We purchased a Whirlpool Classic 6.5 kg Fully Automatic Top-Load Washing Machine (Model 31465) on 23 June 2021 for ₹15, 400. We also purchased Whirlpool's Home Care Promise Plan for ₹7, 200, valid until July 2027.
Unfortunately, after approximately five years o[censored]se, the washing machine developed severe deterioration of its cabinet/base and became unusable.
We registered three service requests:
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Following inspection, Whirlpool informed us that the cabinet/base required replacement and quoted an additional amount to carry out the repair.
We questioned the assessment and specifically requested a senior technician's review. However, no such review was arranged.
What has been even more disappointing is Whirlpool's complete lack of communication.
We sent several emails, requested someone from the company to call us, and escalated the matter to the Service Head and subsequently to the CEO's office. We also contacted Customer Care and were assured that a response would be provided within 24 hours.
Despite these repeated efforts, our last 3–4 emails have gone completely unanswered. Our most recent email was sent almost 20 days ago, and we have not received any response, acknowledgement or phone call since then.
The washing machine has remained unusable for several weeks, causing considerable inconvenience to my senior citizen parents, who needed a working washing machine at home.
Our disappointment is not simply about the repair charges or the AMC coverage. We understand that companies have terms and exclusions. But does that mean a customer should be left without a response after repeatedly seeking assistance?
We purchased a Whirlpool appliance and invested in its service plan expecting reasonable support. Instead, we have spent weeks trying to get someone from the company to simply acknowledge our concerns and discuss a resolution.
This experience has seriously affected our confidence in Whirlpool. We would encourage prospective buyers to consider the company's after-sales service and customer support, and not just its products and advertised features.
Having said that, we are still willing to hear from Whirlpool. We have made several attempts to resolve this matter directly and would genuinely appreciate a response from the company, even at this stage. We hope Whirlpool will eventually acknowledge our concerns and provide some clarity on how it intends to address the matter.
This review reflects our personal experience and the written communication we have retained.
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