[Resolved]  IFB Appliances — Arrogant Service Engineer

Address:

Chennai, Tamil Nadu, 600097

Hi,
I had the worst service experience in my life today.
I had bought am IFB Washing Machine (RCG) last week. The installation was booked directly by the dealer (Vasanth & Co., Chennai) and received a call from the IFB service centre yesterday (01/11/2016). The service executive promised to come between 12noon and 1pm. Basis this commitment, I took one hour off from office and came back home. Even after following up with them multiple times, no one turned up till 2pm. Every time I call them up to follow up, assurance of 10 min was given. Thus no installation happened yesterday. The Service centre gave a call today (02/11/2016) and assured to turn up between 1pm to 2 pm. The executive turned up.
Here is where the worst experience a customer can ever have starts.
The Service engineer (Mr. Senthil, Start Air Condition, Karapakkam, Chennai) was not at all approachable. He was full of attitude and arrogance (It was as if I was speaking to a stubborn government officer). For a moment, I was confused on whom the customer was and who the service engineer was. This engineer never bothered to explain the working of the machine rather was more interested in pushing me to buy the water filter device. Finally I had to ask about each and every button on what the function was as he never bothered to explain me anything about the device. How can I be assured a good service for my product, if it’s going to be such executives servicing my device?
To complain against this, I called up the customer care. The executive, after a lot of explaining, raised a ticket ([protected]). She told she would check with her manager and asked me to hold on. I waited for 10 minutes and was forced to disconnect the call as there was not hopes of she returning to call.
If this is the case, where will I get justice? IFB is interested only to sell their product and not worry post that. How long can a company retain its market share without loyal customers? There is a lot of competition on the market, my friend. There is consumer court in this country, beware!
Many of my friends had warned me of the poor nature of IFB service. I did not care those as I believed in the brand value and promise. But now I am burned my fingers.
Please take this feedback seriously as in today’s world where we have a strong social media, any brand could be destroyed easily. Having experienced this level of disgraceful behaviour, I would never recommend IFB to any of my friends and colleagues.
‘Set yourself free’ tag line is very apt and apply only for the Service technicians and customer care executives.
Most unhappy and frustrated customer
Joseph Varghese