Location/place: Faridabad,Haryana,India

Name of company/service: Whirpool

This is to bring to the kind notice of the concerned authorities that I am a loyal customer of Whirpool products. But the experience I had in the last 1 month makes me re-think about continuing my bond with the company. In the first week of May, my washing machine stopped working. I filed a complaint with the service centre dated 04.05.13(COMPLAINT NUMBER: HR0513006599).An engineer came to examine the machine and suggested that it should be taken to the service centre for repair work. For this he demanded 550/- rupees. I fail to understand the basis of these charges as the machine in under AMC and logically it should be the company’s responsibility to take care of the entire repair work. But as getting the machine was our urgent requirement I personally took the machine to the service centre. I was told that a small part is missing and the machine will be repaired within a week’s time. Trusting the company’s commitment towards quality services I gave the machine as instructed. But what the company claims to call “quality services” happens to be “fooling customers”.Till today i.e 04/06/13 (almost a month),we obviously do not have the machine. But what makes me take the effort to write this mail has to do with the very indecent treatment from the officials of the company. A particular Mr Vipin- company’s official (cellular no – 8826828083), with whom we have been in constant touch happens to have a very peculiar opinion about things that is worth mentioning. He very roughly said over phone that constant follow ups will not help in any way and if we liked,we could speak to higher authorities but nothing will be done. He happens be of the opinion that if the machine has to get repaired ,it will get repaired on its own without any human/electronic intervention. It is really interesting to know that the officials of an electronic consumer durables giant like Whirpool leaves the fate of minor damages in its products to destiny. I am an M.B.A(Marketing) student , and I would surely want to do a research study on(1)the innovative , instead magical ways Whirpool is experimenting for repair and consumer service,(2) the procedures adopted by the company to train its employees.The other players in the industry could rather learn some of these highly creative techniques to help the customers!!!Another executive Mr Divendar, also keeps on forwarding the date giving nonsensical reasons .For your information,taking time out from my hectic schedule, I myself have taken my personal car to the service centre for collecting the machine ,but had to return empty handed. It need not be mentioned that the temperature in Delhi is sky high and doing without the washing machine for a month when the sweat-drenched clothes need to be washed every day is left for you to imagine. I suggest that as the summer is nearing the end and the company does not seem to be particularly interested in repairing the machine ,I would rather volunteer to give it as a present to either of these officials mentioned. Else the company should re-think of changing its tag line from “The power of getting more done” to the “Power of frustrating customers more”.