Whirlpool India — worst customer service resolution in spite of taking amc

Address:

N H Halli Road, 560035

I have been frustrated as from 3 months Whirlpool's customer service is not able to fix my complaint. i month I followed up on call with customer support, which was of no use as they close the ticket 3 times with out my notice
[protected] Forwarded message[protected]
From: SHILPA. S YAMAKANMARDI
Date: Fri, Sep 20, 2019 at 10:16 AM
Subject: Re: Customer service for AMC customers
To: Ankur Dubey', Anoop P Sreedharan

Hi Anoop /Ankur,

Awaiting your response.
Reminder 3!

On Thu, Sep 19, 2019 at 12:20 PM SHILPA. S YAMAKANMARDI wrote:

FYI
[protected] Forwarded message[protected]
From: SHILPA. S YAMAKANMARDI
Date: Thu, Sep 19, 2019 at 12:19 PM
Subject: Re: Customer service for AMC customers
To: Anoop P Sreedharan

Hi Anoop,

Without bill if you are not able to Refund/ Replace? How did you people take AMC from two years with out bill?. Where are the AMC documents that I should be getting within 10 days of taking AMC?
Did I dream that I will have such bad experience with Whirlpool and have to keep the bills from past 6 years whose prints has vanished?
See I have done my part taking AMC. Giving maintenance is your duty. I even contacted Ezone. They dont have the database in place.
For depreciation, being a big company you should be knowing the MRP of the your products.
Your technicians dint even bother to visit and check inspite of all the followups. If certain part is not available from your end, is it your problem. It's your duty to get the equipment to functional state.
I have purchased a high end model so that my life runs smoothly. Took AMC on that and you people are just whiling away time instead of doing the needful?

I] I am ready or depreciation and you get the MRP, since I have provided you with Model number and other details.
2] Refund my AMC amount + the compensation caused to me due to your incapable technicians and in appropriate process you people follow.

Come to conclusion with one of the above solutions. I am not liking to drag it anymore in spite of investing on Whirlpool.

On Tue, Sep 17, 2019 at 2:25 PM Anoop P Sreedharan wrote:
Dear Ms. Shilpa,

We would like to inform you that we discuss with our branch the required part which needs to be replaced in your appliance is not available with us at present.
Therefore, we are introducing our bailout policy as per the company norms wherein, you need to pay 50% depreciation (as per your invoice copy) + INR 1000/- for transportation charges + model difference amount (if any). also like to inform you that with out bill we are unable to provide replacement /refund.

Thanks & Regards,
Anoop p sreedharan
Care Manager- Service Operations Support
E-Mail : [protected]@cogenteservices.in
Contact no. -[protected]
Whirlpool Of India Ltd.
customer care
[protected] (Toll free)

From: SHILPA. S YAMAKANMARDI
Sent: Tuesday, September 17, 2019 1:02 PM
To: Anoop P Sreedharan ; Ankur Dubey'
Subject: Re: Customer service for AMC customers

Hi Anoop,

As you have promised for depreciation. I am waiting for your response from weeks now.
Is it that you are ignoring my case?
Aren't you people credible for issues you people are not able to fix and keep the customer wait inspite of taking AMC?
I am not asking any free service from your end. Please understand your responsibility and duty. Ignoring the customer for weeks now is not right on your part. Don't you have the basic courtesy to at-least respond to the mail I sent weeks back.

Reminder 2!
Awaiting your response.


On Wed, Sep 11, 2019 at 1:00 PM SHILPA. S YAMAKANMARDI wrote:
Reminder !
Awaiting response.

On Tue, Sep 10, 2019 at 11:05 AM SHILPA. S YAMAKANMARDI wrote:
Hi Anoop,

It's been five days again since my last followup and still no response from your end. Anoop please realize it's been 3 months for the workaround and case is not closed. I am keeping a high end machine which is of no use to me.


On Thu, Sep 5, 2019 at 1:46 PM Anoop P Sreedharan wrote:
Dear Ms. Shilpa,

We would like to inform you that we are discussing your appliance related concern with our respective branch and we will update you the status as soon as possible.
We request you to kindly cooperate with us till then.
Thanking you and assuring you of our best services and attention at all times.

Thanks & Regards,
Anoop p sreedharan
Care Manager- Service Operations Support
E-Mail : [protected]@cogenteservices.in
Contact no. -[protected]
Whirlpool Of India Ltd.
customer care
[protected] (Toll free)

From: SHILPA. S YAMAKANMARDI
Sent: Thursday, September 05, 2019 1:21 PM
To: Anoop P Sreedharan
Subject: Re: Customer service for AMC customers

I am ready for depreciation.
The Ezone from where I bought is shifted. So with out invoice it should be done because I have taken AMC for past 3 years.

On Tue, Sep 3, 2019 at 3:28 PM Anoop P Sreedharan wrote:
Dear Ms. Shilpa,

We would like to inform you that we discuss with our branch the required part which needs to be replaced in your appliance is not available with us at present.
Therefore, we are introducing our bailout policy as per the company norms wherein, you need to pay 50% depreciation (as per your invoice copy) + INR 1000/- for transportation charges + model difference amount (if any). also like to inform you that with out bill we are unable to provide replacement /refund.

We hope your understanding on the same.
Thanking you and assuring you of our best services and attention at all times

Thanks & Regards,
Anoop p sreedharan
Care Manager- Service Operations Support
E-Mail : [protected]@cogenteservices.in
Contact no. -[protected]
Whirlpool Of India Ltd.
customer care
[protected] (Toll free)

From: SHILPA. S YAMAKANMARDI
Sent: Tuesday, September 03, 2019 12:50 PM
To: Anoop P Sreedharan
Cc: Ankur Dubey'
Subject: Re: Customer service for AMC customers


On Wed, Aug 28, 2019 at 5:31 PM SHILPA. S YAMAKANMARDI wrote:
Hi Anoop,

As per your option. I searched five year old Invoice at home and was not able to find.
As per my knowledge I have given while registering for AMC last year.
Now I even tried reaching the Ezone branch from where I bought the machine giving them model number and photos of all the labels on the machine. They say they don't have the invoice.

Now the solution is, Since I have taken AMC from past 3 years with Whirlpool, you have to help me in resolving this issue.
Please get back as soon as possible.

On Mon, Aug 12, 2019 at 2:35 PM Anoop P Sreedharan wrote:
Dear Ms. Shilpa,

Greetings from Whirlpool..!!!
We appreciate the opportunity to assist you.
We would like to inform you that we discuss with our branch the required part which needs to be replaced in your appliance is not available with us at present.
Therefore, we are introducing our bailout policy as per the company norms wherein, you need to pay 50% depreciation (as per your invoice copy) + INR 1000/- for transportation charges + model difference amount (if any
Kindly check which model you want and conform with us .https://www.whirlpoolindia.com/.

Thanking you and assuring you of our best services and attention at all times

Thanks & Regards,
Anoop p sreedharan
Care Manager- Service Operations Support
E-Mail : [protected]@cogenteservices.in
Contact no. -[protected]
Whirlpool Of India Ltd.
customer care
[protected] (Toll free)

From: SHILPA. S YAMAKANMARDI
Date: Wed, Aug 7, 2019 at 8:02 AM
Subject: Customer service for AMC customers
To:

Dear Whirlpool team,
This is to bring to your kind notice that, we have lodged the complaint before 25 days stating our washing machine is not in the working condition, how ever we are not getting support from your back end team for the rectification after taking AMC from you.
Complaint # : BG[protected]
BG[protected]
AMC plan # : HPW1906082
This attributes to the efficiency of the services that whirpool is giving to the costumer, we are writing this mail after many excuses that whirlpool has taken from us after opting for an AMC
1.After lodging the complaint the service personal will call us and close the complaint without attending, we wanted to know how our compliments are closed without notice. The complaints were logged on 16th July, 2019 and closed with no technician visiting. We got to know the ticket is closed after 10 days when we called back customer care.
Again the complaint was logged on 24th July, 2019. They assured service will be given within 24 hours, but they closed the ticket with no technician visiting. We got to know the this when we called after a week to know the status.
This time when we called we spoke to customer care manager Mr Praveen. He gave us technician mngrs number Mr Sunder who is responsible to Doddakennali area. He assured he will sent a technician, but there is no response from his end also.
We have bought whirlpool product thinking the service is awesome, but all this struggle made it a bad place for customers.
Technicians act as though there is no one to question them. No proper tracking process in place to even confirm with customers if service is provided or not.
2.Call center team, A gentle man by the name Mr. Ashish had kept our call on hold for 10 minutes and went for break, later we came to know this from other associates.
3.Everyone assures that the service will be provided when we call to call center, the local service providers call us and talk to us in unprofessional way which is really embarrassing being a loyal costumer to whirlpool.
4. If a customer opts for an AMC, it’s the fundamental responsibility of the company to provide the service within 24 hrs because AMC’s for the customers are not offered for free of cost from Whirlpool.
AMC documents should be handed to us in 10 days of registration. No one bothered to do so.
5. We called customer care several times but no technician visited till date.
Kindly advise do we have to go to consumer court to get it done by providing all the back ground documents to the court, we will be happy to do that as well.
The above-mentioned points are evident that whirl pool is working only with unethical associates and not for the customers.
I am writing this mail for the record purpose, kindly advise what is the next level of escalation to solve this issue.

Feels Regardless of Whirlpool
Shilpa