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+91 88 5376 9434
+91 33 3048 9299
1 860 425 5678
Plot No IND 5, Sector 1, East Kolkata Township, Kolkata, West Bengal, India - 700107
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Customer care is the only a place to register complain that’s all, and all back unit of customer care like IFB Mumbai Unit Person/Staff Mrs. Pooja [protected], Mrs. Priti [protected], Mr. Vivek [protected], very hard to talk to this people as most of the time phone are switch off, or not reachable, customer care never provide with landline numbers.
Reminder word use by IFB customer care is useless; -
My Complain was closed without attending it properly, i.e. complain was registered on 24 June 2015, Ticket 15833991, attended on 25/06/2015 by Mr. Vijay, partially repaired on 25/06/2015 by Mr. Ansari (belt was changed and adhesive tape was fixed at the bottom of band hose some rubber part to stop the leakage) as rubber part was not with him it will be changed tomorrow, again partially repaired on 26/06/2015 by Mr. Vijay, which damaged machine more, as machine was placed upside down by technician in such a manner that it broke the top and then damaged the door lock.
So I again called to customer care to register complain at 1:4:20 afternoon on 27/06/2015 about all three fault, top, front door, rubber part with adhesive tape still pending, but as previous complain was not closed complain was not registered, reminder was given to agency by customer care department explaining all three fault, as new complain can’t be raised before closing previous complain.
I was waiting till 30/06/2015(4 days), on calling to customer care I realized complain had been closed on 27/06/2015 after reminder was given. It shocked me I registered a new complain on 30/06/2015 ticket 15884185 in night nearby 11.30 pm.
Repeated again :- (reminder word seems to closed the registered previous complain which was attended but not solved, as complain is pending due to the fault of agency/technician/part or any others reason)
Again on reminder on 4 July 2015 for ticket no. 15884185, it was closed. No result came out, after spoiling my whole day I was only left to register complain again ticket 15913257. (After assurance from Mrs. Megdalin (Goa Department) also it was of no use I think agency doesn’t listen to this people, it is all stupidity to spoil whole day trying to get service from IFB Service agency as no proper channel by IFB Company for customer care)
I want to understand when agency/technician should call to customer after complains is longed/registered at IFB customer care.
Actual practice: - engineer/technician or a person who is going to attend the complain will call when he is in that area and just before coming to attend, and will asked should I come to attend your complain to your home now and no other question. (This itself explain the intention of engineer/technician/person that he only wants to confirm that you are home that’s all, no further question, not also about fault in a machine. This is only to confirm that you are at home, so that he had not to get return finding your door is locked) that is very good as he wants to save his time.
This is only the call to customer before visiting.
My Query; - should agency/technician must call customer to understand complain or not before leaving office/go down/workshop etc. (It will help agency to decide which technician should be appoint, and accordingly part should be taken along for repairing, so customer has not to wait for one more day for part/proper technicians. Many complain will be solved in one visit itself)
Mr. Vivek ([protected]) IFB Mumbai branch manager confirmed and also agreed mine above point, when agency/technician received complaints from customer care, within two hours agency has to call customer to understand complain and this is the guideline from IFB Company. (Talk with Mr. Vivek Dt. 25/06/2015 from Mobile No. [protected], Customer ID. 729582).
Agency Name; - Perfect Cool (Andheri East, Mumbai),
Ph. [protected]/[protected].
Agency might ever be able to follow company guideline? So customer gets better service.
Waiting for reply/suggestion from company what steps are taken regarding my query? If my query is not proper, then please try to explain it, as I am suffering lot, as complain is pending from 24/06/2014 till dt. 4/7/2015 as only because of agency is not alert or bothered.