Hello,
We have bought Top loading, fully automatic Whirlpool washing machine. From last few months, it wobbles while rinsing starts and stops. We have to hold the machine tightly till it finishes the action so that it won't fell from the stand.
We laudged complaint for this in the month of Sept. Complaint number is: PN0909007508. Nothing happened after that for 15 days or so. When we called, the call center support representative told us that the complaint is closed.
No idea, how did this happen!!!
We again laudged another complaint on 3 rd Oct.09 - No. is: PN1009000839. Finally after 4-5 calls to support representative / call center executive, finally they sent a junior guy who was so arrogant that he started quarrelling with us as soon as he just saw machine. He was told the PCB is dead. We even don't know what a PCB means (being an Engineer, i thought it is the a electronic circuit board, but I was wrong: Its the display on machine)... So, his point was: we complained as the PCB is dead. he stated arguing with us and pointing out fingers at me. What a representative sent by Whirlpool...
He was miscommunicated by call center rep or he mistakenly mixed 2 different customers' problems. We don't know... But he was so arrogant, he left home saying will come again to fix this problem.
Till date neither he has come, nor support guys have replied. Now, this complaint again is closed on their own. We came to know again after when we tried to reach support people. They assured us, they will send some one senior from the team.
I don't know what CRM software do they use which closes the complaints automatically without resolving problems and how they use / misuse their internal communications!
I don't expect such a service from such a renowned brand like Whirlpool. Instead of paying Lakhs of Rs to the brand ambassador for marketing and sales, i request whirlpool team to take care of their existing customers first and resolve issues. It definitely adds value to your existing customers new customers acquisition.
Its almost more than 2 months from the date of laudging first complaint. We have not seen any positive (?) response other than call center executive saying, please laudge the complaint for just one more time... For how many days should we expect same reply and no resolution of the problem!!!
Best Regards,
Snehal.
09822790889.
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