Recently my Whirlpool washing machine was down with "Beep-all-day-long".When I contacted the Whirlpool Washing machine Service Centre call center in Delhi, they seemed very helpful and professional, assuring me that a Service Engineer would visit my house within 24 hrs. One Ms. Deepa even informed me that the service engineer would call me to confirm my availability and free time before making the visit the next day.
But, nobody appeared on the scene. For a WEEK !I was thinking it was just a busy time, and they would come. But to my surprise, repeated calls to the call center revealed the same professional smooth-talkers who tried to assure me with just their words that everything would be all right.
Finally, one service engineer made an appearance.Mr. Guru came, changed some components, and left. (We have an Annual Maintenance Contract for Rs. 2000/- , so the replacement was done free.)But the problem was STILL not sorted out.
He came another time, but I guess he could not figure out the issue. So he skirted the issue by saying that he needed to get some Tools and escaped saying he’d be back the same day. He never even Called back for three days !
Finally, when we managed to reach him, (after repeated calling which he disconnected!) he told me he was in his native due to his mom’s illness and he would send his friend Rajesh to our house.
This Mr. Rajesh was a Very interested and earnest man, but that was All !He also could make neither head nor tail of the issue and after changing part after part, there were still outstanding issues with the washing machine. He tried to give us some hyperbole saying that the reason for the breakdown was that one of the Base Wheels was stuck !
But he was at least committed to his work enough to visit our place even before/after office hours. He kept telling us that the pressure on these service engineers was immense, and that they were sent to so many places in a single day that they were not able to complete even a few of the jobs satisfactorily ! I had to agree with him as I observed his superiors calling him when he was at my place and sending him to the extreme ends of the City. (urgently!)
Anyway, after a week of dilly-dallying, we realised it was getting nowhere and we started to fight amongst the family as to who would do the manual washing of the Mt. Everest of clothes piled up from two weeks of washing machine disrepair.
We located the number of the local service centre and fired them. Spoke to the manager who promised to send over an experienced technician right away. Three days, nothing...
In the End, Rajesh himself must have felt sorry for our plight and requested one of his senior colleagues to come along with him as a favour to him. He came and sorted out the issue within two days.
Hurrah ! Washing Machine reborn after almost a month of coma ! :-P