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Complaint by: Trilok Prabhune on May 17, 2009, 1:26 pm in Consumer Electronics

I had purchased a fully automatic washing machine in 2005 from Whirlpool considering it to be a leading brand.Upon termination of my warranty period I had entered into an AMC for 2 years ending on Nov 2009.

There have been instances when my machine malfunctioned whereupon i had to call up the Customer Care Centre & had to wait for 2 days for the engineer to turn up & identify the issue only to know that there was some part that was required to be replaced. Anticipating that the part would be promptly replaced/ repaired, i had to wait for a week only to know that the part is not available in the Service Centre & had to be imported from Ghaziabad which took another 3 days to reach the Service centre.

A similar issue happened on 04-May-09. My machine stopped functioning for which I called up the customer care to lodge a complaint on 05-May-09. The engineer turned up on 06-May-09 & checked the machine & told us that he would come back. I waited till 08-May-09 & re-lodged the complaint with the customer care who in turn assured me that the engineer would come on 09-May-09. Since morning on 09-May-09 i had been calling up the customer care to ask the status of the complaint but they kept assuring me that the engineer would visit my place by 7 pm on 09-May-09. At 7:15 pm i called up the engineer on his mobile only to know that the part is not available in the service centre & asked us to speak to the customer care. I thereafter called up the customer care & spoke to Sunita (Team leader) who assured us that she would investigate on the availability of the part & revert within few minutes. She also assured us that the machine would be repaired by 13-May-09. However, till 11:30 am on 10-May-09 we have not received a call from the customer care. I then called up the customer care back & spoke to Fiama (Team leader) who again assured that the request would be met urgently since the part is not available in service centre.

On 09-May-09 since morning i was given fraudulent assurances that some one would visit my place. Whirpool being such an established company, it is stupid to believe that the parts are not available in the service centre & takes 2 weeks for the part to be made available.

We being full time employed & having a 1.5 year old child, it becomes very difficult to manage washing clothes. We had bought the washing machine for our convenience but it has become a nuisance. Whats the use of promising us best/ prompt after sales service if they need 2 weeks to be resolved every time? This is a fraud that the company is engaging itself into by luring their customers to buy their products & landing up only assuring us of quick service.

Why can\'t the company atleast provide a spare machine till the time our machine is repaired? If they can\'t repair the same urgently i would like to be compensated with Rs.20, 000/- for the trauma & the inconvenience caused to myself.

I hope the consumer forum would attend our complaint & penalise Whirlpool for not delivering quality standards.

Further, on 16-May-09, an engineer called Manish visited my place only to tell me that the connector for the Heater is missing when i realised that the previous engineer Mr. Rana had stolen it from my machine.

This is disgusting to know that such a company engages in fraud by stealing the original spare parts & selling it outside at a huge price.

I request you to take a serious action against the company & fine then with either replacing my machine or reparing it completely or paying my claimed amount.

Complainant's Goal: Either repairing the machine or paying my claimed amount
Complainant's Target: Whirpool India Ltd
Complaint Location: IndiaMaharashtraMumbai

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Mon, 18 May 2009  Message from iComplaints.in Helpdesk

An email communication has been sent to Whirpool India Ltd on May 18, 2009, 10:20 am