[Resolved]  IFB — Washing Machine repair + AMC

Address:

Bangalore, Karnataka

I am Rajesh Kumar, owner of IFB washing machine (AW60806) since 2008 June. I had raised a complaint on 19th of Sep regarding my washing machine though toll free number. Ticket number is mentioned in the subject line. This mail gives you an outline of the torture that i personally went thru since the machine broke down. I request you to take your value time and read through this mail to understand the pain that a loyal customer is going through now ! On 19th evening, Mr. Kiran Kumar (+91 [protected]) from Sai Service, Bangalore, visited me and checked the machine. He tells the board on the machine needs replacement and calls some one in phone and checks the prices and says 4k. I told, i don't want to spend that much money, then he told, take AMC for Rs2216 and board replacement will be done at another apprx Rs.1700. In addition the machine will be covered for the full next year ! I never realized this was a trap. I paid Rs2216 ( IFB Invoice number[protected] dt 19.09.2015) + 350rs (Service charge without bill). The promise was board will be replaced by Tuesday 22nd Sep or latest by 23 Sep. On 23rd Sep, from the morning, I was calling Mr. Kiran, to fix the appointment. He never picked up the phone. I would have tried atleast 50times through out the day. He never bothered to answer the phone. In the evening at around 7:00 I tried from an alternate number, he picked the call and when i told my name he was silent was 1min.After that reluctantly spoke to me saying that his grand mother as passed away over the week end. He is in home town. However, he confirmed that, the board will be installed in the machine on 25th Sep (Friday). On 24th Sep, I tried calling Mr. Kiran from the evening to fix time for his visit, he did not answer my call. I SMSed him, whatsapped him (Screen shot attached). He never bothered to respond. On 25th Sep, i tried calling Mr. Kiran, but the story remain the same, no response. After some 20times, i called the customer care and got the telephone number of Mr. Anand (+91 [protected]). I spoke to Anand, he told me that Kiran is not back to office and the problem will be rectified on the same day itself. After 30mins i again called Mr. Anand to know the schedule, that time Mr. Anand told that, Kiran will return to work on Saturday 26th Sep and the machine will be fixed 100%. On 26th Sep, I tried calling both Mr. Kiran and Mr. Anand, no one answered the phone. I messaged Mr. Anand (see attachment), I got a reply that, due to Bandh, office is closed, the machine will be fixed on Monday 28th Sep. (If he aware of Bandh on 26th Sep, why give false commitments??) Finally, I got number and mail id of Mr. Suraj (+91 [protected]), tried calling him, there was no response from him aswell. On 28th Mon, I tried calling Mr. Kiran on the morning, no response, tried calling Mr. Anand, got a message that he is in meeting. I spoke to Anand in the afternoon and Mr. Anand confirmed that Kiran has the board, the machine will be fixed by evening. In the evening I called Mr. Kiran, fortunately, he picked the call, he said he will visit me by 19:00Hrs. From 19:00hrs, i tried calling Kiran, and Mr. Anand, there was no response from both of them, Finally Mr. Anand, answered the call and tell me that, he will check with Kiran and tell me what is the status. For 30mins, I did not get any answer from him, I tried calling both of them again at 20:00, , they did not answer. I tried calling Mr. Suraj, he answered phone and tells that he is not aware of the issue. I asked him to take Conference call with Mr. Anand or Mr. Kiran. I understood from Suraj that, his phone does not have the facility ! ( In 2015, even road side mechanic has phone with conference call facility, being senior executive in GLOBAL COMPANY as IFB, i fail to accept that, Mr. Suraj's phone does not have the facility, or he did not want to take it) My machine is still down with laundry still pending for past two weeks. Myself being an engineer who provides best solutions to customer needs, I know how much committed, I am in solving customer issues. IFB's logo says "Set yourself free"; does the behaviour from IFB/ Service centre reflect that? I dont think so, after raising a complaint, i need to make 1000's calls to make you do your work. I guess the logo is for your employees, they are setting themselves free from all responsibilities ! Summary: I need my money back and i am scrapping my machine. I will buy a new washing machine as I have lost the trust in IFB Brand. Please let me know how can i get the money back, I will wait for 1day for an answer for this mail. I will not make any more phone calls to fix the machine, I need my money back ! PS: In today's world, where people are connected almost everywhere, I am worried about the culture that IFB is promoting. The manager's never attend customer calls, which is taken as accepted by the subordinates. They are damn bothered to answer calls from customers. I will consider this a day light robbery. God save the world !