[Resolved]  Whirlpool India — Whirlpool Refrigerator 450 L

Address:Agra, Uttar Pradesh

To whom it may concern I have a Whirlpool Refrigerator 450 L. Around 5 years old. i complained for problem of poor cooling to my local Whirlpool service center around 3 months back. The service person visit my home and after checking he changed the PC of my refrigerator. But again after 10 days i found same problem and the service person again visited my place and again he did some thing and confirmed me that now i will not face any issue. for all this i paid more then 5500/-. Now from last 1 month i am facing again a cooling issue, this time my refrigerator front door cooling adjustment panel start beeping again and again. I complain the service center and person visited my home suggest me for the change in front setting panel for which i paid him 1500/-, after few days he came back with my money back and told me that the device is not available. I again complain the customer care and chasing many times customer complain girl told me that they will get the device very soon. since Monday i am asking for the repair and now the service center asking me to send me the refrigerator to the service center and also telling me that they will refill the gas also. In this position i am afraid as from last 3 months i am facing problem and they have not get it solve and i have already spend more than 5500/-and again they are asking for 3500/- and more over they are asking for my refrigerator and in this case i cannot see weather they will change the parts or just send it back to me. I am very disappointed by the way of whirlpool treatment and will like to take this issue on social so that i can get proper resolve. Ankit Agarwal [protected]
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Complaint marked as Resolved 
Whirlpool India customer support has been notified about the posted complaint.
Verified Support
Sep 12, 2014
Whirlpool India Customer Care's response
Dear Customer, Thank you for sharing your complaint details. We regret the trouble you have faced. We've escalated your complaint to the concerned department. They will be in touch with you shortly. Warm Regards, Whirlpool India
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I have purchased a whirlpool Ice magic FF 450 Elite model 450 litres Fridge in 2005 with the extended warranty (1+ 6Years). This fridge initially gave some problem within one year and the problem was resolved by changing the control unit by the Whirpool service . Later in the year 2011/12 the compressor was changed as it was not cooling.
In the month of April 2014 - My fridge again gave a problem of no cooling accompanied with flashing of all the LED indicators and constant beeping sound. I lodged a complaint with Whirlpool customer care and it was forwarded to Genius Service point in Bangalore. Their engineer declared that the filter was blocked. The filter was duly changed and gas was recharged. This did not eliminate the problem and after 2 days again the filter was changed. Again the problem persisted . It was now told that the problem was with another part which needed to be ordrered from Pune. The part eventually arrived after 10 days and finally on the third attempt the problem was reportedly resolved by repeated flushing of the pipelines and putting another new filter. A charge of Rs. 3235/- on4/4/14 was made. I had informed the service agency that the cooling was less compared to earlier but the service agency insisted that all was well.
On 18th. september 2014 all the LED indicators again started flashing accompanied with constant beeping. Again I lodged a complaint and Engineer from Genius Service point inspected and declared that the compressor pump had failed and the compressor needed to be replaced. On 20th. September the compressor was replaced with a new one by Genius Service engineer and I paid Rs. 9500/- towards the cost of the new compressor. The noise level in this new compressor was higher than the older one but the engineer insisted that all was well. I also informed after a day that even the cooling was not as good as earlier one but the engineer came, said that the compressor performance was ok.
Again on 17th. october 2014 all the LEDs again started flashing with constant beeping. I again lodged a complaint no. BG[protected] on the 18th. september 2014. After my repeated coaxing one engineer from Genius Service point visitedafter 3-4 days and declared that the "sensor" was malfunctioning. He cleaned the sensor and refitted the same stating that new sensor has to be ordered from Pune. Next day I again had the same problem of all lights flashing and constant beeping.This was again informed to Genius Service Point. They said that new sensor will be ordered. After a week after my repeated enquiries and visits to Genius Service Point i could succeed in physically escorting their engineer to replace the so called "faulty sensor". He replaced the sensor on 5th.october 2014. The problem still persists and every day early in the morning between 4 to 5 AM all the lights on the fridge start flashing with a beep sound.I have again informed the service agency but I know that they will not send anybody unless I again go to their office and physically bring their engineer!!
It is now clear to me that service agency is unable to diagnose the problem in the fridge and is resorting to "trial and error" experiments at my cost to resolve the problem. Their extreme reluctance to respond to my complaints is further strengthening my conviction about their inability to diagnose the problem and resolve it. Added to this is the predicament of the customer who is getting "stonewalled" so as not to be able to escalate the matter to higher managers who have become "unapproachable" - thanks to "stonewalling" by the call centre and the Service Agencies!!!
We customers expect much better response and treatment from a World leader and "FORTUNE 500" company like Whirlpool!!. Hope that somebody in the Consumer/Customer Services Hierarchy of WHIRLPOOL will take cognizance of our plight and resolve the issues and accessibility of the customer to higher management for escalating genuine problems faced by your customers. J.K.SHARMA Mobile no. [protected]( Flat no. 002 Victorian Enclave Block'A', 5th. Main, 7th. Cross Malleshpalya ; New Thippasandra post ; Bangalore-560075); e-mail id : [protected]@rediffmail.com

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