[Resolved]  IFB Industries — IFB worst customer service

Address:

Visakhapatnam, Andhra Pradesh, 530002

Dear ifb,

This is ‘now frustrated dejected pissed off and past happy customer’ from visakhapatnam using ifb washing machine elena dx since last 5-6 years. I have registered a complaint (Compliant no: [protected]) on 22nd may 2017 that my washing machine is not working. They have sent a technician on 23rd may, the technician inspected the machine and informed me that ‘pump motor’ needs to be replaced. Later during the conversation, he suggested me to take amc for two years. I agreed for the same and paid a total of 4780/- (4255/- for amc charges + 525/- as service fee). He said he will replace the pump motor within a week. On 24th may, i received a text message from ifb saying that my complaint was closed. Without replacing the pump motor, how can the ticket be closed?
After that, 2 weeks passed and the technician did not turn up to replace the pump motor. I again called ifb call centre on monday i. E., 5th june 2017 to inquire about the status of my complaint. They generated another complaint number [protected]. Another technician (Not the one who visited earlier) came to replace the pump motor and while he was inspecting the machine, he said the rubber is faulty and it needs to be replaced. He did not replace the pump motor and said he will come back on tuesday to replace both pump motor and rubber. I waited for him on tuesday, he did not turn up. I called ifb call center again on wednesday i. E., 7th june to inquire about the status. They said they will escalate the issue and will send the technician by wednesday evening, which did not happen. During this conversation, the ifb customer executive said that the amc charge is only 3700/-. On thursday i. E., 8th june 2017, the technician came along with pump motor and rubber. During this inspection, he said the clamps are faulty and the cabinet needs to be changed which is not covered in amc. Do i look like a fool to you? Can’t you identify all the problems during your first visit? It’s been almost 18 days and my problem is not yet rectified. Some manager named jyoti babu called me and the solution that he provided was to return back the 4255/- amc charges to me. Is that a proper solution? Now, i have the following questions/ points for you
1) why dint you identify all the problems during first visit itself?

2) why wasted 18 days of my time without resolving the issue?

3) when the amc charge is only 3700/-, why was i charged 4255/-? This is direct cheating of customer.

4) what is the service charge of 500/- paid for? To identify the problem with the machine, right? Which means ifb technicians have not done their job sincerely and troubling customers.

5) ifb doesn’t respect customers as they do not want to provide a solution; instead they simply want to return 4255/- amc charges.

I have referred more than 50 of my friends to ifb in the past 5-6 years. I have lost all the good will that i had on ifb. If ifb continues the same service centre in visakhapatnam, ifb will end up shutting the sales in this territory in next 1-2 years. Earlier, i gave good reviews on social media about ifb.

Since the machine is not working for more than 20 days, my mother started washing which caused a back ache problem and i ended up spending 25000/- for diagnosis tests, consultation and medicines. She is suffering from it which has caused a severe mental agony. After all this, the solution they gave me was, they returned back 4255/- amc charges and offered 20% discount on new ifb washing machine if i purchase. But, i believe i deserve 40% discount (Same as amc customers) as you guys troubled me so much for more than 20 days.
I would feel respected if you do so and i will understand that ifb really values its customers. Regaining back your customer’s trust or losing a customer is your choice.

Regards,
Manideep
[protected]