[Resolved]  IFB Industries — Poor service care and delayed response

Address:

Ernakulam, Kerala, 682038

As my washing machine was making sound with vibration, I had raised a compliant with IFB customer care no:[protected] on 02/05/2016 and received a compliant no: [protected]. I waited for 1 day and no technician responded. Again the customer care was called up and they ensured that the technician will respond. Then I asked for the local service no to contact them directly and you had provided with local service center and his contact no: After so many follow up calls a technician came 04/05/2016 at around 16:00 hrs without opening the back cover even just switching on, the technician told the there is a big service required amounting to Rs 6500 and shall confirm the same after checking the spare. There was no response further. On 06/05/2016 again another technician called up and told that he shall check it. The person came checked and told it is a matter of replacing the bearings. Since there was no response till 09/05/2016, I called up the local service dealer again asked the status and told that since water seal for the bearing is not available he is awaiting the spare. Finally a person called Renjish came home at about 16:00 hrs on10/05/2016 started opening the back cover. He asked for the hammer for opening the back cover. He opened the back cover and some how managed to take out spider support of the drum holding the bearing. While removing the same he accidently pulled out the heat sensor fixed on the drum which he tried to fix with the glue. After putting the bearing by hitting hard with hammer which is not a normal practice. He asked for oil, I had few old grease and I had asked for checking the quality. He brushed the same on the bearing without checking the quality of grease. The spider support bolt hole with drum were not in line and he was trying hard and making them inline after he turned the machine resting it on the front loading doors of the machine. He was turning the machine to each side very roughly to see the bolt hole. He damaged the cabin edge which was a bit corroded (the soap dispenser corner). Seeing that it damaged he suggested that the cabin is to be replaced. After the repair, tested the machine without the cloth and was rotating without much vibration. I paid the service charge and spare cost of Rs. 1800 as billed.

Next day (today) the cloths were put in and the machine started. Even tough it took the water, the drum was not rotating but making a humming sound with normal quantity of cloths in it. The machine was stopped to remove few cloths to further reduce the load. The machine started with heavy vibration and dislocated from the position moving around, with huge noise as the drum started rotating. Finally I had to stop the machine switching off the plug fearing to approach it.
I am stuck without using the washing machine for almost 10 days and I have not got the compliant attended. With the present complaint, now I think the only option left is to sell the machine for scrap and buy a washing machine other than IFB who does not show any response or commitment to its old customers, the poor workmanship and quality of the local service center been entrusted by IFB. I was forced to write this message to you because of the inconvenience and distress caused to me and my family members due to this.