[Resolved]  IFB Industries — Franchisee service center overcharges

worst customer service. i wonder if they have any customer service at all

I had a bad experience too with GRS solutions, Pai layout, Bangalore. They are authorised service centre for IFB. Their Technicians are highly incompetent & damaging appliance working parts while coming for service.

My IFB washing machine was purchased in 2008, it was working perfectly without any techincal help or servicing until 2018. In 2018 techinican visited for service & henceforth I took up AMC, replaced some pipes, timer, etc. Now currently having taken 2 yrs comprehensive AMC which will expire in 2021.
Few days back, I registered an issue with IFB customer care for water leaking while machine is in operation. At first a technician from GRS solutions, Pai layout,   Bangalore visited, he changed the suspension which was covered under AMC, he told to replace 2 rubber fittings which costed Rs.750 (not covered under AMC). After reassembling machine, found that water leaking problem is not solved! He opened machine again and found inside outlet pipe is leaking.
Later he brought a replacement pipe from office, but it was not of correct size. So he put thread & tape & fixed the existing leaking pipe. When he assembled back the machine, WE found that the Start button has been damaged by him. The On/ off function had stopped functioning, & light always glowing. This button was working perfectly before he came to check the appliance! When we asked him to look into it, he never bothered & left & marked the ticket as Resolved!
I raised the issue once again with customer care. A new technician visited & he pulled the machine out with lot of force, which caused the pipe connected to water supply at the back to dismantle & all water gushing out.
He replaced the faulty outlet pipe with a new pipe, but never informed me that it is chargeable, i.e not covered under AMC. Next he tried to fix back the pipe that had opened at back & he was unable to fix it. He removed the Filter (aqua softener or so they call it), & informed that both pipe & filter needs to be changed as its threading is all gone!
This issue was never there previously, he had pulled out the machine so roughly and caused this damage! And now we have to pay for his errors! We had already replaced this Filter back in Jan-2019. Not even 10 months over & now he is making us to purchase new filter again for Rs. 1850 just because he spoilt it and he is not able to fix it back. We would have easily managed with the existing filter another 5 years if not for his MISHANDLING!!!
When I i telephoned the GRS solutions service manager, he guaranteed that filter functions for 2 yrs & definitely 1 yr+. He assured me that the unnecessary filter sale amount will be refunded back. However, when technician visited, he suggested to keep the new replaced filter, so in effect no refund of my Rs. 1850.

We are very very disappointed with this type of service & causing a hole in customer pocket with technician MISHANDLING,   LACK OF KNOWLEDGE & SHEER LACK OF EXPERIENCE.
 
What upsets me the most is that from when I bought the appliance in 2008 until 2018, machine worked perfectly without any issues. Even the filter worked 10 yrs for me without causing any issue.  Now they made me to change filter 2 times in span of 10 months!!!

Ever since GRS solutions came to our service, we have ended up spending almost same amount as cost of appliance which we had paid Rs. 20, 000 (from 2018 to 2019- last 2 years time- GRS solutions charged us towards servicing, replacing parts, AMC, etc amounting to Rs. 18, 000).

KIND ATTENTION TO OTHER CUSTOMERS::  if you happen to read this complaint, pls dont take up their AMC, its total waste of money and cheating customers.
When they visit for service, they will damage perfectly working parts, ask us and infact convince us to change parts which are not covered under AMC. Total total waste of money!