Whirlpool appliances (not the internet/broadband website) have a customer service centre that field calls put to them through their 1300 number. They are utterly useless and lying heaps of crap. I had the displeasure of talking with them today.
The situation was, that our washing machine had packed it. A service techie had been out and checked out the problem before reporting back to their base of operations that the fault was unrepairable. Thank you Mark, thank you Sydney Home Appliances Service, you guys were great, prompt, professional, helpful. We were referred back to Keith from Bing Lee. Also helpful, doing his part by letting us know what was going on.
In any case, the situation had dragged on. It was Thursday with no calls yet. My father called the customerlink number and spoke with an Anthony. I know that our case had already been received by Whirlpool, and we had a case number assigned. This was obvious to us because we had the case number to give them when we called. My father asked if there had been any change in our case status, no, it was apparently still being decided. My father then waited a little bit and called again. This time, someone called Pure answered. She said that it was still being held by a case manager and that we would have to wait for it to be reviewed. I then told my father who was still on the phone that he should ask to talk to a manager. He was told by Pure that it wasn't possible since their systems didn't allow transfer to a manager (yeah, right, like I believe that crap), in which my father didn't want to push it and ended the call.
At this point, I was fed up by being a bystander as is, and my parents were fed up also. We had lodged the issue almost a week ago with nothing coming back at all. So, with less than 2 minutes delay, I called back to the customerlink number, with full intentions of speaking to a manager. This time, I got a woman called Edz (WTF is with these names?? Pure? Edz? Honestly, Indian Call centre staff should try using their own names instead of this shit... did I mishear Edz? No, I asked specifically how it was spelt, and E-D-Z was what I was told) who, after reviewing my case, told me that it would be 2-3 days for a decision. I then asked to talk to a manager. She then said it wasn't possible. I said, I don't believe that. I would like to talk to the highest supervisory person possible. She then said, that all of their managers were in a meeting, and she was unable to do anything except note my call. I called BS again, and demanded to talk to someone in administration. She tried to fob me off about it saying that she couldn't give me anyones contact number at all. So then I said fine, I'm going to make a complaint. Give me the number to make a complaint with. She then gave me the receptionists number at Whirlpool Australia in Melbourne, and the email address for the Australian customerlink mailbox (au_customerlink@whirlpool.com).
I ended the call, still pretty peeved. It's total crap that all of their managers were in a meeting. So, I dialed reception in Melbourne, and a polite voice greeted my call. I explained that I would like to talk to a case manager and I was calling from Sydney. The receptionist transferred me straight away onto a different line and in less than 5 minutes I was talking to Chantelle Rose from Whirlpool, who was a case manager. Now, I do not believe that in the 6 minutes from talking to Edz, to talking with Chantelle, they got out of their meeting in a convinient manner to be back in her office to talk to me. In any case, I gave the case number to Chantelle, and said, what was going on. She, after reading the case number report, without asking me about anything said she would call Sydney Home Appliances and asked if I would hold, so I did. Not long after, she got back to me on the line and said that they would send me a disclosure form regarding the warranty, and once the form was signed and returned, delivery would be arranged for a replacement unit either tomorrow or Monday next week depending on their consignments, which unfortunately she was unable to control since it depended on the number of delivery jobs and units already in line infront of us.
The whole situation was examined, reviewed, decided upon within 10 minutes of talking to the receptionist at Whirlpool. To which, I spent that much time with Edz attempting to talk to a case manager.
Now, is this a situation that would piss you off? Of course. I hate customer service that isn't service, screws the customer around and wastes everyones time.
When our washing machine arrives and is in full working order, the first thing I'm going to do is make a complaint by email.
The situation was, that our washing machine had packed it. A service techie had been out and checked out the problem before reporting back to their base of operations that the fault was unrepairable. Thank you Mark, thank you Sydney Home Appliances Service, you guys were great, prompt, professional, helpful. We were referred back to Keith from Bing Lee. Also helpful, doing his part by letting us know what was going on.
In any case, the situation had dragged on. It was Thursday with no calls yet. My father called the customerlink number and spoke with an Anthony. I know that our case had already been received by Whirlpool, and we had a case number assigned. This was obvious to us because we had the case number to give them when we called. My father asked if there had been any change in our case status, no, it was apparently still being decided. My father then waited a little bit and called again. This time, someone called Pure answered. She said that it was still being held by a case manager and that we would have to wait for it to be reviewed. I then told my father who was still on the phone that he should ask to talk to a manager. He was told by Pure that it wasn't possible since their systems didn't allow transfer to a manager (yeah, right, like I believe that crap), in which my father didn't want to push it and ended the call.
At this point, I was fed up by being a bystander as is, and my parents were fed up also. We had lodged the issue almost a week ago with nothing coming back at all. So, with less than 2 minutes delay, I called back to the customerlink number, with full intentions of speaking to a manager. This time, I got a woman called Edz (WTF is with these names?? Pure? Edz? Honestly, Indian Call centre staff should try using their own names instead of this shit... did I mishear Edz? No, I asked specifically how it was spelt, and E-D-Z was what I was told) who, after reviewing my case, told me that it would be 2-3 days for a decision. I then asked to talk to a manager. She then said it wasn't possible. I said, I don't believe that. I would like to talk to the highest supervisory person possible. She then said, that all of their managers were in a meeting, and she was unable to do anything except note my call. I called BS again, and demanded to talk to someone in administration. She tried to fob me off about it saying that she couldn't give me anyones contact number at all. So then I said fine, I'm going to make a complaint. Give me the number to make a complaint with. She then gave me the receptionists number at Whirlpool Australia in Melbourne, and the email address for the Australian customerlink mailbox (au_customerlink@whirlpool.com).
I ended the call, still pretty peeved. It's total crap that all of their managers were in a meeting. So, I dialed reception in Melbourne, and a polite voice greeted my call. I explained that I would like to talk to a case manager and I was calling from Sydney. The receptionist transferred me straight away onto a different line and in less than 5 minutes I was talking to Chantelle Rose from Whirlpool, who was a case manager. Now, I do not believe that in the 6 minutes from talking to Edz, to talking with Chantelle, they got out of their meeting in a convinient manner to be back in her office to talk to me. In any case, I gave the case number to Chantelle, and said, what was going on. She, after reading the case number report, without asking me about anything said she would call Sydney Home Appliances and asked if I would hold, so I did. Not long after, she got back to me on the line and said that they would send me a disclosure form regarding the warranty, and once the form was signed and returned, delivery would be arranged for a replacement unit either tomorrow or Monday next week depending on their consignments, which unfortunately she was unable to control since it depended on the number of delivery jobs and units already in line infront of us.
The whole situation was examined, reviewed, decided upon within 10 minutes of talking to the receptionist at Whirlpool. To which, I spent that much time with Edz attempting to talk to a case manager.
Now, is this a situation that would piss you off? Of course. I hate customer service that isn't service, screws the customer around and wastes everyones time.
When our washing machine arrives and is in full working order, the first thing I'm going to do is make a complaint by email.
No comments:
Post a Comment