Location/place: East Delhi – 110092
Name of company/service: Whirlpool India Ltd.
Sir/ Madam,
I have sent my Complaint/ Grievance through Emails,Hard Copy through Speed Post with supportings and Final reminder thereof after 15 days but no solution till date. Copy is being placed below for your kind perusal and remedial support/ action in the matter please:
Whirlpool India Ltd. Date : 03-07-2012
Plot No. 40, Sector-44.
GURGAON, Haryana.
Subject :- CP04-106591 Whirlpool’s 3 YEARS ADDITIONAL PEACE OF MIND PLAN (valid upto 18-02-2014 in r/o Refrigerator No. 15550189 Sl.No. INA034008570 Model No. WRJA 252526 purchased on 18-02-2004) : A RELATIONSHIP BEYOND SERVICE as promised is becoming Headache – Representation to redress my grievance- regarding.
Respected Sir/ Madam,
The Refrigerator quoted above was purchased by me from M/s Smart Mart Store Pvt. Ltd., out of various options of free service upto 8 years of the other competitive makes offered to me by the shop, just because of the additional Peace of Mind Plan for after sale service of 03 years as a guarantee of product quality by the producer i.e. Whirlpool India Ltd. No doubt in return we experienced hustle free satisfaction for the Refrigerator till now for above decision except one incident in the Year 2007, which was promptly attended by your able Team of Shakarpur (East Delhi) Service Centre.
But now, I am sorry to bring my tale of bitter experiences of past few days to your kind notice, being the next higher redresser of grievance for safeguarding my interest as a consumer of your valued product services please:
1) The Refrigerator was cooling very slowly and with low temperature for last 2-3 Months. With the onset of extreme summer need of Whirlpool Support was felt but due to closure of Shakarpur (East Delhi) Service Centre and closure/ change of Whirlpool Home Care Centre Phone Numbers 51630371-72 & 73 and Call Centre No. 51666333 (Ref.: as Printed on Plan Leaflet given to us) difficulty was faced in finding shelter of your moto : Esteemed Relationship Beyond Service.
2) So the help of JUST DIAL was sought for lodging complaint in Whirlpool Service Centre on 16, June, 2012. On very next day one Whirlpool Franchisee Engineer Mr. Nadeem (Ph.No.9213902266) from Star Air Condition approached and detached Compressor Unit from inlet/ outlet pipes for finding fault and diagnosed Problem of Low Pressure in Compressor Unit with the remedy of replacement of whole unit. He charged Rs.300/- for the visit and expressed the receipt of the amount will be reflected in the final bill. The Refrigerator being under 7+3 Years Spl. Peace of Mind Plan, he left with the assurance of consultation with /approval of Whirlpool Authorities for replacement of Compressor Unit etc. Later in the evening he informed telephonically about disapproval of Whirlpool Authorities to him and suggested re-lodging of complaint so that another whirlpool team may be deputed for change of whole Compressor Unit and repair of the refrigerator.
3) Again help of JUST DIAL was taken for Re-Lodging the complaint in Whirlpool Customer Care & obtaining relevant contact Phone numbers and the process was repeated. This time Mr. Sameer Alam (Ph.No. 9540941602) appeared and started fault find work in the diagnosis process of his predecessor Mr. Nadeem and telephonically alleged theft of some important parts named “RELAY COIL” of Rs.800/- etc. during inspection on his visit dated 17-06-2012. Mr. Alam has also recorded that conversation of allegation/ refusal held on 17-06-2012 with Mr. Nadeem in this regard. On demand Self Attested XEROX copies of the Whirlpool’s 3 Years Additional Peace of Mind were provided to Mr. Sameer Alam by me in support of authentication and for his satisfaction. I also requested him to bring whole the matter on the papers from his/ Whirlpool’s side so that matter can be dealt in befitting manner. However no such paper work has been provided to me by Mr. Sameer Alam/ Whirl Pool till date and it appears intentionally the matter is being lingered on by your side only to shatter our peace of mind and to test capacity of bearing hardships of this extreme summer that too without a glass of cold water.
4) Next day Mr. Sameer Alam demanded an amount of Rs.2,067/- to make up the matter and for repair of the refrigerator. After 3 days another person was sent by Mr. Sameer Alam who made his own diagnosis and was about to pick the Refrigerator for taking it to the Whirlpool Workshop with the demand of an advance of Rs. 4,500/-. But on my denial to pay any Amount and shifting of the refrigerator to the workshop left our house with full of anger by threatening to close Whirlpool complaint. The reason of my denial was based on the very good condition of the machine. Secondly the terms of the Whirlpool’s 3 Years Additional Peace of Mind Plan provides upkeep of the equipment in Operating condition free of any charge (except non operating parts like Handle, Lock, Racks, Knobs etc. are to be replaced/ repaired on payment of charges) and due to aforesaid incidents of breach of trust it was not safe to hand over the refrigerator to a stranger again in the wake of tempering with it or to avoid further complications in the matter.
5) To my utter surprise after the demand of Rs. 4,500/- and my denial to pay the amount, the telephonic bargaining process of discounting the above charges of Rs. 4,500/- was started by the Whirlpool Service Centre people under the leadership of Mr. Sameer Alam & Company to woo me to get the work done on their terms . The charges were reduced upto Rs.3,000/- by the service centre team. But these methodologies went beyond of my all mental logics based on terms & condition mentioned in the Peace of Mind Plan and forced me to smell rat in the whole deal. Hence, we not only refused but gave a good rebuff for such bargainings and even threatened to bring the matter under judicial review of Consumer Court etc.
6) Thereafter, one Gentleman Mr. Rajender, Supervisor from Whirl Pool India contacted us telephonically and took note of all the matter. He even promised to pay his personal visit to inquire the matter but nothing is done so far. Some days later Mr. Rajender refused to pay any heed on the complaint telephonically and signaled us to move to any higher level to redress my grievance. These approach prima facie establish that the dilatory tactics are being used by all the above, not only to harass us but also expose us to the extreme hardships of this record breaking summer without the support of this refrigerator.
Therefore, with lots of hopes, I am bringing the whole matter to your kind notice for immediate favorable action to save us from any further harassment by contemplating following points :
(A) The above referred 3 Years Peace of Mind Plan provides all of the Repair & Maintenance of Operational Parts and fixtures free of cost and other non-functional parts like Handle, Nobs, Trays, Racks etc are to be repaired or replaced on the payment basis;
(B) Though Mr. Nadeem (even if he is not from a franchisee of Whirl Pool I. Ltd.) was allowed to check the refrigerator on confusion of I.D. identification as a Whirl Pool representative, however it is clearly mentioned in Terms & Condition that any expenditure met on repair etc. carried out by the Customer through any 3rd Party is not to be reimbursed by the Whirpool India Ltd. Which is also having implied meaning that 3rd party’s involvement is not forbidden completely, on which your service personnel have taken such detrimental stand.
(C) On the very first visit Mr. Sameer Alam, Whirl Pool Engineer narrated Rs.800/- towards the cost of RELAY COIL etc. which is also a part of the Compressor Unit. If the Compressor Unit is defective and needs replacement with new one then exaggeration for the loss of defective RELAY COIL is entirely irrelevant and insignificant for the welfare of or in the interest of the consumer.
(D) If the cost of NEW RELAY COIL is Rs.800/- and every operational part is covered under the Peace of Mind Plan then it is sufficient reason for my discomfort that how the Whirl Pool Service Center’s estimates touched the limit of Rs.4,500/-. It is also requested that for the sake of transparency the prevailing actual cost of the spare parts etc. must be made available on the Official Website of the Company to prevent customers even from the iota of rigging or cheating in such dealing.
(E) Last but not least, reference to the conversation with Mr. Nadeem duly recorded by Mr. Sameer Alam on his first visit regarding theft of RELAY COIL etc. with allegation of theft and refute of the same by his counterpart Mr. Nadeem and to the fact that most of the customers neither are technical expert nor well aware of the usage and importance of such electric/ electronic spare parts. So the motive behind the theft, if any, relates to either of them being technically sound in the field of repair & maintenance of refrigerators etc. The intentional delay so caused in providing documentary support/evidence till today is diluting, diverting the matter badly and making us to bear breach of trust and suffer by all the ways.
Kindly expedite action to redress above grievance please. Yours sincerely,
Encls. : Xerox of all the relevant supporting. ( B.K. THAPLIYAL)
131, Shiv Mandir Sarpanch Bara,
Mandawali, Delhi –92. (Ph.No. 9013853909)
Copy in confirmation for information and necessary action to :
1. The Manager/ Incharge, Whirl Pool Service Centre, Opp. Navniti Apartment, I.P. Extn., Delhi – 92. Receiving refused on 04-07-2012 (A.N.) on my personal visit at Kool Care Services Ph.No.9999682600 : Ref. Mr. Sanjay Sharma (Ph.No. 9540941608)
2. The S.H.O., Mandawali Police Station, Delhi-92 in the wake of anticipated help on point (E) cited above.
3. The Manager (Grievance)/ P.R.O., JUSTDIAL.COM, Delhi.
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