- Poor refrigerator service from Whirlpool ^Open

Harsh Vardhan Singh filed this complaint against Whirlpool of India Ltd on Sep 14, 2022

Resolution Demanded:
Refund

My ordeal of dealing with Whirlpool service technicians started on * August ****. I own a * year old ***L Whirlpool Intellifresh refrigerator (worth **,***/-) which stopped working properly on * Aug **** - the freezer section worked well but there was no cooling in the lower compartment. I registered a complaint with Whirlpool customer service (**** *** ****) on the same day and was told that I would receive a call from a technician soon.

The technician assigned to my case (Lokesh Sagar) visited my house for repairs on ** Aug. After spending some time on it, he said that the refrigerator would have to be turned off for at least *-* hours for making the repairs. He said that he would return later that same day to complete the repairs. After calling him *-* times in the second half, he finally visited later that night. He said he had changed a fuse and claimed the refrigerator was fixed. He also sold me an AMC worth Rs. *,*** saying this would be helpful in the future in case of any other issues.

The refrigerator functioned for a few days but then stopped working again on ** Aug. I called Lokesh directly this time and he visited again on ** Aug. After spending some more time on the repairs, he again claimed it had been fixed. But the same issue returned after another * days. This time Lokesh was unavailable - he said he was on leave and so I would have to register a new complaint with customer service. Since ** Aug, we called Whirlpool customer service at least ** times registering multiple complaints but no one visited for another * days.

A new technician visited this time and claimed that the compressor would have to be replaced. He said that a different technician would visit with the new part to make the repairs. Another * days passed with no update from Whirlpool. After filing a complaint on https://consumerhelpline.gov.in/ a new technician (Aryan Dhama) visited us on ** Aug. He said the previous technician was wrong and there was no need to change the compressor. Just like the previous * times, he made some repairs and claimed to have fixed the refrigerator. But again the refrigerator stopped working.

Post that, I tried contacting the technicians and their service manager day after day, but no one returned my calls. Finally, on * Sep, Aryan returned my call and asked me to switch off the refrigerator for ** hours and said he would visit again to make repairs. On * Sep, I called Aryan and his supervisor multiple times but no technician visited. Exasperated, I wrote to Whirlpool India CEO and Service Head emails (writetoceo@whirlpool.com, servicehead_india@whirlpool.com) to highlight this episode in the hopes of getting a resolution. I received a call from Shivangi Rathour (Care Manager - Whirlpool Operations Support) on * Sep saying that they would ensure this issue was resolved quickly.

Since then Aryan Dhama has visited twice claiming to have replaced a part and on both occasions the refrigerator promptly stopped working after *-* hours. This time I had to pay a *rd party technician ***/- to repair it because turning on the refrigerator caused a short circuit and tripped the main house MCB.

During this entire * month, we have wasted food and supplies to the tune of *,***-*,***/- because every time the refrigerator has to be switched off or stops working, all the food goes bad. And every time the technicians claim to have fixed it, we buy fresh food and then again it stops working. On top of that we were duped into buying an additional *,***/- AMC just so these kind of problems would be quickly resolved.

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