date of purchase, that is on 15.07.2017 by the dealer. The reason stated by the dealer for such late delivery was due to gst implementation (As stated in their mail that they have sent me as well to whirlpool kolkata authorities).

First demo installation was dated on 17.07.2017 (Satisfaction code: 432, sr number: kl[protected]) by palash saha (Cell. No.: +91 [protected]), but was not conducted successfully due to lack of proper water as well as electricity source in order to operate the washing machine. This is what was explained to me by the engineer. The product was not even unpacked on that day. He cancelled the demo service and suggested me to make the necessary changes (I. E. Proper water as well as electricity source) and requested me to make another demo and installation service from whirlpool again.

After making all the necessary changes as suggested by whirlpool engineer, i called for second installation and demo service on 28.07.2017 (Satisfaction code: 332, sr number: kl[protected]). This time too the same person (Palash saha) came for demo and installation. During this installation the product was unpacked for the first time but was found with dents and marks as well as scratches on the product. An appeal for product replacement was made. I waited for 20 working days (As mentioned by the customer service) but no call or notification came to me on this matter. My product was not replaced. After making repetitive calls to the customer care number, one of the person (Customer care executive) told me that my product replacement has been cancelled. When i asked for the reason they could not provide me with any further details. They said i would receive a call from the company's end within 48 working hours, unfortunately none called me. I called another time to whirlpool customer care and heard the same old story. When i informed them that i did not receive any call from their end, the person provided me with a phone number of mr. Arindam nandi. (Cell no.: +91 [protected])

I contacted mr. Arindam nandi (Ph no.-[protected]) and he stated me the reason for the rejection of the replacement of the product. He mentioned that it is there in the company's policy that for any product replacement, the complaint has to be initiated within 15 days of the purchase of the product. According to him (As it was showing in his system) i appealed for the replacement after 15 days, hence it was rejected.in reply to this i stated that i received this product after 15 days from the date of purchase. Then technically i made the replacement call within 15 days of their company's term. He asked me to show him some documents for proof.

I went to great eastern and collected a copy of the delivery challan. I whatsapp-ed all the documents along with the delivery challan to mr. Arindam nandi on 31.08.2017. Sadly, nothing till date changed or happened. He kept on adding hopes that the matter would be resolved. But nothing changed yet.

Meanwhile i contacted three landline phone numbers (Ph no.[protected] miss debashree,[protected] &[protected] mr. Diptesh ghosh) as provided by the whirlpool customer care but none picked it up.

I also contacted mr. Uttam of jain appliances sales & services (Cell no.: [protected]). (Even this phone number was provided from the customer care). He mentioned that he does have any authority in this matter. He can only help me by emailing to the higher authority. Hence, i provided him with all the details and photocopies of the documents. He asked me to contact him after a week to know the response of the mail. On 22.09.2017 i contacted him back and his response was negative. He suggested me to contact mr. Arindam nandi. According to him, only he (Mr. Arindam nandi) can help me with this issue. I re-contacted mr. Arindam nandi and his response was as usual. (Hopeful but fake, that's what i felt.)

My dealer, great eastern, barasat too have mailed from their part on 19.09.2017 but they did not yet receive any response from whirlpool's side.
I would also like to bring light on this fact that i have spoken to whirlpool customer representatives multiple number of times and every time they have assured me of a call back from their internal department / higher authority regarding this matter, as they are not much aware of my problem but till date i have got no calls nor any emails from whirlpool's end.

The washing machine is yet packed, just the way i received it from the dealer. Could not use it since the day i have purchased. Its boxed up, lying all dusted in a corner of my house. It's a matter of shame that i have paid for the product that i have never thought of and getting the service that i will never imagine to give someone.

It's a matter of fact that i have many whirlpool appliances in my home and using whirlpool products over 15+ years but this time, company's after sales service, response and customer care is unimaginable at its worst, is indifferent, non-responsive, reluctant, unprofessional and non-customer friendly behavior, that saddens me and shocks me to my core. I believe that this will be my last dealing with whirlpool and would happily like to detach myself as a customer from whirlpool's family and will never recommend anyone, rather suggest other brands.

I will never forget and never surrender on the service that whirlpool has provided me on this issue.

Current status (As on 09.10.2017):

Waiting for approval from the branch level (As per whirlpool customer care information).

Arindam nandi does not respose to my calls anymore despite several try.