"VICTIM of WhisperKool"

VICTIM of WhisperKool
One year and still our wine is room temp.

In mid 2021 we had a contractor install a wine wall which they used a WhisperKool refrigeration unit to keep our wine cold. Within a month it stopped working. WhisperKool pretends to provide a warranty for their product but, they do everything to make it extremely difficult to a point where you want to give up. We are the end user but, they wouldn’t help because the unit was sold to our contractor. Contractor is now out of business so we as the end user get screwed. After several months of back and forth, they finally sent replacement parts on two separate occasions. Our HVAC installer fought with them for months. They would not cover labor even though it was their parts that failed. They won’t even pay shipping to get the replacement parts. We are now out over $1,000 in labor expense. These units are in very tight places and are difficult to work on. There’s very few HVAC installers who understand them so the ones that do are not cheap.

The mark of a good company is indicated by how they support their customers when things go wrong. WhisperKool failed to support their failed product and seem to go out of their way to make it incredibly difficult on their customers. It’s now been a year and we just now received another part that failed and again we will be out the install cost on that part.

WhisperKool as a company will fail if they cannot provide reasonable support the things they sell.

"Wine enthusiast beware of Whisperkool"

I purchased the WhisperKool extreme in late 2017. (Almost 5K) The unit lasted 3 yrs before it also developed a leak. The customer service i got was abysmal. Last Whisperkool product i will ever purchase. The cost of repair was too much to justify and the reviews i read all said 5 yrs was a lifetime expectation for these units. WHAT A JOKE!!!

"I bought a Whisperkool SC3000i in 2018…"

I bought a Whisperkool SC3000i in 2018 after speaking with one of their reps who informed me that this unit would do fine in my 650 sqrft wine cellar. The unit worked great and I was very pleased, that is until the evap coil sprung a leak in June of 2021, one year after the warranty expired. WhisperKool gave me the name of an HVAC company here in Buffalo and sold me a new part. Problem solved at the cost of $800 and about 6 weeks without a working unit. Fast forward to November 24th 2021, The compressor dies lucky it is still under warranty, but here we are on December 17th and I still do not have a working unit. I need a backup unit because I cannot trust the Whispkool that I have to stay running, I them for a for a new unit and offered to buy one but at a much reduced rate. Their response sure they would sell my another one but they would only reduce the price by a few hundred dollars, plus they now say I should go with a bigger model because the one I bought on their recommendation, was probably to small. I have looked into buying from another company but I would have to make cuts in the existing frame of the cellar to accommodate the for different size unit. So It looks like I am stuck with WhisperKool. UGH! After this unit is fixed again I am on the hook for $1300 in repair costs. Plus my 350 bottle collection of fine aging wine has been without proper cooling for aprox 9 weeks between June and December. WhisperKool customer has be slightly less than helpful and the price they have given me for a new unit, same size or one size larger is just not good enough, I have counter offered but still have not gotten a response as of this writing. Anybody wanting to know more about my issue and troubles with WhispKool can reach me at I will be more than happy to speak with you.
D.P Buffalo, NY

























D

"Dedicated Teamwork"

I have a 25 year old Vinotheque 500 Bottle Wine Chest where the right hand door was damaged by the gasket folding & causing the door to come off. I needed a new door gasket & the WhisperKool Service Team came to my rescue & made me a perfect replacement which allowed me to put my unit back in operation.

"Great Customer Service, Great Products and an Outstanding Cindi Bent"

I have been a customer of WhisperKool for the last 14+years and have hade the great pleasure to work with Cindi Bent, Senior Client Service Specialist during that entire period on several wine cave projects from design to proper cooling units.
My last 4200XLT lasted 11 years without an issue.
Following its last gasp I immediately contacted Cindi for help, ideas and suggestions.
After several e-mail exchanges with pics and discussion she gave me several great options.
I chose to upgrade to the Extreme 5000ti and Cindi took the order and ran with it, getting in WhisperKool immediately, and her great follow up and follow back communications I had the unit delivered last evening all within a three week period, and that included the 8 days the unit sat in the delivery groups warehouse awaiting delivery drivers to load and deliver, no complaint in todays delivery world as they also communicated and the delivery driver could have not been more helpful and caring about getting it right.
I do realize this is a rather long review but just saying “Good Job” and “Thank You” does not say enough.
So for Cindi Bent, WhisperKool and AIT Logistics, Thank You and as I have told Cindi numerous times you have a Customer for life and one that will pass along the great results and great products to all that will listen.
Dennis Silvis, Loudon, TN

"If you look at their website you get…"

If you look at their website you get the impression that customer service is important to them. It seems on the sales end this is true.

Once you have the unit however, good luck. I called them multiple times, left messages. Also tried filling out their online service ticket and sending pictures, days later....no response. Finally called again, was patient and held till I got a technical person. This person could not answer a simple question about the unit. Very frustrating. A lot of their issues could be solved by having a easily understood manual available.

"Absolutely horrific customer service on…"

Absolutely horrific customer service on the phone! It took me a month for somebody to get back with me to tell me what unit I needed replaced, and how much it would be. Then I tried to give them my money and I literally cannot get a response back from anybody! I have emailed 10 times and I’ve called three times and I am constantly put on a forever unending hold. I am afraid that if I do pay for my new unit which was almost $3000, will it ever come? And will it be the right unit that they’ve told me I needed? I have no trust whatsoever for this company. Good luck to you if you are going to try and even get through to this company.

"Terrible customer support"

Terrible customer support. My unit stopped working after a year. I called customer support, and after being on hold forever, had a very short call with a technician who said he'd email some information to complete. I completed it and emailed back. No response for a week. I emailed it again, and no response. I tried calling back, and every time I spoke to someone, I was put on hold and they never came back. I found a number to text my issue, which I tried and no response. It's been over a month now, with no working unit, no email replies, no text replies, and put on indefinite hold every time I call.
UPDATE: I appreciate the reply below, but WhisperKool provided no option in the reply below for sending them my contact information, outside of publicly posting it here (which I don't feel comfortable doing). My name is accurate, and I have called and sent numerous emails about my issue, which include my contact information. I'm sure you can find it in your system.

"Terrible customer support"

Terrible customer support

"You Are On Your Own - No HELP from WhisperKool"

Installed the unit on 4/21. Installation manuals and online videos are not accurate. My HVAC technicians were on "hold" for 30-40 minutes every time they called. After an all day installation - SYSTEM FAILED.

On 4/26, we diagnosed the service valve failed. Sent a video of the failure to WhisperKOOL. Daily I had to ping them for an answer with 30-40 minute "hold" times.

On 4/30, they finally "verified" their part was defective. 5/3 replacement parts were "processed." 5/8 the parts still aren't here.

WhisperKOOL has abandoned my effort to get this system running. I purchased the WhisperKOOL 4000 Platinum and have over $3000 in the install (so far) - STILL NOT RUNNING.

When the part finally arrives, I have to pay to rebuild their equipment at my expense and then submit a warranty claim. The paperwork in the box says there's a $250 cap on their liability. That is TWO hours at todays rate. It's 4-5 minimum to get this "brand new" unit fixed. NO HELP FROM WHISPERKOOL.

If you buy a system from this company, you are on your own.