I purchased Whirlpool Europa AWM 312 model (Front Load, Fully Automatic) in 1999 after comparing the same with other front load machines- various models of IFB and Electrolux. From the features, the machine appeared superior to comparable other brands - bigger, wider opening door, more perforations in the drum for faster rinsing and drying, good looks, etc. The fact that the machine was manufactured in Italy also influenced the buying decision, as also the desire to impress my wife - the reason I chose front loading in the first place! The machine cost Rs. 25, 400/- then. The model still sells but is alternatively designated as T62. The current price is around Rs 24500/-.
After only six months of use, the machine started to develop rust in the body. When we (my wife and I) pointed this out to the service personnel, we were told that the body is not covered by the warranty policy. The rust continued to increase and the service guy advised us to get the machine repainted - at our cost of course! We sent the machine to Whirlpool’s workshop but were shocked by the paint quality which was worse than what a roadside paint shop would do. It was a flimsy cover up job just to conceal the rusting. Needless to say, the rusting started again after a few months.
More unfortunately, the machine started to produce funny screeching sounds after the return from workshop. (It had been dismantled and then reassembled for painting). So, it had to sent to the workshop again for resetting. Upon return, though the sound was reduced, it did not go away completely.
Meanwhile, we took an annual AMC from Whirlpool upon expiry of our warranty. Just a few days after expiry of AMC, the timer of the machine broke down. Since the AMC had expired (we had forgotten to renew in time), we had to pay about Rs. 5500/- for the new timer. Simultaneously, we took a new AMC from Whirlpool. After about six months, the replaced timer also broke down. (And now the interesting bit starts!).
The machine was taken away to the workshop by Whirlpool service personnel for replacement of timer. We were told that the replacement will take a few days. We called them after a week but were told that it will take a ’’few more days’’. We called them again next week and again got the same reply. This continued for, believe me or not, two months! Here we were, washing all our clothes with hands while the Whirlpool guys just sat doing nothing.
Disgusted, I sent a legal notice to the Whirlpool MD and Customer Services Manager (I’m a lawyer by profession). Nothing happended for about a week but then suddenly we received a call from Whirlpool saying that a substitute machine was being arranged for, to care care of our washing needs till our machine was repaired. The same day, a machine was just dumped at our house. When we asked the delivery guy to instal the machine, we were told that an engineer will come from the company for that.
The ’’engineer’’ came and installed the machine. However, after he left and we actually used the machine, we discovered that the substitute machine itself was defective! It shook violently during the rinse cycle and on its own travelled some ten feet on the floor, damaging the floor in the process. We lodged a complaint and it was discovered that a foot-long steel road, which is installed inside the machine while transporting to prevent shaking, etc., had negligently not been removed before installation and this was causing the violent shaking.
Meanwhile, our own machine came back from the workshop (while the substitute machine was taken away simultaneously). Our machine worked OK for two days but after that, believe it or not, the timer broke down again! Meanwhile, I received a phone call from their Customer Service Manager enquiring whether my machine was working all right now! Furious, I blasted him on the phone. The next day, another substitute machine was sent to our house. Mercifully, it worked.
Meanwhile, the timer of our machine was replaced again, this time at our house, without taking the machine to workshop. (Why couldn’t they do it that way the first time?). This time we insisted on keeping the substitute machine also till we were satisfied with our machine. Our machine worked for two three days and the timer broke down once again! Thereafter, it was replaced yet again and then it broke down yet again. I sent another mail to the Customer Service Manager and told him that I’ll be approaching court.
A little later I received a call from some other manager who said that I could buy a new machine at a discount of about Rs. 10, 000/-. I refused the offer and insisted on free replacement of the defective machine by a new one.
Finally, they replaced the machine with a brand new one (same model), free of cost. So far (i.e. 3 months), the new machine has performed satisfactorily but then who knows how it will perform later on?
Overall, it’s been a sad experience especially considering that the product was made by Whirlpool’s Italian plant.