[Resolved]  IFB Industries — Customer complaint no [protected]

Address:	Ambala, Haryana, 133001
Website:	www.ifbappliances.com

Dear concern,

With ref to the complaint no. [protected] vide cust i. D no:11656525
Take note of the following points and provide a explanation for the massive delay in attending and providing a solution for the same:-

1) complaint no [protected] was registered on 05/07/2017 for the location ambala cantt-133001 (Haryana).

2) the ifb 5 kgs elite is covered under amc.

3) the 1st visit by the technician was on saturday late afternoon i. E 08/07/17 that too after repeated calls to ifb customer care.

4) the local ifb service centre staff had wrongly given the feedback that the house is locked whereas the house had never been locked and nobody from local ifb service centre called to confirm that they are attending the complaint.

5) the technician visited and checked the washing machine for sometime and after that he communicated that some wires are broken and the complete module need to be replaced and that he will come on monday (10/07/17) to replace the part and close the complaint. After this very short visit he went away in hurry.

6) no technician came on monday (10/07/17) and the calls to the local ifb service center contact no[protected] went un-answered for the whole day and even the calls to another contact no. [protected] also didn't go through due to one reason or the reason the mobile being switched off most of the time.

7) my wife called on monday to the ifb customer care for the latest update on the complaint no, but the only reply she got was the complaint will be attended by evening by the technician, whereas till the end of the day no technician came to attend the complaint.

8) again on tuesday my wife called the ifb customer care but to no avail and the only replies she got was on high priority the matter is being taken up.

9) on wednesday (12/07/17) i personally called the ifb customer care for the latest update on the complaint no.[protected] and after long discussion the only reply was the complaint is being taken forward on high priority and that the technician will visit by evening and attend the complaint.

10) i again called in the afternoon to enquire about the exact status but again no clear reply and then i asked for the national service head contact and/or e-mail but the contact no [protected], [protected] went unanswered for the whole day.

11) after repeated reminders to escalate the call to higher authority some mr. Ali came on the line and asked for time till 1700 hrs and said he will ring back to confirm the exact status of the complaint.

12) nobody called till 1930 hrs and then again i called the ifb customer care to check the latest update about the complaint and the customer service person shocking reply was that the local ifb service center had confirmed that customer had asked to ring and attend the complaint later on sometime, this was a highly shocking discovery as noone from local ifb service center either called or came to attend the complaint after saturday (08/07/17).

13) i straightaway told that i have already spoken with the supervisor and that i need exact timeline for the complaint solution and no vague replies.
It was during the discussion that it was confirmed that machine being old the specified spare part was not available, this was a shocking discovery that too after 6 days of complaint after repeated calls it was communicated and why the same message was not confirmed earlier noone from ifb team had bothered to reply.

14) the call with mr. Ashok was also not very clear and he had asked for time till 12 to 1300 hrs for 13/7/17 to get the exact status from the ifb service team and get back to me for the exact findings.

15) to me this is a perfect example of horrifying and harrowing experience that any customer can have from any branded company leave aside a internationally acclaimed brand ifb.

16) this is highly shameful on part of ifb team and a perfect example of total failure on ifb side to address the customer complaint wherein the amc is in place and the customer had already paid for the same and still he and family is made to run from post to pillar for no reason.

17) it is more shameful on part of ifb wherein no escalation matrix is available online or is in place wherein the customer can raise his/her grievance through properly defined channel for a proper defined solution to his/her complaint.

18) even this e-mail i. D had been sought from ifb customer care team after repeated calls and information extracting techniques, i wonder a simple
Customer who doesn't know whom to call and how to tackle the customer care responses will never get a reply from your ifb customer care team.

19) i need a time bound solution towards my timely registered complaint no [protected] (Customer i. D 11656525 — ms. Sanyogita saini) on highest priority without any failure and delay in the same will be deemed to be un-interested from ifb team to address my complaint and a fit case to approach regional customer grievance cell and other legal measures for the same.

Rgd
Ramesh saini
+91-[protected]
Sanyogita saini
+91-[protected]