Last new year time (Jan 11, 2009) we got a brand new Whirlpool fully automatic washing machine.
Generally a word is there that "The product works well within the warranty period". Washing machine worked well for a year for us.
Two weeks back, one fine Saturday... the machine went dead while the tub was getting filled with water. I started the initial investigation on the power cable to check if switch off happened due to loose connection. Bad luck :( cables were proper. Then troubleshooted again after half an hour and found that machine powered on. It was again working for about three minutes and then went dead again. I did not lose hope. tried again after sometime and machine started and went dead in few minutes.
Hmm... it was like a Mario game, getting life and going dead again.. but only three chances of life.. Washing machine did not start after that.
Booked a complaint to whirlpool customer care. The executive gave me a good news that warranty is for 2 years for washing machine and not 1 year as i guessed. Ah.. a relief to some extent. Yes. We are not sure , if that damage is covered under warranty.
The service executive called us and arrived in three hours (Whirlpool customer care service is good. I mean the part of job in accepting complaint and sending the executive)
The investigation result was Washing machine PCB is gone. The fellow told It will be replaced tomorrow (Either him or some other executive will come and do the job). Next day no one arrived. We then wanted to know if the complaint was updated and checked with customer care again.
The telephonic executive accepted our query and informed, they will do the need immediately. Another service executive called in three hours and got the details about model number and the number of buttons on the PCB etc. to bring the replacement part. We were desparate to get it repaired as we had a weeks clothes to be washed.
Bad luck again :( The executive came with a wrong piece. There was misunderstanding and the board he brought did not have option for warm water wash.
He made a call and confirmed that spare part is not in stock and we had to wait for one more day. The same executive arrived after two days with the spare part and fixed our problem.
Main problem for the PCB repair is water.
Following could be the possible causes for the PCB problem.
1. Either water might have reached while placing the wet clothes (we cannot avoid wet clothes where we have small kids)
2. Power off while the washing machine is on with warm water wash (The water while cooling down builds moisture inside)
3. Frequent power fluctuations.
The executive informed us that fully automatic washing machine will have frequent problems and the repair cost is also high where as semi automatic is problem less and also the spare parts cost is also less.
The statement is true to some extent, however the frequent problem comes in because of improper handling. Reason for improper handling is proper instructions are not provided at the shop where we buy the washing machine.
For example whirlpool gives a demo once we get a new washing machine. During demo we are asked to buy a stand (1000 Rupees) and cover (550 Rupees). Without the cover warranty does not apply.
If this is the case, why don't they add these parts to washing machine while buying and add it to price? When we buy a washing machine for 15.5K we can afford to spend 1.5K for the stand and cover.
If you do not wait for the demo and start using the washing machine and skip the demo operation you are probably the loser to know the information about stand and cover.
They also state that if we use salt water , warranty does not apply. Are we going to wash clothes in sea water? Even the chennai metro water is hard. In this case why are they selling a product where the warranty cannot be applied ? Lot of questions peep in, but if we are lucky enough in addition to our proper handling, the product we buy will stay with us for longer.
Useful Post.
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