[Resolved]  IFB Industries — Washing machine - front loading : executive plus : following up since nov 2015.

Address:	Bangalore, Karnataka, 560071
Website:	www.consumercomplaints.in

My machine is under amc. Please read below the service levels from ifb. This is not et all expected from a german conglomerate.

Careful when you buy ifb products, products may be good, but service is utter pathetic.

I have raised a request for general servicing on 19th nov 2015. (Please refer to ticket no: [protected]). One mr. Kiran from harinidhi enterprises (Ifb service franchisee in bangalore) came after few days and informed that the dampeners (Suspensions) should be replaced. He collected the mandatory servicing fee of rs.350 and did not give any bill. He said that he would come once again with the dampeners and give the complete bill. He showed up again on 03/12/2015 and replaced the dampeners and sold some consumables collected the money. This time he gave bill only for the dampeners and descale powder and not the bill for servicing charges.

After few days the machine was making huge sound, which was not there earlier prior to raising the previous complaint. I raised another ticket on 22/dec/2015 (Ticket no: [protected]). The technicians did not turn up in time due to holiday season. They came unannounced, when we were not at home and closed the ticket stating customer not at home. When i followed up again, one of the quality person from ifb visited our house around 2nd week of jan and informed that the bearing of the drum has to be changed, and would send a technician immediately. As no one turned up, i raised one more complaint (Ticket no: [protected] on 22/01/2016)

One mr. Chandan from harinidhi enterprises, visited on 25th jan and opened the machine and tried something on the machine. He informed that mr. Kiran (Earlier technician) did not install the dampeners properly, and that the replaced dampeners were not the right dampeners. He said he would inform his team about replacing the right dampeners. Before coming to our house, i appraised mr. Chandan about the previous inspection and that he should come with the drum and bearing. When i reminded him about the drum and bearing replacement, he said that he is not aware of the previous assessment by other senior technicians.

I escalated the matter to ifb by a mail on 27th jan. Customer service responded on 2nd feb, regretting the inconvenience. After few days, i followed up with call center. They said the ticket has been closed. I requested for an escalation.

While i have been receiving calls from ifb goa office regarding the status, the service people have not been coming to our house.

Finally in the month of may/jun (After nearly 6/7 months) harinidhi enterprises rep mr. Anjan, along with another technician came and replaced the drum and bearing. I reminded them about the dampeners, they said, they are not aware of the assessment by mr. Chandan.

When my ticket no: [protected] dated 18th aug 2016, has been closed without proper resolution, i escalated the matter once again. This time an incident e 136958 dtd: 19th august was created.

Incident is supposed to be a serious one compared to a service request. However ifb as a company is not able to prevail upon their service engineers to come and resolve. Surprisingly, we have been receiving once in a week or fortnight if the problem is resolved. Lastly on 16th sep when we received one more call from the goa office of ifb, we informed that no one attended to the problem.

To my utter surprise i received a message that a new request [protected] has been created on 16th sep 2016. Today is 20th sep 2016.

No response till now.