Whirlpool – Service & Social Media

It all started in the month of May 2016. After noticing for a month the fluctuation in cooling of the refrigerator, I called up whirlpool customer care and registered a complaint. The technician who arrived at the house conveniently said it is gas problem and refill is required and would send the concerned technician.
In 2nd half of June, the technician did come to fill the gas. Post which he discovered the core board was not working. He reported the issue to his boss and his boss promptly gave the response which is normally given to customer. “Sir, two days part would be available.” 2 days became 5 days to a week to 2 weeks to 3 weeks. In the meantime he asked us to contact his boss and put pressure! <brilliant tactics>
Frustrated with the behavior we made a post on social media, twitter and facebook. Whirlpool India facebook page post did not get any response from the company. With more than 40days since identifying the problem now the whirlpool incharge asked us to send model number and serial number and buy a new fridge since the core board was not available anywhere in India. I asked him for the requisition form which he had sent to his head office. I did suspect foul play.
On the other side I kept posting to the twitter handle of whirlpool customer care, apparently this is caters to US region. Due to constant posts and complaining about the attitude of whirlpool service guys in India finally they relented. They forwarded the complaint to India head office and then the action started. I got a call from Delhi office of Whirlpool. They followed it up and found that core board did exist in India. <unlike what was claimed by Bangalore office>
A week later the board reached Bangalore and was fixed by a different technician.

If you are talking to Madhu from Whirlpool, Bangalore ask him clearly what is going to be his action plan.

What this entire episode also highlights is the importance given to social media in India and in USA. While the India handlers ignored, the US after repeatedly pressing on understood there was a real problem. Thankfully there was someone listening.