Pathetic Customer Service
The whirlpool washing machine has been under the AMC 9-9-06 to 9-9-07
17 June-07: The first call was made to the call centre registering a complaint about the defects noted in the washing machine.
Frequent calls were made to the service centre but the first time the engineer came to inspect the machine was on 23rd July 2007 (the turnaround time was 1 month just to attend to the complaint). Raj Kumar, the service engineer diagnosed that the on/off switch and the suspension had to be changed and that he would be there the next day
After that, there have been frequent calls made almost every day and sometimes 2-3 times a day and the call centre guys (amit, karan, priya etc…etc) kept on giving false commitments that it would be done the next day or next 2 hours- but without any time commitment.
The call centre guys have stated that they would coordinate with the service centre and get the same rectified; they denied that that they have any details of seniors in the service centre; no details of contact engineer were given – thus no follow up with the engineer was possible on our own. It is indeed has been a pathetic service from the service centre, call centre without any sensitivity to the harassment and mental agony I have gone through.
When the AMC contract/ cheque had to be executed one year ago, the service engineers were closely following up, in fact they kept on chasing us until the AMC was done by us.
However, there has been a total reverse attitude exhibited by the service centre and call centre- I am sure that had the machine not been under the AMC, the parts would have got changed the very next day- just because the machine is under AMC, and it is a cost to the service centre, there has been harassment and undue delays and false commitments being made, false excuses that the parts were not available were provided. If the parts are not available, it is quite shocking why the AMC was done- It is not the customer’s problem if the parts are not available- why should the customer be harassed and inconvenienced despite the fact that the AMC was done– the idea of AMC was to eliminate the inconvenience- but out here I have been harassed- I have been making so many calls without any sure commitment that the machine would be rectified at all or not.
It is hard for me to believe that parts are not available- if there are 2 parts i.e. on/ off switch and suspension have to be changed- it is hard for me to believe that both the parts are not available- it clearly shows the lack of willingness to rectify the machine.
Either the machine should be rectified or the machine should be replaced- if the same cannot be repaired. All costs of following up, including the time cost, phone cost, etc should be reimbursed to me.