Faulty!

Dear Sir/Madame,

I m writing this email to let you know about our experience with one of your products.
First of all, this is NOT an email of complaint with an intension to get compensated or to inform you about something new you are unaware of in your field of expertise.

This email is rather an honest account of what my wife and I have been facing with our refrigerator for the past 5 years; a series of facts which, we think, would help you become better.

On September 2004 my wife and I purchased a side by side refrigerator from a multi-store in Athens, Greece.

Serial number : S25B RSS31 – A/G
Type: SB 715W – Refrigerator/Freezer: Class N-ST
Service: 856 166 01010 – 11 0326 017517

The brand and origin of product was our primary reason to chose from among dozens of brands of refrigerators that we ve been looking around. So we decided that a brand like “Whirlpool” which was “made in USA” was our perfect choice, rather than purchase some European or Asian brand whose guarantee, lifespan, and quality would have been unknown to us.

However, the first problems began:
No sooner had we settled in our new home (Sept. 2004), than we started hearing some strange noices  (ticking sounds) coming from the refrigerator quite frequently and throughout the whole day. So we called the Greek service department, which sent a technician and replaced the faulty electronics chipset which controlled the ice and water dispenser at the front panel. The faulty chipset was replaced and it was within the guarantee time we ve been given.
But we were astonished initially by this, because it was supposed to be a brand new model at that time.

On June 2008 strange noices (ticking sounds) began once again. This time it was the back main chipset which controlled the refrigerator in general. We called the Greek service department, which told us that they had to apply for this special chipset in Italy. So it took about 10 days to arrive in Greece. (At least this is what they told us).

Lastly, one month ago ticking noises began once again. We didnt want to believe that it was another faulty chipset. So the ticking noises continued.
Time passed and last week (11-17 Jan 2010) we realised gradually that the fridge did not keep the food as cool as it should be. Day by day food began to feel warm so we end up realising that our fridge was out of order!
Above all, we have a new born baby in our family and the fact that our fridge was out of order for days made us upset about the whole thing once again.
We called the Greek service department,and the next day a technician brought the abovementioned chipset and replaced it with a new one. On our question why is it that so frequently those spare parts are out of order, we got the reply that “every electronic equipment and their spare parts, nowadays, is produced to last no more than a year and a half.”

All in all, we regret to say that your product failed our expectations for reliability, quality and long-range operation. And comparisons with friends and relatives, who own several side by side refrigerators of various brand names, make us believe that either we ve been sold a faulty product all along the very beginning or the standards of your products for some reasons have been reduced.


PS: Exact names, dates and our full contact details is at your disposal whenever you might need them.


Best regards,
Frank