| Address: | Thiruvananthapuram, Kerala, 695101 |
Dear sir/madam
My name is dr geejo sasikumar and i wish to raise a complaint against ifb and its after service agents in kerala.
We purchased a ifbneptunevx b422 dish washer on 19/07/2019 from qrs attingal, trivandrum, kerala. After having numerous f errors and various people having had a look at it. After qrs employees had a look at it and a service agent had been to the house at least 5 times, replacing few objects including possible chip board, it continued to have problems for the next 3 to months. Eventually i was fed up and pushed the service agent for ifb, mr sajeer from kazhakoutam to replace the unit as we were continuously having issues for over 3 months. He was very reluctant but after a few phone calls he finally agreed to do so. This needed continuous phone calls and reminders from my part and had to threaten a complaint prior to having it replaced.
Eventually the item was replaced in nov 2019. As we had a bad experience, my mother had a look at the replacement carefully and pointed out that the dish washer cover and the dishwasher was damp and an area looked rusted. I sent the images to mr sajeer and asked him for an explanation. He sent his service man to have a look and then informed me that it is only a brown adhesive sticker and that it was not rust. The rust was reported on the same day as the delivery of the replacement unit.
Following this, my mother; although not convinced; had to agree to a technical serviceman.
As expected the unit got rusted even more. My mother is 67 and my father in his late 70s and both are disabled couple living in kerala. I live abroad and had to make numerous phonecalls to sort these things out. Despite reminding mr sajeer to get the item checked and for ignoring our initial concerns regarding rust, he continued to be elusive and tried to avoid getting the dishwasher reviewed. My mother had a surgery in january 17 and i had to fly down for the same reason. As mr sajeer was not responding to my mothers queries, i started contacting him. Despite false hopes and promises, nothing materialized. I have a call log of numerous calls that i had placed and eventually he started ignoring my calls. His final statement was that his manager needs to approve any repair or replacement of the replaced unit. I had to leave india due to work commitments and tried to follow up with him. He continued to ignore my calls. My mother tried to push the qrs team to help her out and eventually mr vijitharan from ifb contacted her.
His email is [protected]@ifbglobal.com. His mobile number is [protected]. Mr sajeer [protected].
I called him from abroad and spent a long time over the phone explaining the situation.
He stated that he cannot replace the order despite sending us a faulty replacement unit. He claimed that the rust was not related to the initial rusty area that we had sent photos to mr sajeer.in fact mr vijitharan had not done his homework and was not aware of any of these. All he did was to try and protect mr sajeer.
Instead of trying to investigate why we had to go through all this hardships, his answer was i'll fix the rusty bits and make it as good as a new product. He cannot help me with a replacment as its been 7 months since we had bought the unit. I did try to explain to him that initial 3 months it never functioned. Next 4 months, we had informed about the rusty component. Its not my fault that the initial serviceman had ignored it and refused to take my calls or sort out the problem. Instead he stated it was my parents and my fault that we did not place an online complaint and there was no way he could help me with replacement. As he stated he would repair it as new, i asked him as a good will to extend the warranty. It was not our fault that the first unit was malfunctioning for 3months and now this is rusted despite us warning him.
He never tried to investigate why we had been through this trouble and why mr sajeer never answered any of our phonecalls. Mr vijitharan eventually agreed on whatsapp that mr sajeer had indeed avoided my calls.
As mr vijitharan declined to help me with any of my requests, and given the number of phonecalls that i did place. I asked him to repair the unit and to send me the email regarding his assessment and repair that he would do. He initially accepted to do so. I was a bit relieved as i did not want to have another issue and for mr vijitharan to state that i have no document stating that the item would be repaired. Then he refused to send me any email as he is worried about his career. He alleged that i may use the email against him if he comitted on email to do the repair that he had promised. We have had many promises over the phone in the past only to hear from mr vijitharan that none of them were recorded documents or a recorded complaint. This was the main reason for the email.
Why would anyone be scared of writing an email about what he had promised me over the phone.
I feel that both mr sajeer and mr vijitharan has failed miserably to live up to the standards of your company. Consumers do have a right to receive a product that they have paid for.in this situation the initial product and the replacement product were faulty. The time delay for resolving the issue was secondary to delay by mr sajeer to take it up to higher authority. I have a feeling that mr vijitharan may have been that manager that he had to get approval for any further resolution and perhaps he is worried that his name maybe tarnished as well.
I personally have no issues with either of them. They just failed to be professional in the way they dealt with me and my elderly parents. Products can be faulty and that is why you have warranties and after sale services. Communication skills of both individuals were very poor and leaves the consumers very frustrated.
I would like to end by stating that i do not wish to end mr vijitharan's career as he claims but i do wish for him to be able to reflect from this incident and to be able resolve a customers issue and also learn to be accountable for any errors from his part or his colleagues.
I do have copies of call records, whatsapp messages which i am happy to share with you confirming whatever i have stated above. The same has been sent to mr vijitharan. He can confirm it from his side.
I hope i do not have to keep writing emails to you for a resolution as i have already wasted over 7 months behind this issue.
I hope you will looks into this matter and resolve it as soon as possible.
Regards
Dr geejo sasikumar
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