[Resolved]  IFB Industries — Replacement of IFB washing machine

Address:

Mumbai Suburban, Maharashtra

Hi,

I, Mitul Rambhia, had purchased IFB washing machine (model - Admiral 7012W) on 24th July, 2011 - custom ID 2917850. I was so excited to buy best in class product, even though it was out of my budget. But that excitement was not for long. When the technician came to get the machine started, he was not able to do so. He had to make 2 more visits along with senior technicians to ensure that the machine gets started. It totally took more than a week to get it started. The inside rods were completely bent. I had informed the technician that there is a production defect in this machine, but he refused to it. When I asked him about the trolley for the machine, he informed that it is not in stock and will take around a month's time, hence I had to buy it from outside vendor whose number was provided by the delivery boys.

After that it was working fine for a month or so, and then another problem started. The option of 'Quick 17' was not working as expected. Again the same technician came, and he informed us that the powder that I am using is not good, and hence the problem. Whereas, I was using Ariel Oxyblue which is considered as one of the best in class. Not sure whether that can have an impact on the machine functioning.

My bad luck with the machine continued, and it again broke down after another month or so. When I just started it on the day of Diwali (26th Oct - Wednesday), there was some wire burning smell out of it and in couple of minutes, fumes came out of the machine. I was embarraced in front of my parents that such an expensive machine is not working fine even for a month. I raised a request for the technician to come and get this fixed. When the technician came, he checked it and informed me that the water pipe is broken and it needs to be replaced. I was surprised to hear that in 3 months, it has been broken. The explanation given by the technician that Admiral is not supposed to vibrate. Since your trolley is not good, it is vibrating and hence the problem. Actually, when I used it without trolley also, it was still vibrating. This proves that there is a production defect in the machine, else it would not have given me so many problems. My Diwali was completely spoiled. Thanks to IFB ! Since the pipe was broken, the technician told me that he will come with a new pipe on Friday 28th Oct and will replace it.

I was frustrated with all this and hence raised a request for replacement of the machine. The customer care executive told me that someone will call me on Friday 28th Oct, but I did not get any call from anyone. On top of that, the technician called me up on Friday and told me that they don't have the pipe in stoke (again !) and hence he won't be able to get it fixed today. Earliest he can come is next Wednesday 2nd Nov. This was absolutely pathetic ! When I asked him that I want to talk to his manager, he gave me mobile number of Anil Diwakaran. I called him up and told him the issue. He told me that he'll talk to the technician and will call me back in 10-15 minutes. Since he did not call back after 45 mintues, I called him up again. And Anil started lieing that he promised me to call after 30 minutes, and not 10 minutes. Also, when I told him that there was an issue while getting the machine started, and the technicians had to make 3 visits, he again told me that I am a liar and it was fixed in 2 visits only. When I told him to pull out the visit records, he told me that he is not here to do all that and is not interested in all those things. I found him very rude and absolutely hopeless guy. Not sure how come IFB employed him at the position that he is holding. He don't know how to talk to customers and counter argues that the customer is a liar. That was the time I realized that IFB is one of the worst company to deal with.

Since I was not interested in talking to him, I asked him to give his manager's number. He game me mobile number of Saumen who is the area manager. Since he waS on leave, I asked him to give me some other person's contact number whom I can talk to. He promised me to give me a call in 30 mintes. But he also did not call me back. When I tried to call him back after an hour, his mobile was switeched off. After another hour when I tried him, his mobile was ringing but he did not pick up my call.

I had also tried to talk to various other people on Friday 28th Oct, but none of them were available. The long list includes Meenakshi and manisha[protected] /[protected], Chaya[protected], Ziana[protected], Branch office[protected] / 62) and also customer care service.

One of the worst Diwali that I ever had was this one and it was all because of Diwali. Hence, I have now decided that I don't want this machine. Would like to request you please get this replaced. If you are not able to do that, then please give me refund of my money and take back your product. I can buy some good brand product who cares for customers. Still, if you are not able to do anything, then I would not be left with any choice but to send the machine back to IFB and also raise it to appropriate authority.

Regards,
Mitul Rambhia
[protected]