Whirlpool India — Unethical Behavior

Dear Sir/Madam,

I would like to bring to your notice the issue we are facing since the last few weeks with your service provider Max Service Solutions, Bangalore.

I have registered a complaint on 6th March 2023 regarding the cooling issue in my refrigerator.

On 8th March your technician (Name: Ibrahim, Phone No: [protected]) visited and replaced the fan kit in the freezer and charged 2200 for the part and 530 for labour charge. Within a week we started facing the same issue and the complaint was registered with the customer care.

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After many follow ups, the same technician visited again on 20th March 2023 and inspected the machine and said some sensor is not working and the same to be replaced along with the fan kit. When I asked why it wasn't done last week, no answer from him. Also he mentioned he was not having the part ready and he needs 2-3 days of time. I said okay. Later he disconnected the power cable from the refrigerator and connected directly inside the freezer and did some more external connections with the wire he had. During this time he made some wrong connections. There was a huge noise from the freezer compartment and smoke too. He was so tense (I was able to notice the same on his face) and started telling me that the board is gone and it costs Rs.[protected] to replace.

I was so worried and questioned him that why should I pay for something he messed up but no answer from him. When my wife asked the same question, his behavior was so rude and talking about unwanted things and started abusing her. Is this how you train your technicians to behave with customers? He started showing his frustrations on us which is completely not acceptable.

After sometime he called his superior Mr Sunil (Phone No: [protected]) and started telling stories instead of the actual mess he created. Later I spoke to him and explained everything. Finally Mr. Sunil agreed to fix the issue and admitted the mistake was from his technician. He said he will fix the issue within 2-3 days (Max by Saturday 25th March 2023). Days were passing but no proper update from the service center and no response to the calls and messages in whatsapp. Later I got an update that the issue will be fixed by Wednesday 29thMarch 2023 but as usual no updates from Mr Sunil till 30th March until I asked for the update.

On 30th March he came up with a new update that they are processing for replacement of the machine under "depression basis" and asking me to share the invoice copy. I have shared the invoice copy with him on Monday 3rd April 2023 and no update till 6th April 2023 as usual. I called Mr Sunil on 6th April and he received my call and it was a great surprise for me. He was explaining to me that the spare part (the one spoiled by the technician by wrong connection) is not available and processing the replacement. Also he mentioned I have to pay 50% for the replacement since the company will provide only 50% on the invoice value.

What I don't understand is why should I pay for the mistake done by your service center people? Is this how you run your business and treat your customers? My refrigerator was working fine except the small issue which would have been fixed by any local technician. It was my mistake that I went for authorised service and ended up with all this kind of mess.

I would like you to look into this matter and I hope I can get a better solution from you instead of asking me to shell out the money from my pocket for your mistakes. If anything like this happened because of my mistake, would you pay even a single rupee from your pocket? I don't think so.

For last three weeks, we are facing so much of mental torture because of this issue. Having kids at home, unable to get milk and vegetables stored.

I purchased this product because of brand value and based on past experience. I never expected what is happening currently.

Mr. Sunil has not at all shown real interest to solve the issue. He was always trying to ignore and delay things and it irritates me a lot. Every single time he either disconnects my call or does not respond. Even though he picks my call sometimes, he behaves like I am begging him / seeking help for something he is not responsible for.

Till your technician made some wrong connections, the refrigerator was working fine except the defrost issue which can be managed by switching off the machine for a few hours.

I kindly request you to look into this matter and provide a solution for this.