Whirlpool SA Contact Centre - Complaint
The dealing I had with Whirpool contact centre, telephonically and via email, has to be one of the worst experiences I have had in a while. This is the chain of events of why I will never use or by from this company again if this is the level of service one gets. If your unit is out of warrantee done expect any service from this company, even after expressing the urgency that I had a tenant. The fact is now my tenant, the rental company (which is massive) and myself and family will never ever buy Whirpool is this is the way customers get treated.
13th - Call logged JN91227 saying 24-48 hours for tech to respond. 15th - hadnt heard anything so followed up myself, 19th - tech came and took oven away, said would take only a few days and I made it clear that my tenant was moving in end of Feb. I paid him R600 as this was his call out and noted unit was out of warrantee. 25th - No feedback so I emailed - response "waiting for parts" 27th - No feedback so emailed - no response 28th - No feedback - response "esculted to management" 1st March (Tenant moved in) - No feedback 2nd March - reply "esculated to Head office" and asked for payment. 4th March - reply "delay in getting spares' 6th March - No feedback - reply "waitng for spares and I must call technican". I called tech he stated definately Fri 8th or Thur 7th they will get parts. 8th - No feedback - reply "parts delay in customs only arring tuesday 12th" 12th - No feedback - after sending email stating to call me before11am, I then phoned and I was put on hold of 15 min told they would call me back they wanted to track the part. I told them nobody has ever phoned me back but the man insitated he wouldl call back and feed back and suprise suprise never happend.
After all this and not getting further info I processed to go buy a new oven and have it installed same day. When I got back I still had not received any email so I send an email stating I would do a formal letter of complaint - reponse was "Thank you for contacting the Whirlpool/ KIC Contact Centre. I will escalate your request to Head office but because the technician has called out you might not receive a refund for the call out fee"
Funny thing is I wonder if parts were even ordered as nobody had even told me by COB today 12th March.