unsatisfied with whirlpool

unsatisfied with whirlpool

November 20, 2005

Dear Sir, I am Dr Sudhir Khunteta from Jaipur (India), I UNFORTUNATELY purchased a whirlpool washing machine 5 years before and later one fridge from whirlpool about 1 year before.

It was well till 2 years before then some trouble occurred in washing machine, that was repaired after a long exhaustive follow up at your service station, then a representative came from Whirlpool who advised for the scheme of Extended Warranty for the machine.I agreed and accepted the extended warranty scheme. After 1 year machine again had some problem and we complained for the same. From here the trouble started in. we complaint to the Service center and to your service station simultaneously on 04.07.2005. Customer care center quoted me the “COMPLAINT NUMBER- 1373968”, and promised to rectify the problem in next 2 or 3 days.

After 5 days I called again, but no relief and again they replied in same manner that we will rectify your problem in next 3-4 days. after next 6 days, I contacted to MASTER CARE: your service center as nobody came from service center, they said we will send tomorrow. Next day Mr. SANTOSH, the man from master care came and told that he will come tomorrow with the parts required, but the part was not available in your AUTHORISED (??) Service Center for next 5-7 days, then one day suddenly, Mr. Santosh appeared with the required part but machine did not worked well, now he said we have to change the PC of the machine but for this you have to send the machine to our AUTHORISED SERVICE CENTER at my expenses which I did. They promised to send me the machine back in 2 – 3 days, but for next 6 days machine did not repaired despite daily reminders to Master care and later on 7th day, machine was backed on my expenses. Next day when we started using the machine, we were shocked that even after 7 days stay at MASTER CARE (totally MASTERly inactive customer CARE center), machine was not repaired and was rather causing more trouble. Again we complaint to mastercare and informed about the problem. They replied in set manner answer that “we will send engineer tomorrow”, but as usual nobody came next day till we called many times there. Then one person came who said that there is problem in “balancing system” of machine and this has to repair, but you keep using the machine it will not harm to machine. Next day we came to know that machine is not working at SUPER WHITE mode and the heater is not working, then we again complaint for the same, we got the set reply, “we will come tomorrow” but nobody came till we phoned 3 times.

At last, on 13.09.2005 we complaint at Mastercare in detail and explained everything once again. till 27.09.2005, we contacted at service center many times but no response, hence once again called to your customer care center, who promised that the problem will be sorted out soon. We tried many times in between to mastercare but nobody is responsible there and every time we got UNSATISFACTORY answer. On 22.10.05 again we contacted service center and call center but each time promises made and nothing happened. In between my unfortunate fridge developed a problem that, its door lock which prevents the door to go back and hit the body braked, I complained to call center and they said that this will also be done and we will inform to fridge repair center. After 2 days Mr Santosh (this is different Santosh from mastercare, both are Santosh but both are BIG ASANTOSH- dissatisfaction) came and told that he will bring the part required, and that day I knew that this will take at least 4 months to repair hence at present I am not complaining for the fridge as about 3 months is left so far. We complained on 27.10.2005, 29.10.2005, 06.11.2005, 07.11.2005, to master care and Mr. Santosh refused to come and said that this is not his duty to inform or arrange parts for your machine. On 08.11.2005, we called to call center and detailed to Miss RATNA, who promised to look into matter and will reply in