Unhappy with KIC WHIRLPOOL Customer service

To Whom It May Concern, I am writing to formally express my deep dissatisfaction with the service and warranty handling I have received from KIC Whirlpool. On 1 August 2023, I purchased a KIC fridge–freezer combination. This was a major purchase for me, one that required real sacrifice. I had to sell my beloved 1979 Honda Goldwing GLE motorcycle in order to afford the appliance, as my previous fridge’s door had rusted off after 8–9 years of use. At the time, I was happy with my decision and trusted the KIC brand. Five months after purchase, the fridge–freezer stopped working. I logged a call-out, and a KIC technician was sent to assess the issue. The technician identified a burn on the main power supply lead, allegedly caused by heat from the stove. I was informed that the repair could be done by cutting out the burnt section and reattaching the lead at a cost of R350. Unfortunately, I did not have that money available at the time, aside from basic living expenses. Left with no alternative, I reattached the power lead myself just so I could keep the fridge running. Now, three days ago, the fridge section stopped working again, although the freezer section is still functioning. When I contacted KIC Whirlpool, I was informed that the unit would not be repaired under warranty. I strongly disagree with this decision. The fact that the fridge–freezer continued to operate for months after I reattached the power cord clearly indicates that I did nothing that directly caused the current fault. If my actions had voided the warranty or caused damage, the appliance would have failed immediately or shortly thereafter—not months later. I would like to offer constructive feedback to the leadership of KIC Whirlpool. My suggestion is simple: add a small amount (for example, R80) to every technician call-out. This would allow technicians to replace or reattach plugs or power cords free of charge when customers are forced into that situation, while keeping the warranty intact. I am confident that fewer than 10% of warranties are voided due to plug or power-cord changes, meaning this cost could easily be recovered through regular service call-outs. Implementing such a policy would position KIC Whirlpool as a customer-focused company that stands behind its products. Unfortunately, my experience suggests otherwise. From my perspective, it appears that customer satisfaction is not a priority—or worse, that KIC Whirlpool lacks confidence in its own products or is not serious about honoring its warranties. This experience has left me extremely disappointed. I trusted the KIC brand, and I feel let down by the way my case has been handled. I sincerely hope that KIC Whirlpool will reconsider its stance and address this matter fairly. Yours sincerely, Heinrich Muller 0662317900 I will be posting this review on Hello Peter site and all of the KIC Whirlpool social media sites.