[Resolved]  IFB / Washing Machine — Unresolved problem since - 27Jun'09

(Latest Correspondence)
(forwarded on 16JULY'2009 at 1155 hrs via email and Complaint Registration on IFB website)

Dear Team

I think there is visible change that your team did have a look on this "Complaint Registration" as they are calling on the mobile number of my spouse, which hasn't been mentioned in these correspondences.
Kindly be informed of the additional conversations which we are having with your Elite employees:
1) Fire has occurred in IFB warehouse.
2) We will arrange the wheel (a machine part) from GOA.
3) Problem would be resolved by 11JULY'2009 which is a history now.
4) None of your employee has contacted me, except (spoken to my spouse by Mr. Shashi). But please be informed that the situation is STATUS QUO.
5) Now we have been told to forward an email at '[protected]@ifbglobal.com" and seriously GOD knows what's due next.
6) Why can't a replacement machine be provided if you are unable to resolve the reported issue since 27JUNE'2009.
7) I am forced to contact "Consumer Court" with all bills and an extended warranty confirmation from your end with all "Quotes/Unquote".
[protected]
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(2nd Correspondence)

Forwarded on provided email address by your customer support executive from which I am getting "FAILURE REPORT" i.e. [protected]@ifbglobal.com - Send on 09JULY'2009 and please provide the correct / valid email address as that option isn't listed on your site : www.ifbappliances.com

Dear Team,

Now let me try to specify the agony of forwarding a complaint to "IFB" - A WELL RENOWNED GLOBAL NAME". It will sound like "RAMAYANA" to all concerned but thanks to your excellent support division:

Till date we have been provided with the following numbers to contact (i.e. Customer needs to contact and not the IFB officials)

1) [protected] - Belonging to Mr. Ajay but I was told yesterday by the call centre executive (Mr. Singh) that it belongs to Mr. Ashok.
2) [protected] / [protected] (For Mr. Mihr and Mr. Milind Chandola) -
These numbers belong to "Warehouse" and we were required / forced to talk to them on behalf of IFB as we are your Employees. To the best option available, they didn't pick up
the phones.

3) [protected] - (Mr. Mihr Kashyap - Area Manager) - We called him on Tuesday i.e. 02/07/09 and were told that he would call in 5 minutes as the "Top bosses" are around without asking our contact details / Ticket number. When we told him about this missing info, we recd a reply "Don't worry as I will find out". Till date no call back recd.

4) Yesterday evening and Today Morning, I again called up your call centre number to speak to a Senior official (Mr. Shashi Sethi) as his email account can't be provided. I was
assured that there would be call at about 1100 hrs today (10/07/09) for which there is only one option i.e. TO HOPE.
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My concerns:
a) Why do I need to wait so long to rectify a problem?
b) Why do I as customer need to call your team Responsible for rectifying?
c) Who is liable for all these calls made?
d) If all zero downs to your Franchise from where the Machine was purchased, then why on earth your call centre numbers are specified?
e) Why there is no "Escalation Procedure" in place?
f) Why there is no revert back in form of email or call?
g) I even specified this issue on your website but BELIEVE ME, NO REPLY FROM THERE TOO. What an ORGANISATION???????????

With best regards...

Rajendra Anand
[protected]

(First Correspondence via email i.e. written as verbal had no impact on deaf ears)

On Mon, 6/7/09, Rajendra Anand <[protected]@yahoo.com>
Subject: Complaint - Logged on 27 Jun'09
To: [protected]@ifbglobal.com
Date: Monday, 6 July, 2009, 7:58 PM
Good Morning,

This mail is in reference to "Ticket Number - 3183950" which was recd from the call centre and problem hasn’t been resolved till date. We have been in constant touch
with your call centre and individual who first attended the call (attended on 27Jun'09)
Off late we have been informed to get in touch with "Mr. Mihr - In head-office" in reference to our complaint.

Why is this person oriented structure and we would like the issue to be resolved asap. Thanks to also provide the website address (if there is an option to log complaints directly" as the site address (i.e.ifbappliance.com) appearing via google search
isn't opening up.

Please note down the following information which may be required:
TIN - [protected]
Date of purchase - 27/10/2008
Model - Elite 5Kg with a warranty of 1 year + 2 years extended warranty
Thanks and best regards

Rajendra Anand

M.No. [protected]

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Consequences:

The concern over here is:
a) Why I need to wait that long?
b) Why I need to call every time to know the status?
c) Why there is "No Escalation Procedure" in place in IFB?
d) Why are the executives hesitant to provide the email addresses / contact details of their seniors for escalation?
e) Why Can't I have a replacement till my machine is corrected?
f) Why on the site after registering your complaints there is no number provided + no correspondence is done in black and white i.e. written confirmations or denials
g) Why do I get failure reports on the emails forwarded to them (sometimes) on the following two addresses which have been confirmed on various occasions?
[protected]@ifbglobal.com
[protected]@ifbglobal.com
h) who will pay for all these agonies of calling / waiting / cleaning by hands for spouse / self / small child?
i) There are options available for "Sales" and the proper follow up takes place but for complaints, all is gone for a big SIX.

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What Relief

a) A monetary compensation for this 3 week delay so far and GOD knows how further would it go.
b) If it doesn't resolve before this weekend ends, then a replacement till my machine is corrected.
c) An apology from IFB for all these ignorance.