Vanakkam/Namaskar, Authorized service provider found inexperinced with constantly chekcing over phone with some else as what the problem could be. Infact making incorrect diagnosis of motor not functioning or unable to bear load, etc.
1) Complaint Booked: 7 Mar '22 at IFB toll Free;
2) Complaint: IFB Executive front load machine starts its first soap and water intake timer cycle completely and moves to next wash cycle -but does not start that wash cycle of clock and anti clock wash cycles.
3) 8 or 9th Mar '22 its Authorized Service Provider "Tharshini Enterprises" attended ICR no 63 dtd 9/3/22 .
4) Person unable to figure problem; Found inexperienced and states its Agency just sarted few days back. He keeps contacting others over phone for guidance. Comes next day -but without any back up spares to check which and what are at faults and with no solutions. Starts giving advice of buy back replacement to new model than repair solutions.
This is even when Timer, Pressure, Drum and Motor working with PC board to working till reaching Wash cycle and even drain and spinning when manually moving timer.
5) Recorded our displeasure - had to pay sevice fee just for nothing done by them and no solution except facing their marketing new washing models! PLEADED FOR THEM TO CHECK AND FIGURE SOLUTIONS, SPARES -OLD REWORKED ONES TOO IF NEW ONE UNAVAILABLE FOR NOW, ETC.
6) NEVER CONTACTED US BACK.
7) NO FEEDBACK COLLECTED; NO SIGN TAKEN ON RECEIPT; NO COMPLAINT ESCALATION OPTIONS.
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Service call accepted knowing its is old machine but provide repair that are possible without new spare as they are no longer mfg. Complaint here itself is that ambiguos, incompetent, incomplete, negligent, callous service was provided with no specific problem identified by person who attended. Had lengthy back and forth debate on each problem that he tried to be reason with my factual counters. In short - IFB response is escaping and absolving their duty and service obligation to provide unambigous specific identified problem - esspecially when IFB proceeded to declare my machine 'dead' and started pusing me to opt for 'Exchage offer'.
IMPORTANT NOTE: No one was willing to record what was actual problem identified - only oral statements...which is:
1) Before complaint: Field person of agency stating ambiguous, incomplete, conflicting, non static reasons
2) Post this complaint:
a) Agency incharge stating Timer
b) IFB Area Customer Head claiming Timer, Motor, Drum (probably if I heard right).
c) After complaining and expressing frusstratin on conflicting problems and change fo goal post of proble, IFB Customer Head retorts back to back track and restate Timer being heart and when that does not function, it is impossible to figure if rest of parts are functioning or not!
Again, 'best "special" offer' was attempted to offer with no specific amount ever mentioned and I insisted to first have written record of what eactly was part or process identified as the problem or what prevented them from any further possible repair or replacement.
REPEAT: NO ONE IS WILLING TO STATE EITHER OF THESE VERSION ON RECORD.
INSTEAD, NEGLIGENT, CALLOUS SERVICE AND FARCIAL REDRESSAL ORCHASTRATED THAT MACHINE WAS NOT SERVICABLE SO OFFERED EXCHANGE OFFER.
Does IFB dare to record what problem/part was recorded as failed from their onsite visit for which Rs 590 was charged? At that time itself I objected as only 'Service charge' was mention when no service was rendered complete or problem identified explictly as to declare my machine dead and require new life... at my expesne!
IS THIS SUSTAIANBLE PRACTIVE? Not to specify what part failed and allow such part to require entire machine with its motor, drum, sensors, timer, pc board, wiring, body, door, etc., to be dumbed in wastefill?
Sincere apologies! Our intention is never to make you upset. We'd like to discuss this further with you. Your remarks have been noted and shared with the concerned team.
Regards
IFB APPLIANCES