Publicizing of Complaint: Reg. Whirlpool Washing Machine Unsatisfactory Performance by Distributor, Service Agent

Sir,

As i have seen your site & i also want to publicize my complaint. The complaint is given below. An early action in this regard will be highly appreciated.

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To

1. The Managing Director

Whirlpool of India Ltd.

P. O. No. 17, Money Majra

Chandigarh

2. Manager

Customer Support

Whirlpool India Limited

A-8, Quatab Institutional Area

Viatalik, New Delhi

Sub: Unsatisfactory Performance by your Dealers & Service Agents of your Company.

Machine Model No. – S – 70

S. No. 7100 1NB062907482

Complaint No.: CH0707010636

Respected Sir,

It is very sorry to say that the services provided by your company is unsatisfactory. The distributors you have authorized do not know about the machines & how to deal with the customers & your servicing of service agents is unsatisfactory.

2. I have bought a whirlpool washing machine from your distributor at Amritsar in the month of Oct. 2006. After few months we thought to make a service of our machine. So we call at the phone nos. written on the original bill of the distributor given to us. The phone nos. are 2546976, 3091314, 2530111, 2591494, 2543959, 2546976, 2530111. On dialing these no. not even a single phone no. gives response also one or two nos. in these phone nos. does not exist. We tried all these phone nos. after gap of 25-30 minutes but no response. After this we personally go to the distributor and there was a single person who is sitting in the showroom/godown. When we told him that we are here to write for a service of our machine. Then he has given us 4-5 phone nos. (5006144, 5540139, 5540002 (Asr), 60608558, 60008558 (Delhi)) in which three are of Amritsar & two are of Delhi. He also told me that after your complaint will register the service agent will come from Chandigarh or

Delhi to service the machine. I was surprised & shocked to know that there is not even a single service agent in Amritsar which a person can directly contact for serving his machine. Even the person who has given that nos. has not a single phone no. of the service agent which he can give or he can contact.

3. After taking those nos. we come home & dial those nos. but we found that the nos. of Amritsar does not exist and even one exist but it was going busy for more than hour. After that we have tried the Delhi phone nos. out of which one was not exist & the other was going busy. This sequence was continuing for two to three days. After some days the problem in the machine arises that the water drain it self from the outlet & it does not stop in the tub. I tried again on all the phone nos. of distributor mentioned above that if there is any other phone nos. which he has given of Amritsar & Delhi. But his all the phone gave the same response as I have mentioned earlier. I again tried all those nos. and from those by luck one phone no. gives response when I told the person about the machine he again give me two nos (Nos are 2507544, 2505162) and told that I contact to them & register my complaint. I then tried those nos. for more than half an hour when I got it and

told him about the machine problem he said that he noting the complaint & when he asked the question what is my residential address I told him I live at Rajasansi. He told me that he cannot register my complaint as this area does not belongs to him. When I asked where I should give complaint he give me the phone nos. 60608558, 60008558. After seeing that phone nos. I was surprised & shocked to see that these are the same phone nos. of Delhi which the distributor has given me.

4. I was thinking that a customer who is buying machine in Amritsar if any problem exists & the machine stops working have to wait for more than a week that a service agent will come from Delhi & services his machine so that he could wash his dirty clothes after a week. & in case if the machine part was damage & the service agent says that this part does not have with the company & also not with him and it will take two to three weeks to brought it from other place then a customer will wash his dirty clothes after one months.

5. I again tried the nos. of Delhi & by chance the one nos. gives response. I register my complaint to him vide No. CH0707010636 and the person told me that the service agent will come next day upto the evening. But all in vain the service agent did not came. I thought if he is coming from Delhi may be he will come in next day morning but he didn’t came. I again waited from two days but no one came. After that I again dialed to the same no. & after one hour of hard try the no gives response & when I told him that service the service agent has not come he again give me the same answer that he will reach next day. By thank of God the service agent came next day.

6. When we told about the problem of the machine the service agent checked the machine after opening the agitator part, water level part & the back part of the machine. After seeing these parts he told that the service of the machine does not required & he fix all the parts and told us to put the water in the tub after pouring the water we found that the water is not draining itself & now it is ok. Next day when we put clothes in tub & start washing the water level part of the machine comes out from its place. & the water start draining from the pipe fixed behind the water level part.

7. This shows that the service agent has not does his job properly. He has not fixed the parts well, resulting damage of the part.

8. We again complaint to the same no. & he told us that service agent will come. But the same story of coming repeat again after two days the service agent came & see that part, he said that the part is damaged & the company gives no warranty of that plastic part. He also told that the part is not available with the company & it will take two to three weeks to bring that part.

9. And the same story become which I have mentioned earlier that in para 4

10. We said that we have not broken the part & a company should provide free service & this is our first service. We told him that we will ask the distributor of your company & he said ok and told that if the distributor agrees to replace the part free of cost they will replace. We gone to the distributor he enquired about the complaint and said that we will not charged and the part will be replaced.

11. After some days another service agent came and told that we have to pay the amount if we want to replace the damage part. We said that we have not broken the part & it the fault of your service agent which have came to see the machine earlier and we also told that the distributor has told we have not to pay any charges. He enquired from the service agent and he start refusing that he has not open the water level part of the machine when he came for first service. & the distributor also refused from his statement that he said that no amount will be charged.

12. Also the agent which has come to replace the part which he is holding is looking very old and it may be taken out from other machine & it also not contain the full part as it water leveler was not with it.

13. Now this shows the poor & unsatisfactory performance of your company’s distributor & service agents & the parts which a company send for replacement.

&#216 The distributor of your company does have proper phone nos. printed on the bills & if the phone nos. are proper they does not give response.

&#216 The distributor of your company does not have nos. of the service agents which they can contact directly or if the nos. with them they did not give to the customer so that a customer would come to them again and again for enquiring.

&#216 They telling a lie to the customer & does not give full & proper information to them.

&#216 The service agents do not check properly the machine if any thing should be taken care while washing and merely fulfilling their complaint parts only.

&#216 The parts of the machine which your company send for replacement is not packed & it looks that they are taken out from other machines.

&#216 The phone nos. is not properly given at the time of purchasing of the machine. There is no service agent in local stations & a person has to register there complaints in Delhi and wait for one month for a service agent.

&#216 The parts are too costly for a person who has bought a new machine from your distributor if even the machine is under guarantee/warranty.

If a person is wasting time & money on the phones for just registering a complaint I will suggest him he should not waste money to buy the whirlpool machine and just wash his clothes from his own hand.

After reading this you come to know that we are too much problems after buying machine.

I request you to kindly look into this matter personally & urgently. I will be highly grateful if necessary action should be taken to overcome these problems which I am facing.

Thanking you,

Yours faithfully

Kaushlya Nagpal

Rajasansi Amritsar

With Best Regards

Ravi

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Comment On This

Dear Sir,

Washing machine had a problem on July 2008 and complaint over phone number +914226000855 on 24th july 2008 onwards. After persistent telephonic calls they had sent a service man belongs to M/S Pinnacle service center,Coimbatore,Tamilnadu to attend the repair. After examining the washing machine the service man had stated that there is a problem with the timer and he had removed the timer to replace with new timer. After so many phone calls and attempts i could get response on 22nd august 2008 stating that the new timer is ready. Service man visited the house and couldnot install the new timer and both the old and new timer was stated to be installed by the incompetent serviceman. He couldnot even fit the timer properly and ratchet shaped washer couldnot be fit into the proper place which is given to us stating that he couldnot fit it. Further after doing the above work he left the spot stating that he would come back in the afternoon which he never turned up.

In view of the above it is requested that competent service engineer may be sent to rectify the problem which is prolonging and unsolved for more than a month.As we are facing severe hardship, please look into the matter and help me out.

Regards,

Sivagnam