Here Charitable Individualism is the key!… nothing less.


The greatest tragedy that is besetting retail trade in India is after sales service. My personal experience with two products have made me realize that most of the “claims” made in the websites by these 2 Companies, viz. WHIRLPOOL and AIRTEL have nothing to do with the ground realities which exist. I have excerpted a write -up of WHIRLPOOL‘s website making extra-ordinary claims of “meeting customer expectation”!

Customer Excellence: Excelling the customer expectation from the company, its brands, products and services are a three-step process. The three steps are: Know a customer, Be a customer, Serve a customer.

The product in question is a FRIDGE which was bought in 2009 just prior to DIWALI, the  model being “PROFESSIONAL”  of WHIRLPOOL brand. Within the warranty period, which is one year, totally 10 complaints have been made and the technicians who are misnomered “SERVICE ENGINEERS’ attended to the faults and were perennially evasive of the problem. NO REPORT OF THE DEFECT DETECTED AND THE REMEDIAL ACT DONE was given to the client to understand the problem.

Toward the 11th months of purchase, the service technicians (designated with a lofty title ENGINEERS) started canvassing for AMCs. Now, that is Annual Maintenance Contract. The AMC guys are a part of the racket let loose by WHIRLPOOL. The problem has been recurring and almost everything from the voltage stabilizer to the internal wiring of the whole house had been redone. Yet no reprieve. The problem was recurring. WHIRLPOOL had failed and it seems, intentionally at that. Probably the DIS-SERVICE of WHIRLPOOL rose from the fact that an EXPENSIVE part had to be replaced and WHIRLPOOL’s DIS-SERVICE technicians were reluctant to do it. Phone calls have been to no avail!

Well, i thought, WHIRLPOOL was an exception, but DIS-SERVICE was a RULE was discovered when i found that AIRTEL TV was installed in 4 hours flat and the necessary charges taken , but when i wanted to relocate the dish antenna of AIRTEL TV, despite 100 calls, and much persuasion each day was deferred till the “DIS SERVICE ENGINEERS’ did not turn up. And consequently had to migrate to TATA SKY!!

So much for after sales dis-service. When i narrated my woes to my friend, he gave me a great example as to how the barber in Tirupathi temple first takes the token from the devotee and instead of  tonsuring  the head of the devotee, firstly removes a swathe of the hair on the head of the devotee and puts him on hold and takes the token from the next devotee on queue and does the same. The barber thereby enhances his client base and when he cannot handle it, he gets the help of his jobless barber friend and out-sources the pending tonsure for a pittance

Most of the RETAIL COMPANIES are doing the same. They sell fast and quick, but when it comes to attending after sales service, they are slack and reluctant. Atleast, WHIRLPOOL and AIRTEL bear me out based on my experience.

It is better we go back for products which have ENDURANCE instead of CHEAP offers of WHIRLPOOLS and AIRTELS!!

Comments on: "AFTER SALES DIS-SERVICE – AIRTEL & WHIRLPOOL!" (3)

  1. My experience with airtel tv is similar. they only wanna increase their customer base and ignore after sales glitches. i enjoyed the tirupati tonsure bit.

  2. VERY BAD SERVICE IN PONDICHERRY.
    We have purchased one Whirlpool 1.5 tone Split Air conditioner on 22/04/2008, from Danam Sales Center (NEXT). From that day NO ONE TURNED UP FOR ANY REGULAR FREE SERVICE, in spite of repeated reminders & complaint lodging to the dealers. Due to pressure from the dealers, they came just twice during dusk & said they would come again in the daytime, which never happened till date. In the first week of April, we lodged a complaint to “Danam Sales Center (NEXT)”, reminding them that the guarantee period was about to expire by 22/04/2009 & that we would like to have a regular service at least at the eleventh hour. That too didn’t happen. Now we are in a miserable state of having a waterfall inside our bedroom whenever we put on the A/C – we collect a bucket of water every other night. Day before yesterday (13/8/09) we lodged a complaint with the customer cell (complaint No: 19500), which I think, is intended to help the customers. They claimed not having any of our particulars, which indirectly implies that we are not their customers & denied the purchase of our A/C.which is not expected of such a reputed company. More over it is very very clear that they have not serviced my air conditioner unit at all. Today (14/08/2009) one service person came at 07.00 pm as usual and just opened the front flap and peeped inside and said the machine has to be serviced thoroughly and it cant be done by me alone and went back. They purposely delayed till April 2009 (our completion of the guarantee period), and now they demand Rs.600/- for the servicing which is much overdue. Is it a punishment for us? It doesn’t mean that I can’t afford to pay Rs. 600/- . But why should I got to be penalized when the fault is on your side. Frankly speaking we went to buy a VOLTAS, but unfortunately we were coaxed into WHIRLPOOL by some of the sales person. Service center being at Pondy itself, we imagined that the service would be prompt & up to the mark, the main reason for the choice of your product. As the service was not done, the machine is not working properly, ultimately we are not satisfied with the product. Once they came to replace a faulty part, that too after several complaints in their usual manner ( after dusk) and assured to do the regular service another time. But throughout the year my machine has not been serviced at all.
    I am sorry to bring to your notice that whenever they came to repair (only twice & only because of a fault) it was ALWAYS IN THE DARK.
    INSTALLING THE PRODUCT – DARK. THE HOSES WERE NOT PROPERLY INSULATED. THE HOLE THROUGH THE WALL NOT PROPERLY BLOCKED AFTER INSTALLING THE MACHINE BECAUSE OF WHICH THE RAIN WATER SEEPS THROUGH IT.

    P.S: We miss the wonderful & prompt service of the “CARRIER PEOPLE” for our another CARRIER A/C. We would definitely refrain from recommending your product to anyone who is in the hunt for a world-class A/C, only because of the very poor service.

    1. Reminded on 14th Aug 09 (complaint No: 19500),
    Attended by Ms. Sundari.

    2. Again Reminded on Monday 17/08/09
    Complaint No –24414 Attended by Mr Mani

    3. Reminded again on 18th Aug 09 Complaint no 26814
    Attended by Ms Sundari.

    At last I had paid Rs. 600/- to get my air conditioner serviced on,
    18th Aug 09

    Now I ask you to refund the money Rs. 600/- within 15 days, else, I will be forced to claim back the money Rs 600/- and Rs 10,000/- more for the negligence of your service and to the tension and insult, through “CONSUMER PROTECTION FORUM”

    (NO REPLY FOR THIS LETTER-UNFORTUNATELY I COULDN’T FIND TIME TO FILE A SUIT AGAINS THEM)

    IT SEEMS THEY HAVE HIRED A FREELANCE PERSON TO ATTEND SERVICES.

  3. Thanks Edwin, thanks Ranjit.
    This is the plight of most of the consumers who have bought products from WHIRLPOOL. I should have known better when that Ajay Devgan’s wife peddled those products in their advertisements. WHIRLPOOL puts one in a vortex of troubles and it is better that one spends more and gets a HITACHI air-conditioner or GENERAL instead of the “cheap pricing” of sub-standard products PEDDLED by WHIRLPOOL. But the South Koreans have contaminated the Indian mind-set. Atleast the South Koreans offer good after-sales service ( they know that their products badly need that after sales service!!)
    I hope that WHIRLPOOL stops taking Indians for granted and looting them through attractive advertisements and when it comes to problems, leave it to the consumer’s destiny!

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