Reg: Improper service of fridge –Model-FF 350L-Ice Magic-Applaince no:JD3033368
I had purchased the above refrigerator on 04/07/03 in Hubli, Karnataka and shifted to my present address in Tiruchengode, Namakkal district in Tamilnadu in may 2005. I had entered into AMC(Whirlpool home care Plan) 0n 04/07/04and this is valid for 72 months(1+6 year optional service contract).
On 4th Feb.2009.we had registered a complaint with the authorized service agent-M/S S.K. Engineers at Salem. The complaint was absence of cooling on keeping it in Min, Medium &Max mode. We meanwhile found that it could be run on quick ice mode only .The complaint was attended to Mr. Prabhu , only on 18th Feb. The Relay was supposedly changed on 18th Feb. after which the fridge did not function on any mode- even on quick ice mode-total shutdown. The replaced part had no company seal and the service agent are not in the habit of making out a job sheet and getting customers signature on it. Subsequently, another mechanic (Mr. Sreenivasan) came on 23rd feb. He knew nothing, did nothing, eventhough he spent 2 hrs.! He blamed the compressor and went away. Fed up with this experimentation, We spoke to Mr. Ramesh , service in charge of your company at Chennai. After a week, Mr. Viji,a person on call basis with the authorized agent for fridge repair came and straight a away replaced the original imported compressor(Brazilian make) with a compressor which had only a whirlpool sticker on it. I protested with him regarding genuineness of the compressor and spoke to Mr. Ramesh. He told me that it is the company’s policy to provide reprocessed compressor whenever a compressor is to be replaced under AMC. Again even with the fitting of the reprocessed compressor the fridge did not work in any mode. The power board was replaced in a subsequent visit – again the power board had no company seal. The fridge then started functioning in quick ice mode only- as before at the time of complaint. Till now no one has come to set the problem right- more than a month over.
We had a similar problem last year- we had to wait for a month for want of one component- relay. Such complaints are not isolated incidents in this region.
I have lost all faith in the quality of service and genuineness of the parts replaced by this service agent. I have also great doubts about the qualification, training and techinical capability of the service personnel.
We have purchased the fridge for its brand name and value. Such an international company like Whirlpool has its name tarnished by highly inefficient, improper and delayed service. We are very much distressed. If this company still values its customers, cares for its reputation and image, my complaint needs to be taken with utmost seriousness and remedial measures initiated and our fridge repaired by qualified and efficient personnel without any further delay. Please do not drive us to seek redressal for our grievances from the consumer forum.
KSR INSTITUTE OF DENTAL SCIENCE & RESEACH