IFB Industries / Elena Washing Machine — non compliance of warranty statute

Address:

Bardhaman, West Bengal

No: SAK/12/111 Dt: 14.12.11

Dear Sirs,

Sub: nonredressal of comolaint inspite of several reminders.
Ref: complaint no: 6010865 Dt: 05.03.11
customer ID: 2741390

I bought an IFB washing machine from Exult Agency Private Ltd(Unit - JOY electronics), 39/37A, G.T.Road, Parbirhata, Burdwan. Ph:[protected] / 2542309). e-mail: [protected]@gmail.com on April 01, 2009. Thereafter owing to unbearable sound I complained verbally to Joy Electronics. Finding no response I complained to Sanjay Sharma of Durgapur, who were to give the maintenance service as informed to us by the person who came to commission our machine on April 03, 2009.

Sri. Sanjay Sharma never made any arrangement to attend my washing machine. So finally I found the customerservice number from the manual and registered my complaint on March 05, 2011. Again I was referred to Sanjay Sharma by customerservice. As M/s.Sanjay Sharma did not respond favourably so the customer servive then gave another contact no. for Kolkata[protected] . The Kolkata centre gave several numbers none of whom did response favourably. Finally one madam named Preety was available on Sanjay Sharma's Centre([protected]). I conveyed the details of my machine problem and also the the customerservice guidance regarding their attending our complaint. She agreed to send some staff very soon. A team was sent for inspection. Nothing much really happened within the next couple of weeks, moreover Sanjay Sharma's phone was never atteneded to any calls actuated from my end.
This time the Kolkata Centre directed me to call Mr. Arup Goyal, who assured me every assistance. He also assured me that rectification would be done free of cost as my complaint was within the warranty period. He asked me to call Mr. Avik Bhattacharjee service incharge at Burdwan. Mr. Avik Bhattacharjee kept promising to send his staff very soon, and that presently they were not available then. Finally his staff did come but for inspection only. Again on reminders he made several excuses that staff not available, or he was out of station, or he would attend the next week. This dilly-dally continued for several weeks. Finally I called Mr.Arup Goyal who wanted to know what was keeping Avik from attending machine. He released the required tumbler/drum and associated spares and sent to Avik Bhattarjee for rectification of my machine. The same were brought in at my residence. However could not be installed for want of some special screws. So they took away the spares brought along with them.
Mr.Avik Bhattacharjee gave me an offer to rectify the machine on consideration of some money. Again I communicated the same to Mr.Arup Goyal, who assured that I was not required to cough up any money. However, Mr. Avik could never arrange for the screw and I too stopped calling. As all appeared to be farce and hoping against hope.
In all I remember 4 inspections took place but no rectification measure was ever taken.
The last time I communicated with Mr. Arup Goyal on December 9,'11. He too appeared to forget the previous scenerio, and said I am required to pay Rs. 6000/- for my second compalint was registered in August'11. So now I have understood the game plan of these people, who were only time passing with me.
I have decided to go to Consumer forum for redressal of my grievance. And as a last reminder I am conveying you my position before going to consumer forum. Hope you will act favourably to either repay me the entite amount or replace the defective machine, considering the difficulties faced by me.

yours faithfully.
S.A.Karim
Burdwan.