[Resolved]  Whirlpool India — pathetic consumer experience

Address:

Mumbai City, Maharashtra

Hi,

I wanted to highlight and bring to your attention the NIGHTMARISH experience with Whirlpool after purchasing an A/c in Mumbai.

Please do not take this matter lightly as I intend to make this a big issue.

My ordeal started when an AC was procured through FLIPKART by Vaani Kapoor on 20.05.18, invoice number FAABDP[protected]. I now think buying a Whirpool a/c was the biggest mistake that i never intend to repeat again.

To get the a/c installed on her behalf i started calling the toll free number provided . My first call went out at around 2 pm on 02.06.18 from my number [protected].

This was where the DISASTER began.

First my call landed in Delhi call centre where it was informed to me that my call has landed in Delhi and they will arrange a call back for Mumbai.
When i got a call back it was a missed call. The phone was in my hand and it disconnected after one ring.
I called back on the same number and it was again informed to me that the call has landed in Delhi... EVEN AFTER CALLING BACK ON THE SAME NUMBER??
Again i was told that a call back will be initiated for Mumbai.
The call that came again was missed call which disconnected AFTER ONLY ONE RING!!! The phone was right there in front of me! Is the Whirlpool company in such a bad shape that they can't afford to give proper calls?? And after giving a missed call they must have conveniently updated on the system that TRIED TO CALL CUSTOMER BUT NO RESPONSE. So i got no further call.
Once again I called the number and my call again landed in DELHI and they told AGAIN they would initiate a call back.
Finally i got a call where i managed to speak to a lady and requested her to arrange an engineer visit. During the call i inquired whether the installation would be free of cost as if you buy from Flipkart the installation is taken care of.
WITHOUT CONFIRMING THE ENGINEER VISIT she told me she has no idea on the same and would once again INITIATE A CALL BACK for my query and disconnected the call. I didn't have an IOTA of CLARITY when and how the technicians would visit for the installation. that was of course because IT WAS NOT DONE!
More than an hour later i did not recieve any call even though the time committed was WITHIN 30 MINUTES! Eventually i only had to call back and again the call LANDED IN DELHI and I was informed that I would get a call back for MUMBAI.
ONCE AGAIN IT WAS A MISSED CALL!!!
By this time I had run out of patience and called up to complain where i narrated the entire ordeal. AGAIN I WAS TOLD I WOULD GET A CALL BACK FROM MUMBAI... THIS TIME ON PRIORITY.
NO CALL WAS RECEIVED!!!
I called back and informed the customer care that i am not receiving call backs or am getting missed calls and the only response i got every time was -WE WILL INITIATE A CALL BACK! (By this time i had resigned myself to the fact that my calls will land in Delhi only. FYI - I WAS NOT GIVEN A MUMBAI NUMBER DESPITE ASKING)
This whole nonsense went on and I called atleast 10 to 12 times. I even called at 7 pm... waited for a call for 30 minutes... called at 7.30 pm to inform no call received... waited for a call back, no call recieved... called back at 7.45 to inform no call received, where i spoke to this cocky guy who assured me he would initiate a call back in 2 minutes on priority. I informed him that I better get a call back before the close of Whirlpool's closing hours at 8 pm as I have been calling all day and they still haven't managed to do a simple thing like request an engineer for installation. He gave me his word that i would get a call. FALSE INFORMATION AND LIES. I called back at 8 to hear the IVR information about the WHIRPOOL operation hours!!

DAY2 03.06.18:

Despite being EXTREMELY DISSATISFIED, FRUSTRATED and ANNOYED with the previous days experience i again called the toll free number and i was told a callback will be initiated in 30 minutes.
2 hours later no call.
I once again called Delhi call center and asked to talk to somebody senior as I was done with the entire thing.
I got connected to a supervisor called VIKAS or KUNAL and I once again narrated the entire incident. This time I was so frustrated and done that i informed the supervisor that I AM DONE WITH THIS COMPANY AND I MADE A MISTAKE PURCHASING A WHIRPOOL PRODUCT. To get a simple task like requesting an engineer visit had become a headache!! I informed the supervisor that I AM GETTING IT INSTALLED ON MY OWN AS I AM GETTING NO HELP FROM WHIRPOOL and am also FORGOING THE WARRANTY (It has a warranty of 10 years) and am ready to spend my own money for installation. THAT IS THE LEVEL OF FRUSTRATION AND HELPLESSNESS I WAS AT!
The supervisor was nice enough and that was the only help i received as he genuinely tried to initiate a visit on priority. But by this time it was 5 pm and i got a call saying the centres are closed and no technician is available. ON A SUNDAY!!! So finally i got it done on my own.
I DID NOT EVEN GET A CALL THE NEXT DAY TO CONFIRM IF I WANTED TECHNICIANS FOR INSTALLATION. SUCH WAS THE LEVEL OF APATHY and SHAMELESSNESS FROM WHIRPOOL!

Today 07.06.18

There was a technical snag with the product as it was not cooling so i called the toll free number on 06.06.18 in DELHI and they initiated a call back for me.
I received the call, confirmed an engineer visit where i was told that a centre called COOL CARE would get in touch with me and confirm the timing. This call was made at 11 am.
COOL CARE technicians very conveniently called and informed that they would not be coming today despite having the entire day. They gave some nonsense reason as THE PROCESS TAKES 24 HOURS TO VISIT ONCE INFORMED TO THEM!!! REALLY??? 24 HOURS AFTER CONFIRMING WITH WHIRLPOOL?

They finally turned up today at their own sweet time. Took one look at the ac and informed that the gas has leaked. To rectify the same they will come back tomorrow. ONE WHOLE DAY THEY WILL TAKE AGAIN TO RECTIFY???? 48 HOURS AFTER THE COMPLAINT AND STILL NO RECTIFICATION???

On talking to the COOL CARE local person MOHAMMED he just put his hands off the case. I told the customer care centre i am willing to pay for the service as i got the ac installed on my own, WHIRPOOL was not bothered or even cared to get in touch with me after my HORRIBLE experience.
MOHAMMED was extremely rude and uncaring. When i asked why it cant be done today he changed his story and told me they will not repair the ac as i had got the installation done on my own, even though I was ready to pay.
ONCE AGAIN I GOT A LOCAL GUY AND GOT IT REPAIRED.

My entire experience was PATHETIC BEYOND WORDS. It was the biggest mistake to purchase a WHIRPOOL product and the experience has left me so ANNOYED that i had no other choice but to send this long of a mail. The ANGUISH cannot be described.

I hope this mail is escalated to the highest levels as no one should have to face something like this and I need a service recovery to be done! YES i am going to be shameless in mentioning this. I HAVE HAD ENOUGH! And this will become a big issue for your company!

Harsh Tuli