[Resolved]  IFB Industries — dishwasher - neptune dx

Address:

Mumbai City, Maharashtra, 400053

Dear sir,
I bought a neptune dx dishwasher from ifb point in 2014 with my bajaj emi card. I was offered a special extended warranty of 4 years by the ifb point - lokhandwala branch staff mr vishal. He told me that the warranty period will be stamped on the machine booklet by the installation team. When the installation staff mr farookh visited my house, he initially wrote a warranty period of two years - 2014 to 2016. At that time i immediately spoke to mr vishal at ifb from my mobile, reminding him that he had offered me 4- years warranty and his staff has mentioned only two years on the booklet. Mr. Vishal, immediately spoke to his staff mr farookh and asked him to make the correction from 2016 to 2018 on the booklet. Mr farookh, just cancelled the 2016 and rewrote 2018. When i requested him to rewrite the period of warranty all over again, he seemed irritated and was reluctant to do the same, so i asked him to sign below the correction to endorse the same, which he did very reluctantly again. His reluctancy did surprise me, but the joy of purchasing the first dishwasher of my life overcame the impolite behaviour of the installation staff mr farookh.

Now in august 2017, when the dishwasher broke down, (Around 4th aug registered on tel no -: [protected], i got a rude shock to know that there was no four-year warranty offered and it was only a two-year warranty which has expired. Further i was accused that "myself", the consumer has committed forgery by cutting the 2016 and changing it to 2018 on the back of the booklet.
When i checked with ifb customer service call center about my warranty details, they claimed that it is not reflected on their system. Also on speaking to their service manager mr. Sanjay singh, who played a trick by calling somebody on a conference line stating it is mr farookh, who stated that he never made any such correction to the warranty date on the booklet,
(Surprising, that mr. Farookh remembered a notification that was made 3 years ago, in an instant). On further enquiring with the ifb warranty system, it is learnt that the warranty period written by this installation staff is the only notification and final mention of the warranty period for any machine. The company does not keep any record of the warranty period on the purchase bill/receipt or even on their consumer data portal. Its surprising that ifb keeps record of all other details of their consumers except their warranty period. Further mr sanjay singh, told me that he also enquired with mr vishal (From whom i purchased the machine at ifb point lokhandwala) that he has denied that he ever made any commitment to me for a four year warranty.in other words it is to state that "i" the consumer has committed forgery on a booklet as claimed by an ifb staffer.in such a big company how can the booklet be the only proof of their warranty period - what if a consumer has misplaced or lost the booklet? Does it mean that there is no warranty on the machine?? In this digital age, when the company is operating all over the nation, how can they not keep notification of warranty period on their data portal? How can mr sanjay singh tell me that many of their consumers have been indulging in forgery of the warranty period? If it is so true, why has the company not changed the warranty period procedure, like other companies and email it to the consumer, so as to keep a record?
The way mr. Farookh and mr. Sanjay singh categorically stated that many clients try to cheat the company by making corrections to the warranty dates and challenged me to prove the same if mentioned elsewhere, got me taken by absolute surprise.
In retrospect, it seems to me that there is a deliberate attempt by ifb to first attract their consumers by way of offering extended warranty periods, and then making deliberate corrections on the warranty booklet, so as to blame their consumers and wash their hands off their commitment.
Most importantly, as a consumer i was not even aware that the booklet is the only document which is proof of warranty period, as nowadays, all companies send warranty details by email.
I have paid an amount of almost rs 5000/- to get my dishwasher working and wish to have the following queries answered :-
1) how come ifb being such a big company can have no other record of warranty period of their appliances except a handwritten mention on the back of a booklet by an ordinary staff?
2) when the customer service center can keep record of all other details of consumers and their appliances, how come they have no record of the warranty period offered to each consumer?
3) how can the staff of ifb service centers allege that consumers are committing forgery on the warranty period written on the back of the booklet? If such issues have been happening (Which i do not believe a consumer would do), why has the company not taken corrective measures to mention the warranty period on the bill or even on their data centre? How can an important issue such as warranty period be dependent on the handwriting of a staff?
4) above all, how can your senior manager mr sanjay singh believe his staff mr farookh whose reply on a conference phone line regarding the correction which happened in 2014, 3 years prior, remember it instantly. Its obvious that some trickery is happening in the ifb company. Firstly they lure their consumers on the pretext of longer warranty periods and if per chance they have to keep their promise in the 4-year window period, they have planned it well by teaching their staff to state that the consumers have committed forgery, when this is a tactic used by them?
5) why did mr sanjay singh tell me that many of their consumers have committed forgery in the past, as per his experience? What was he trying to tell me?

I have two machines of ifb - dishwasher and washing machine. I feel cheated by the company as they do not want to acknowledge their commitment to me. Which is why they have not only alleged forgery on my part but also challenged me to prove the same.

I seek redressal for being cheated by ifb industries and demand following penalties-:
1) a refund of the payment made against my dishwasher repair in august 2017.
2) to reinstate the commitment of warranty until 2018 for the dishwasher.
3) to pay me costs for defaming and calling an honest consumer a cheat by alleging that i have committed a criminal offense of forgery, when in fact i have paid 65 k to ifb and purchased two machines. How can ifb accuse me of committing forgery on the say so of an installation staff?

It is not just the money for repair that has already been paid by me, but the absolute shock and sheer insult that i have had to undergo in the presence of their staff at my residence, of being called a cheat and a criminal. When i can immediately pay to repair my machine in spite of having the warranty, it only goes to show that i seek redressal forthwith along with an apology from ifb for accusing and insulting the integrity of their consumer.

Thanking you,

Gourie rana
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