Whirlpool India — Whirlpool 330 L Frost Free Multi-Door Refrigerator

Dear Sir/Madam,

Whirlpool Support Ticket #: HYD[protected]

I hope this letter finds you well. I am writing to file a formal complaint against Whirlpool, a reputed home appliance manufacturer, regarding a series of issues with a product I purchased from them through Amazon. Despite my efforts to seek a resolution directly with the company, they have failed to address the problems in a satisfactory manner.

The product in question is a Whirlpool 330 L Frost Free Multi-Door refrigerator, which I purchased on 06/15/2022. From the very beginning, the refrigerator has exhibited numerous defects, requiring frequent repairs every year. This ongoing issue has caused considerable inconvenience and financial burden, leading me to believe that the product is inherently defective.

My interactions with Whirlpool's support team have been nothing short of frustrating and disappointing. The representatives have consistently been unable to provide adequate answers to my questions and concerns, leaving me feeling unheard and disregarded. To make matters worse, my conversation with the Area Service Manager escalated to an extremely unprofessional level when they abruptly hung up on me, stating that service would only be provided at an additional cost, without offering any logical explanation or solution.

In an attempt to seek transparency and protect my rights as a consumer, I requested the support specialist handling my call to provide a recording of our conversation. This recording was crucial for me to file a complaint with the consumer court. Shockingly, the specialist claimed not to know the procedure to obtain the recording and failed to provide any assistance. Instead, she threatened to disconnect the call if I persisted with my inquiry, and ultimately, she did hang up on me.

After an unacceptable waiting period of one week, a technician finally visited my premises to investigate the ongoing issues with the refrigerator. The technician confirmed that the compressor is defective and requires replacement, which Whirlpool has agreed to provide free of cost. However, I was informed that I would need to bear additional expenses for re-filling the gas and changing the filter, which are essential components related to the compressor replacement. The estimated cost of approximately 3000Rs for these additional services, apart from the service charges, is entirely unjustified.

Whirlpool advertises a 10-year warranty on the compressor, but the current warranty policy is deeply flawed. It is evident that changing the compressor necessitates associated services such as gas re-filling and filter replacement, and these expenses should rightfully be covered by Whirlpool. The company's reluctance to acknowledge this discrepancy is both disappointing and unfair to customers like me, who have placed their trust in the brand.

In light of these numerous grievances, I kindly request your intervention to address and resolve the following matters:

Ensure a full refund or replacement of the defective Whirlpool 330 L Frost Free Multi-Door refrigerator to rectify the recurring issues.
Direct Whirlpool to provide compensation for the inconvenience caused and the expenses incurred during the numerous repairs and ineffective customer service.
Direct Whirlpool to amend its warranty policy to include comprehensive coverage for all associated services when replacing faulty components under warranty.
Take appropriate action against Whirlpool for their negligent customer service practices, the unprofessional behavior of their representatives, and the inability to provide the requested call recording.
I believe that as a consumer, I have the right to expect products of high quality and reliable customer service from reputable brands like Whirlpool. The company's failure to meet these expectations has not only caused personal inconvenience but also raises concerns about the integrity of its business practices.

I sincerely hope that the Consumer Compliant team will undertake a thorough investigation into this matter and take appropriate actions to safeguard consumer rights and ensure fair treatment by businesses like Whirlpool.

I have enclosed copies of all relevant documents, including purchase receipts, warranty details, and communication with Whirlpool's support team, for your reference.

Thank you for your attention to this matter. I trust that the Consumer Court will address these issues promptly and effectively, delivering a just resolution.

Sincerely,

Anoop
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