I purchased the first oil heater in Novermber 2008 and the second one in January. Their switches got broken on 15 January. We called the Whirlpool Customer Care number on 16th January. After numerous exchanges as below, the two products got repaird and dlivered on 25 Jan. However, the products were broken again on 29 Jan. Furthermore, the products were returned with damaged caster wheels and a lot of surface scratches. As of 11 Feb, the two heaters are still not properly repaired. Vipin (Customer Service Center), once he promised to replace the products with the new ones, now says he cannot do so.
I strongly request that Whirlpool replace the damaged products with the new ones or compensate me with cash for the two heaters.
Looking forward to the soonest reply from Whirlpool.
a Whirlpool Customer, Delhi, India
Complain number: DL0112017846
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THE NOTE FOR THE RECORD OF MY EXCHANGES WITH WHIRLPOOL
16 Jan - The technitian came from the Service Centre on the following day and quoted the repair charge at INR3, 500 per unit. I found the charge very expensive and asked how I could thraw away the products. The techniclan brought dow the cost to INR2, 500 per unit. We could not trust this technitian called "Mandeep" and we asked the Customer Care Cetre to send us a different technican from a different workshop.
18 Jan - The same Whirpool technitian (Mandeep) came around noon and asked to pay INR 5, 100 in advance. Mandeep said he would have them collected on the same evening and returned the following day. If not, the collection would be made the following day morning and have them repaired and delivered the same evening. At latest, they would be repaired and delivered by Friday evening (20 Jan).
19 - None from Whirlpool came to puck up the two heaters.
20 Jan - After numerous follow up calls, Whirpool picked up the two heaters. I strongly requested that the two heaters be repaired and delivered on 21 Jan.
21 Jan - Whirlpool did not repair the two heaters. I spoke with Vinod at the Customer Service Care Centre and asked him to share the address of the cervice centre but he never called me back. Whirlpool apparently called my house staff and advised her that the two heaters would be delivered on Monday, 23 Jan. They need to purchase the necessary parts, according to the Customer Service Care Centre.
23 Jan - The two heaters did not come. Spoke with Whirlpool reps (Ashish, Vipin). Vipin, the senior to Ashish, said he would find out what is the status and call me back at 11 am tomorrow. Vipin belongs to the Escalation department and apparently is senior most among those I spoke.
24 Jan - Vipin called after 12 pm and advised that the workshop was yet to get the replacement parts. It may take till next Friday, 27 Jan to have the parts delivered from Pondicherry. I asked him to return the money and throw the heaters away. He said he would get back in 3 hours, which he never did. I therefore called Whirlpool Customer Care Centre. First spoke to a customer rep and he said the two heaters could be delivered by noon tomorrow.
25 Jan - The two Whirlpool heaters were reparied and returned in the evening. However, their caster wheels got damaged and a lot of scratches are found on the surface of the products. I sent an SMS to Vipin and asked him to have them exchanged with new ones. It is unacceptable to return my heaters like this. The switches are now working but the workshop should have treated the products in a more careful manner.
28 Jan - Followed up with Vipin by SMS in the morning. No response from him. So called the Whirlpool Customer Care Service number and was told that my request for product replacement had been put forward. It would take 15 day to reach the new products to my residence. Manoj, a service rep, said the workshop would be in touch with me but none called.
29 Jan - One of the Whirlpool heaters started dysfunctioning since morning.
4 Feb - After numerous phone calls and follw ups, Mandeep appeared and he fixed the dysfunctioning switchboard. He said he would send someone to have the caster wheels and the other scratched parts to be replaced on Monday, 6 Feb.
9 Feb - After numerous follow ups, someone came from Whirlpool and replaced the wheels. The scratched parts are yet to be replaced.
10 Feb - The switch of one of the heaters got broken again. The other heater also started to dysfunction. I sent numerous SMSs to Vipin but no reply.
11 Feb - I send numerous SMSs to Vipin and also called Mandeep to come. Vipin now says the products cannot be replaced. Mandeep said he would come at 2 pm but has not so fat turn up. It is already past 6 pm.
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