[Resolved]  IFB — Dishwasher Service

Address:

East Singhbhum, Jharkhand

I have an IFB Neptune dishwasher that has been on a two-year maintenance contract since June 2013. On 7 Mar 14 I noticed poor quality of washing and 15 - 25 % residue detergent in the detergent dispenser compartment. I lodged a complaint, ticket no. 12522106 with the call centre. After that no one turned up and call centre advised me to contact local office. It turned out that there was no clarity as to which IFB office of Jamshedpur would attend the call. After many calls, one technician came and left after examining the machine, saying the detergent dispenser needed to be replaced. Since he did not come back, I called IFB office. They sent a mechanic who oiled (with Mustard oil, that I could offer from the kitchen) the dispenser and went back, saying there was no spare available with them. He agreed to keep the case under observation. After the problem repeated soon, I lodged a second complaint, ticket no. 12557986 on 12 Mar 14. This time, after much follow up with Jamshedpur Maintenance In-charge, one mechanic came. He took out a PCB and rubbed the contacts. The machine worked sometimes. I decided to observe. On 1 Apr 14, the problem recurred. I called up Jmshedpur Maintenance In-charge and requested him to send a mechanic. He promptly promised to send someone by 2 April 14 (which I later realized to be an April Fool joke!). Finally, on 3 Apr I called up the call centre and learned that my first call had been closed on 20 Mar and the second call had been called. Aghast, I asked the operator to escalate the cases. However, I received a fresh complaint, ticket no. 12693629. Since no one turned up that day, on 4 Apr 14 I called up the call centre, and learned that on 3 Apr 14 at 10:48 AM the call had been forwarded to Jamshedpur office, and requested me to take it up with the Jamshedpur office, as there was little more the call centre could do. Since then I have been calling the office. First, the office denied they had received the call. Then, they promised to give me a status update in one hour, for which I had to ring up again. I was promised a mechanic positively by 5 PM, which turned out to be false. I find IFB service not only an absolute zero, I find the company and its agent and employees full of falsehood. I am surprised that such a renowned company can resort to this type of exploitation of its customers after collecting full payment for maintenance for two years.