[Resolved]  Whirlpool — whirlpool refrigerator over-cooling issue

Aug 13, 2018

Updated by Ganeshwari Hello Consumer Complaints team,

Thank you so much for forwarding our complaint to Whirlpool.

Here goes my updates,

Whirlpool support person called me today morning (Aug 13 2018), heard our issues with concern and told me that he'll get in touch with the Service Center. As we are being without refrigerator for the past three weeks, We have ordered for a new Whirlpool Refrigerator yesterday (12 Aug 2018) and exchanged the old one for scrap value (Rs.1000). I have informed the same to the Whirlpool support person today morning.

After a while, Whirlpool support person called me back saying that Service Center engineer will come again for diagnosing the issue. At first I told him, "The service center person has analysed already, why do they have to analyze again?". But the Whirlpool support person said that he wants the service center person to visit, and then the whirlpool support person could take the corrective action. And I accepted for the same.

The service center person called us and visited our home in the afternoon today. Once after he entered the house, he gave me a paper asked me to sign on it (which contains the information that we got service from them and we are satisfied with that.).

But actually, we are informed by the Whirlpool Support that the service center person comes to diagnose the issue. But the service engineer need only my signature for the confirmation of the service they have provided. I called up the Whirlpool Customer support person immediately, updated the status and he (Whirlpool support) then spoke with the Service engineer.

Then, the Whirlpool Customer support person said that if you want to change the compressor of the old one, then you have to pay. Even though, Compressor failed while the service engineer was working, its a technical fault and we (customer) have to bear it.

In the morning, the Whirlpool support person spoke with concern, but after the service engineer came to visit us, he is saying no fault in their side (without doing anything - no diagnose done). I disagreed to sign the form and he left.

I feel that they have done this procedure today for namesake and to end this issue they wanted me to sign in the form.

What should be their responsibility? To close the issue or to service the Customer. They are not ready to take any responsibility if something fails when they do the service work. The service person should own the responsibility while he does his work. And if he fails to do so, the WHIRLPOOL Customer care has to take the necessary action and the corrective steps. But here, in my case, the Service person fails his work, the Whirlpool customer care fails to do their work and they put all the blame on the customer.

We are really in need of the refrigerator and we have waited for more than 3 weeks on this issue, so we have go for the new one. That too, we have gone for WHIRLPOOL as I feel its always a good choice for refrigerators. We have spent Rs.24, 000 to purchase a new one.

But Whirlpool support should not come to the decision that we have purchased a new whirlpool refrigerator, so they can close this issue. This is different. I need the solution for the problem that happened to us. So, we need a refund of Rs.6500 which is the cost of the compressor which was failed by the Service engineer (Dolphin Refrigeration - Vadodara).

We believe that Consumer Complaints team help us to provide us the solution.

Regards,
Ganeshwari
[protected]

Aug 14, 2018

Updated by Ganeshwari Hello Consumer Complaints team,

Thank you so much for forwarding our complaint to Whirlpool.

Here goes my updates,

The Whirlpool support person called me today morning (Aug 14 2018), and said the same thing, "If you want to get the fridge serviced, you have to pay." They checked with the Service Center person and the Service Area Manager, who are saying that its the technical fault of the customer and so the customer has to pay.

The Whirlpool Customer care is accepting whatever the Service Center /Service Area Manager conveys them, above whom I have raised a primary complaint. (Refer to the first thread - where I have mentioned clearly that Service Center person has lack of knowledge to diagnose the issue & to provide the service, Service Area Manager is non- cooperative). How can a Customer get a Justice/proper solution when Whirlpool is showing us partiality (supporting only the Service Center)? Whirlpool Customer Support is not at all ready to hear/accept what the Customer says.

The Whirlpool Customer support person said clearly that they don't have Technical knowledge and so they depends on the Service Center/ Service Manager. There should be some person in Whirlpool customer support with basic technical knowledge who can provide the third view on this issue. I would like some senior official from Whirlpool Customer Support to look into this issue. And I insist the Whirlpool Customer support not to rely only on the Service Center/ Service Area Manager, above whom I have raised the issue. Such thing, will never provide justice to a Customer.

The Whirlpool Support says that the Dolphin Refrigeration (Vadodara - Service Center) has given hundreds of good services to the Customers. It can be true. But it doesn't mean that Dolphin Refrigeration never does wrong. In our case, their diagnosis and service is not right. So, the Whirlpool Support should understand this.

Also, the Whirlpool Support person says that our fridge is bought on 2011 and is old one. Does he mean that Whirlpool refrigerator stops working after 7 years of age? I have seen Whirlpool Refrigerators running fine more than 15 + years. As we got the new refrigerator yesterday, we exchanged our old one. It doesn't matter that we got a new refrigerator from Whirlpool and so this case can be closed. We need a justice for the problem we faced.

The Whirlpool Support person says that they are not responsible for any technical faults that happen while doing the Customer service. I haven't expect this from a big brand like WHIRLPOOL, considering the Customers least bothered. Does Whirlpool expects that customers have to accept whatever they say or do? If not, provide the Justice for us.

Customer care is for the Customers and to solve the Customer issues properly. But that's not happening here.

Dear Whirpool team,

I'm explaining all these information to clearly express the Justice from our end. I would request you to understand us. Please check with your higher officials who have technical knowledge and revert back to us. If you rely only the Service Center then how come you could provide the Customer a best service. At times, Service Center also do wrong service and its your responsibility to look into the issue deeply and solve it.

It's a great loss for us due to the bad service provided to us. So I would like you to refund at least the Compressor cost of Rs.6500/- which was failed by the Service Support Person (Dolphin Refrigerator - Vadodara).

I would like to highlight few points again,

- Service Engineer diagnosed that the issue is with thermostat switch and also said that the compressor is working fine during his first visit.

- In the next visit, while the Service Engineer comes to change the thermostat switch, the compressor failed.

I'm writing this lengthy mail to express our concern and Justice clearly to you. Please respect the Customer point of view and take necessary action. Please don't write your standard two line reply, which shows clearly how you treat your customers and how deeply you analysed this issue.

Regards,
Ganeshwari
[protected]

Aug 19, 2018

Updated by Ganeshwari Dear Whirpool team,

I got a call from Whirlpool support person (Feedback team) on Aug 16th, who said that this issue will be handled by Whirlpool Escalation team, but I haven't received any calls from whirlpool support person for the past 4 days.

Even I tried calling Whirlpool support on Aug 17th, but unable to contact that Feedback support person. Nothing moved after Aug 16th.

I hope someone from Feedback or Escalation team will call me on Aug 20th.

Regards,
Ganeshwari
[protected]

Aug 20, 2018

Updated by Ganeshwari Hello Consumer Complaints team,

Thank you so much for forwarding our complaint to Whirlpool.

Here goes my updates,

Whirlpool support person from feedback team called me on Aug 16th, confirmed me that someone from Escalation team will call me back but never get a call back. I've tried contacting them lot of times but unable to contact the feedback team person. Every time I call the Customer support they says that they'll ask the concerned support person to call back after 30 mins. Four days passed. Please let me know the next level of escalation or the way to get my issue resolved.

Hello Whirlpool team,

This is not the right way to treat your customers. Writing the same standard mail for namesake and not caring the customers will surely impact you all. Why can't you respond to your customers?

Regards,
Ganeshwari
[protected]

Aug 21, 2018

Updated by Ganeshwari Hello Whirlpool support,

What have you checked? Did anyone from your team called me today? Just writing your standard mail doesn't help a Customer.

I came to Consumer Complaint to get justice and to get my lost money back. How can you close an issue without providing any solution? I gave complaint over Dolphin Refrigeration (Service Centre - Vadodara) and you are saying that you got it checked with the service team. How could you come to a decision without checking with a Customer? Whirlpool support has not answered any of my questions written in this Consumer Complaint forum till today.

Do you think Customer's doesn't have technical knowledge? Why Whirlpool Support is sticking only with Service Center? Do you think your Service Centers always does their work correctly? Whirlpool Support is not at all listening to the Customers. Does WHIRLPOOL won't take any responsibility, if an issue happened due to the wrong service provided by the Service team?

In our case, issue was created by Service Center and Whirlpool Customer Support is supporting the Service Center without analyzing the issue.

Whirlpool support persons have not do their work properly. Customer Support person has to analyze everything properly? But that doesn't happened in my case. I got a call from Komal (Feedback team) on Aug 16th saying that this issue will be handled by Whirlpool Escalation team. But I never got a call either from Komal or Escalation team after that. They stopped working on my case all of a sudden. How many times a Customer have to follow up?

On Aug 13, Whirlpool Support person said that Dolphin Refrigeration engineer will come to check your issue again. But really, he came only to get sign in a form which had the content that Customer is satisfied with their service and not even checked the Fridge. They tried to fool me that day. Now, I suspect that Whirlpool Customer support too played well.

Whirlpool Customer Support is not at all providing support to the Customers. And providing support only to the Service Centers. The Customers like me trusted Whirlpool Customer support in vain.

I understood very well that I've knocked an unopened door, thinking Whirlpool Customer Support provides me Justice.

Regards,
Ganeshwarin
[protected]

Aug 23, 2018

Updated by Ganeshwari Dear Consumer Complaints team,

I hope someone from Consumer Complaints team has been reviewing this case. Nothing happened good in my case. Whirlpool Customer Support's intention is just to close this case in Consumer Complaints Forum and nothing else. I've Justice in my end and I hope Consumer Complaint Support will help me to get my Justice from WHIRLPOOL CUSTOMER SUPPORT, who has been non-cooperative, no answers to any of my questions asked in this forum, just trying in all the ways to close this issue without taking any steps /efforts. And specifically writing the same standard two line mail again and again, irrespective of what i'm trying to make them understand the reality of this case.

Hello Whirlpool team,

I don't understand why WHIRLPOOL CUSTOMER SUPPORT repeatedly copy pasting the same standard message continuously, without concentrating on the issue raised. Does WHIRLPOOL CUSTOMER support person really reads the mail sent by me or not? No answers to any of my queries. No calls after Aug 16th 2018. Whats happening? Just copy pasting the standard message going on.

We didn't expect such a worst response from WHIRLPOOL CUSTOMER SUPPORT. How many times a WHIRLPOOL CUSTOMER SUPPORT continuously COPY & PASTE the same STANDARD message? I had a good respect towards WHIRLPOOL, but things that happens here shows everything is wrong.

In my case, without handling the issue, WHIRLPOOL CUSTOMER SUPPORT's is just writing their standard two line message to close the issue. Does WHIRLPOOL CUSTOMER SUPPORT's intention is just to close the case that was started in Consumer Complaints Forum?

I would like someone from your SENIOR WHIRLPOOL CUSTOMER SUPPORT PERSON to call me asap. None of the WHIRLPOOL CUSTOMER SUPPORT persons who have worked in this case has worked properly.

Regards,
Ganeshwari
[protected]

Aug 24, 2018

Updated by Ganeshwari Dear Consumer Complaints team,

Whirlpool Customer Support is not at all reading the messages posted in the Consumer Complaints Forum, instead just replying with their standard messages. In spite of whatever the messages sent by me, the same reply comes again and again. Are they sending some automated messages thinking not to attend my case? This is really too bad. I hope Consumer Complaints team will take necessary action. Please check the Mail thread that happened between WHIRLPOOL CUSTOMER SUPPORT and me.

Regards,
Ganeshwari
[protected]

Aug 31, 2018

Updated by Ganeshwari Dear Consumer Complaints Team,

WHIRLPOOL Support is not doing their work properly. They called me for namesake and no updates from them yet. How many times a Customer has to follow up them? My case is long pending and not handled properly by the WHIRLPOOL CUSTOMER SUPPORT. I would request you to provide me the right solution.

Regards,
Ganeshwari

Hello Whirlpool Support,

I got a call from WHIRLPOOL Support team on Aug 27th, who asked me to explain the issue again. I've given all the explanation and the Whirlpool support person told me that he'll contact the Service team and come back. It's been 5 days gone. No callbacks or no updates in the forum.

Each and every time a new WHIRLPOOL SUPPORT person calls me and asking the entire issue history. But doing nothing. How come an issue gets resolved when the issue is not handled by a specific person or a specific team? No one in WHIRLPOOL SUPPORT knows the Issue history and not taking any necessary actions. Not giving correct updates.

WHIRLPOOL SUPPORT should take responsibility from beginning of the case till the solution given for the case. But here, my case was handled by so many WHIRLPOOL SUPPORT persons. No one has done their work right. I don't understand why WHIRLPOOL SUPPORT is not able to do their work correctly.

Regards,
Ganeshwari
[protected]

Sep 03, 2018

Updated by Ganeshwari Dear Consumer Complaints Team,

I have come here to get solution for my issue created by Whirlpool Service Center and non-cooperativeness by WHIRLPOOL CUSTOMER SUPPORT. I've been writing so much of emails to explain the issue and Whirlpool Customer Support's non-involvement in this case. I'm really sad to say this, Whirlpool Customer Support has not done anything in my case. They are just writing words without doing anything to a customer. No calls regarding any clarification. Its a great lie, whatever they have said that requisite information given. Nothing is given. I'm not going to leave this issue. Please let me know the next procedure to tackle this issue. Such people's will have to pay for what wrong they do to a Customer. Let me know the next level escalation process to resolve this issue.

Hello Whirlpool Support Team,

I haven't get any calls from your team after Aug 27th. I have raised the complaint over WHIRLPOOL SERVICE CENTER and WHIRLPOOL CUSTOMER SUPPORT and how come you say that "service team has given requisite information". How come you can say this is a final communication? You people are not at all working in my case. No information or clarification given from WHIRLPOOL CUSTOMER SUPPORT. Every time i'm getting calls from your WHIRLPOOL CUSTOMER SUPPORT person to hear what issue happened, but not getting any answers from them back. Each time new WHIRLPOOL CUSTOMER SUPPORT person calls me and provides no solution.

Does the WHIRLPOOL CUSTOMER SUPPORT higher officials won't look into the issue? How you people are treating your Customers? Whirlpool Customer Support is just writing Standard mails to hide the actual issue and just trying to show to CONSUMER COMPLAINTS FORUM that they have do their work from their end. But actually the reality is WHIRLPOOL CUSTOMER SUPPORT is doing nothing and writing mails for namesake. Do you think Customers cannot do anything?

Customers are coming to Consumer Complaints to get the issue resolved. You people are writing just emails without doing anything. How come you say this is a final communication. Did you investigate anything on this issue? Did you give any clarification to the customer? What made you to come to this final communication?

I cannot consider this as a final communication, I need my money back which i lost due to the irresponsibility of the WHIRLPOOL SERVICE CENTER and the WHIRLPOOL CUSTOMER SUPPORT.

I need a callback from WHIRLPOOL CUSTOMER SUPPORT higher official only, to get my issue solved.

Regards,
Ganeshwari
[protected]

Sep 18, 2018

Updated by Ganeshwari Hello Whirlpool Support Team,

Thank you for the proper responding to my complaint for the first time in the past 6 weeks. Well, I received a letter from Whirlpool Corporation, Ahmedabad on Sep 17, 2018. Please forward this mail to WHIRLPOOL CORPORATION, Ahmedabad or to the concerned team who is handling this issue.

I would like to highlight few things here. It's mentioned in the attached letter that,

1. the complaint was registered as "Less/Low Cooling" Issue, but actually its "Over Cooling Effect Issue - started freezing all items all over the refrigerator".

2. Claim of Rs. 5500/- against comp - AH[protected] - It's not Rs.5500, the claim amount is Rs.6500/-

3. Compressor is also not working and you have blamed due to our engineer's work - Of course, I'll blame your engineer's work. The refrigerator which had over-cooling issue but was working till before your engineer provides service. During the first visit, your engineer said that the compressor is running fine to us. It stopped working completely during the service provided by your engineer, then its the responsibility of the service engineer, in turn its the responsibility of both WHIRLPOOL AUTHORIZED SERVICE CENTER and WHIRLPOOL CORPORATION. I would like to point here that Compressor was running fine that's why it caused over-cooling effect and it stopped working while your engineer provides service. It's not our fault to blame your engineer's work and its only the fault of both WHIRLPOOL AUTHORIZED SERVICE CENTER and WHIRLPOOL CORPORATION, for not taking your responsibility for what wrong happened to a Customer. Can you say we had over-cooling issue without compressor in working condition? If you can prove that Over-cooling effect causes in a refrigerator even without compressor in working condition, then I'll accept that its not your engineers fault.

4. Your compressor might have been failed due to ageing or continuous running of compressor - Its just 7 year old refrigerator, you cannot say this as oldest one. Does it mean WHIRLPOOL CORPORATION itself reveals that your refrigerator life ends within 7 years?

5. As per our technical team the failure of compressor is not attributed to our initiation repair work - Here, your technical team is Dolphin refrigeration Vadodara right? I have raised a complaint against Dolphin refrigeration service and WHIRLPOOL CORPORATION is relying just on them to take the decision. WHIRLPOOL CORPORATION is in the place of JUDGE to provide JUSTICE to this poor customer, but instead of hearing from both the ends WHIRLPOOL CORPORATION is just sticking to the false end. Then, how come a customer gets justice.

6. Insisted to repair to compressor @ low price - Yes, I requested both WHIRLPOOL AUTHORIZED SERVICE CENTER and WHIRLPOOL CORPORATION for 50 % discount due to the false work done by your engineer. What's wrong in it? We allowed your engineer to repair our refrigerator, with the hope that WHIRLPOOL's AUTHORIZED SERVICE CENTER resolves our issue. Instead, your engineer worsens the issue and we had to go for a new one.

7. We are due to pay the visiting charges extra - Its not the first time we hear this. When I escalated this issue to WHIRLPOOL CUSTOMER SUPPORT for the first time, someone from your end blamed us for not paying the service charge. But the truth is, we never refused to pay the service charge. Dolphin Refrigeration Vadodara, WHIRLPOOL's Authorized Service Center refused to get the service charge as they didn't solve the issue and made a lose to us due to their bad service provided. When someone blamed us earlier, we informed this to the Area Service Manager Vadodara, and asked them to get the Service Charge. But even that time, they refused to get due to their work incompleteness. But now, we are blamed for this again which is highly unacceptable. This clearly reveals that Dolphin Refrigeration ( Whirlpool's Authorized Service Center Vadodara) never keeps their word and gives false statement against a customer. And WHIRLPOOL CUSTOMER SUPPORT always supporting the false Authorized Service Center.

My Suggestions/advice to WHIRLPOOL CORPORATION as a valuable customer,

1. WHIRLPOOL CORPORATION is not willing to pay the claimed amount of Rs.6500/-. But we were always willing to pay the service charge which was denied by your WHIRLPOOL AUTHORIZED SERVICE CENTER and AREA SERVICE MANAGER. You can send someone to collect it from us. If I hear this blame towards us again, then I have to go to the Consumer Court. Better, collect the service charge soon from us.

2. At the first diagnosis, your engineer says that temperature adjustment control switch is not working, which causes the over-cooling issue (but the compressor was running fine) and it will cost Rs.850/- + service charge. At the second visit, he said that compressor is not working and it will cost Rs. 6500/- +service charge. At the third visit, Dolphin refrigeration owner said that Overload protection switch is also failed. Does WHIRLPOOL AUTHORIZED CENTER says, "Everything was failed in our refrigerator earlier and it was creating over-cooling effect to us?". This clearly reveals that the service engineer's diagnosis is wrong at each visit. And WHIRLPOOL wants us to believe everything DOLPHIN REFRIGERATION says. Also, WHIRLPOOL blindly believes in them without any proper investigation.

3. DOLPHIN REFRIGERATION might have done good service to other customers. But, they provided bad service to us. WHIRLPOOL CORPORATION should not consider the other services provided by DOLPHIN REFRIGERATION in my case. WHIRLPOOL CORPORATION should consider what went wrong due to them in our case. I saw a word "VALUABLE CUSTOMER" in your letter. VALUABLE CUSTOMERS should be treated in a way that each customers issue should be handled separately and resolving issues with their full satisfaction. I have to highlight this here because one of the WHIRLPOOL CUSTOMER SUPPORT person told me, "DOLPHIN REFRIGERATION has serviced hundreds of customers in Vadodara". I'm asking you, "Will DOLPHIN REFRIGERATION never do wrong in their service?". Humans are prone to make errors and they should have a good habit of accepting it. Try to believe customers too and try to understand that customers too have technical knowledge.

4. In these 6 weeks, I've been contacted by different WHIRLPOOL CUSTOMER SUPPORT persons, no one called me the second time. Each time each person calls me, just to hear the story from my end and doing nothing. Its really disgusting. How come one can provide solution, if an issue is handled by different persons each time? Please make sure to assign an individual point of contact (WHIRLPOOL CUSTOMER SUPPORT) who knows the entire history of the case. And no proper communication was given by them, they just heard me and disconnected the call making sure that they will come back to us. But the same person never came back. They made fool of me.

5. After raising the issue in CONSUMER COMPLAINTS FORUM on Aug 13th 2018, a Whirlpool support person called me saying that Service Center engineer will come again for diagnosing the issue. But the service engineer came just to get my signature for the confirmation of the service they have provided (which contains the information that we got service from them and we are satisfied with that) and didn't come for any diagnose. This incident and the information they gave to you that we haven't paid the service charge, clearly reveals that they are lying for something, also tried to cheat me to get signature in satisfaction letter. Why not? - DOLPHIN REFRIGERATION has done some wrong during the service and tries to hide it? What hard is to believe this truth for the WHIRLPOOL CORPORATION?

6. None of my questions were addressed by WHIRLPOOL CUSTOMER SUPPORT, instead replied with standard two line replies. After 6 weeks, I got a reply from WHIRLPOOL CORPORATION through post.

7. I've highlighted few discrepancies in the letter sent from WHIRLPOOL CORPORATION, AHMEDABAD, especially the "Less/low Cooling" issue. This is the depth WHIRLPOOL has analysed our issue and no point here to believe in WHIRLPOOL now. Its merely waste of my time.

It's always required to write a lengthy mail to prove the Justice and to explain clearly each incidents/issues which helps one to understand and resolve the issue. I did that, but I didn't get any Justice to my issue. I don't want to knock the unopened door again and again. I lost all my hope over WHIRLPOOL CORPORATION. We had so much of stress handling this issue, speaking with different Customer Support persons, money loss and more waste of time writing such lengthy mails. Its not necessary for us to say a lie to get a refund from you. My last request is to get back your service charge and not to blame us in any way. Treating the customers in this way really impact your business and you will see the results soon.

Regards,
Ganeshwari
[protected]