Posting my entry in this section as there is only Whirlpool Air Conditioner 150 in the product list. This is about the new Whirlpool Chrome III 1.5 ton air conditioner. The review is actually about the buying process and the challenges faced to get this machine installed.
I bought this AC last Saturday from HUNS MG Road Pune. The dealer has a good stock on display and has various models. The sales guy was quite knowledgeable and wanted me to go for Korean brands like Samsung and LG. I had come looking for Voltas/Onida as I had spoken to my friends and relatives using Voltas and most of them had high regards for the product with a disclaimer about the service offered. Onida on the other hand had fresh models with a HITACHI outdoor unit sourced from it’s Chinese subsidiary HIGHLY. I did see reviews of almost all ACs on MS and came to know that on service front almost all brands lack customer focus. Was surprised to see most HITACHI consumers were a depressed lot due to the poor service offered by HITACHI. Anyway going back to HUNS the sales guy also introduced the new series of Whirlpool ACs to me and showed me two models.
I was very particular about my budget for a 1.5 ton split AC should be within 28000 with installations and all overheads. On mentioning this the sales guy showed me the Chrome series of Whirlpool and I thought let me check the brochure and technical specifications. Though I am not well versed with AC technical specifications I just browsed through voltas and whirlpool brochures and thought it may be ok to take chance with whirlpool. I zeroed down on the model and was informed that the model is in stock and can be delivered next day morning as it was already 9:30 pm. I paid a token amount and told the sales guy that the rest payment would be on delivery to which he agreed.
The next day afternoon the indoor and outdoor units were delivered at my place and I was impressed with the service from HUNS. I called up the sales guy and he informed me since it is Sunday the installation guy will come next day morning. The next day morning the installation guy promptly called me and came on time at my place. He started taking measurements and was about to hang the indoor unit when he realised that the indoor and outdoor unit doesn’t match. The issue was that the connecting valves were of different sizes in the indoor and outdoor unit. Now he mentioned that this has to be resolved with company as he is a service provider and doesn’t actually represent the company.
I immediately called HUNS and the sales guy promised me that he will look into it. I had to keep following up thorough out the day and nothing happened. In the meantime I got hold of the company’s authorised service center and spoke to the area in charge about my issue. He assured me that he would send an engineer. That day no one turned up and the guys phone was unavailable post evening. The next day I called the HUNS guy and he mentioned that company will replace the pipes as they thought that the issue is with the pipes and not the difference of indoor and outdoor units. I told them that I am suffering because of somebody’s mistake and he assured me that it would be taken care of today itself. By evening someone from the company visited my home and did a thorough check. The same evening I spoke to the area in-charge and he mentioned that the dealer (HUNS) will replace the indoor unit. I called up the HUNS sales guy and he mentioned that the same guy who came from company yesterday would pick it up from home and again deliver the correct unit. This was done and I was told that the installation would be done by evening. I called the area in-charge and he was affirmative that it would be done. To my surprise it was done and the AC was operational by Wednesday evening. Took me many calls to HUNS and Whirlpool but in the end they did it. I took all contact information and wrote it in the product booklet for future reference if need be.
Now coming to the AC it cools great, is very silent and am a little relieved that the short ordeal I had to face has in the end been fruitful. Though it is too early to comment how the product is as it has been only two days I have been using it.
Some learning I would like to share:
> Always pay amount only when the product is delivered. You can check the product on delivery and then pay if you are sure the product is in line with expectations (in case of AC we need to see many things as there are many assembly parts)
> Gather contacts of as many people you come in contact with their names. You may not know who can be useful in case there are issues.
> In case of issues try to extract a solution rather than engaging in fights on responsibility. It is better to get the work done rather than boast that "Customer is King". The consumer grievance redressal system in India is inefficient.
> The AC consumption in India is very high and there are very few resources for service. It is always better to get in touch with a local technician as he may be contracted by the same company.
> Try to purchase the AC from a direct dealer as he will be able to provide good discount. My total purchase price is 25000 includes installation charges and brackets for the outdoor unit.
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Update 12 Oct 2010.
People just wanted to let you all know that Whirlpool has put in place a good service model at least when it comes to AC servicing. It has been a long time that I had used my AC (thanks to the good rains this year) however I keep cleaning the filters for dust and keep running it often in dry mode. Sometime last week a guy from WP called me and informed me that the free service for my AC was due and they would want to take an appointment. I confirmed my availability and the guy took the appointment. Now he mentioned that the process is a little different. These guys are going to send a random 3 digit code to my registered mobile number which I have to mention in the service form if I am satisfied with the service. I said ok. I promptly received a message from WP and the guidelines as mentioned by the guy "If satisfied, please write in your code as XxX". Wow am impressed, now a service guy can’t fool me and close this service request without me actually giving him this code.
I was apprehensive if this model would work because here in India manipulation seems to work everywhere, from government offices to auto rickshaw meters. As expected the service guy did not turn up, good thing was I had his name and number messaged to me the same day morning so I called and checked with him in the evening. He was like "Sir I have to travel from one corner to another corner in the city today, so I couldn’t make it". He promised to come the next day and he did at the mentioned time. He cleaned the filters, checked the noise levels, checked the outside unit and then came the service feedback form where I have to mention the satisfaction code. So there I am happy with the process in place.
At least the company is trying to get a good process in place so that service personnel can’t fool customers by filing up feedback forms as satisfactory or closing requests without even looking at them.