I had bought a Whirlpool Washing Machine (Sensation Neo) in December’07. Last week I had some strange sounds coming out of the machine while it was running. After that following is the sequence of events that happened.
24/11/2008: I logged a complain (Ref No.: bg1108007752). The call centre executive promised me to get a call from the engineer within 2 hours. After not getting any call even after 5 hours, I again called up the customer care and they again promised me a call from executive within 2 hrs. Finally I got a call at 7:30 pm from the Whirlpool Executive. He gave me an appointment of 5:30 pm for 25/11/2008.
25/11/2008: No one visited me at 5:30 pm. I called up the executive’s number, who was supposed to visit me, but it came as switched off. I called up the call centre again they assured that the executive will visit my place by 8:30pm, but no one turned up.
26/11/2008: Finally I get a call from this executive at 12 pm, telling me that he would like to visit my place immediately. As my office is around 15 km from my home, I asked him to come after 5 pm. But he said that since he’s in the same area he would like to visit me now! Finally he agreed to come next day before 9:30 am
27/11/2008: The Whirlpool executive finally lands up at my home at 9:15 am. He checked the washing machine and finally told us that there was some problem with the suction motor and thats why the washing machine was creating such a lot of noise. He said that the part will have to be replaced. After he left our house, we tried to use this machine and to our horror, it had STOPPED WORKING! Till now it was only a sound problem, and after the executive’s visit, the machine had simply stopped working!! And when I called up the executive who had visited us, he very coolly informed me that the part is not in stock and hence please contact the Service Centre for any issues. I couldn’t believe myself that I had wasted so much of time and money (in phone calls) to call an executive who would simply destroy my machine and vanish!! I called up the Call Centre at 5:30 pm and they assured me that I’ll have a status by 7:30 pm. And when I called up at 7:30 pm then as very usual, there was no update and I was finally told that I can only get an update by 11 am next day.
28/11/2008: I called up the call centre at 11:30 am and again as very, very usual there was no update. The person asked me to call after 1hour. I again called up at 12:30 and AGAIN there was no update. This time they promised me for a call back within 1 hour. And somehow this time, I got a call from Whirlpool Head Office in Delhi. The person’s name was Vikram and he promised me that since Saturday & Sunday are holidays, my machine will be repaired by 1/12/2008. After some discussion, I accepted this new deadline. But suddenly, after 2 hours of this discussion, I received a call from Bangalore Service Centre and that lady very coolly told me that they will change the part on Wednesday (3/11/2008) !!
I am fed up the Whirlpool Service. Firstly the executive instead of repairing my machine makes it completely unusable and then Whirlpool doesn’t even have the part to replace it ! After experiencing such a service, I would never think of buying a Whirlpool product in future. And finally can anyone help me to have my washing machine back into working condition!!