IFB Industries Complaints & Reviews

Date: 04 Aug 2012


Mr Gautam Dasgupta
Managing Director
IFB


INDIFFERENT RESPONSE TO CUSTOMER SERVICE

Dear Sir,

1. It is to inform you that on 04 Jul 2012, I, the undersigned, transported, from Dehradun to Misa (Approx 150 Km from Gauhati), by truck, my IFB washing machine model number DIGITAL SX 6 Kg, Ser No WT DIG SX B[protected], purchased on 11 Jul 2010 vide bill No RB-4626 from Shyam Lal Krishan Lal, Sadar Bazaar, Delhi Cantt .

2. Before transporting the washing machine, I had requested your customer care to direct a technician at Dehradun to pack the washing machine properly with transit bolt. On my request Mr Ashok (technician whose mobile number is [protected]) alongwith one more gentleman from your company were sent to my place for the packing on 02 Jul 2012. Before coming over to my residence Mr Ashok had appraised me of the financial implications for the packing, which included service charges of approx Rs. 550/- and transit bolt cost of approx Rs. 350/-. I agreed to bear both the amount.

3. On my repeated requests to secure the drum of the washing machine with transit bolt, I was told by Mr Ashok that he had forgotten to bring along the transit bolt and that the same was not required. He stuffed thermocol pieces adjacent to the drum and assured me that the drum will not move at all and the machine is in an extremely safe condition to be transported by truck to Misa.

4. Also, I was assured by Mr Ashok of free unpacking/servicing all over India by one of your technicians on logging a request with your customer care.

5. Thereafter, I was handed over a cash memo with following details, duly signed by myself as well as Mr Ashok:

(a) IFB Industries Limited
HCL Compound, Niranjanpur, Dehradun
CST No DD[protected]
TIN No [protected]
(b) Book No 02
(c) Serial No 099
(d) Date 02/07/2012
(e) Job No 31150
(f) Amount Rs. 562/-



6. On reaching Misa and on checking the transported household goods on 16 Jul 2012, it was found that the said washing machine, which was packed properly in a crate, has been damaged. The drum had broken loose as it was not secured using transit bolt and has caused a major damage inside the washing machine, which is clearly visible from the rear as the rear panel also has been torn apart. It seems that that the washing machine has been damaged beyond repair.

7. I made repeated requests with your customer care to direct your technician to unpack and assess the damage and replace the washing machine, if required, as the damage has been caused due to negligence on part of your company’s representative.

8. The details of my requests/complaint logged with your customer care as follows:

(a) Customer ID 2379908.
(b) Complaint Nos:
(i) 9242635 (on 19 Jul 2012).
(ii) 9296147 (on 28 Jul 2012).

9. Apart from these dates, I had been requesting your customer care executives very frequently to expedite my request. Every time I called them up, only response I got was that someone will be immediately sent to my place within 48 hours. It was was 336 hours since 19 Jul 2012 (date of my first request) that Mr Rajni Kant Das (a technician) from your company came to my place at Misa to assess the damage..

10. Other responses that I have got were as follows:

(a) I was time and again given numbers of your Gauhati service centre ([protected]/[protected]) where a lady by the name of Miss/Mrs Mrinalini keept assuring me of immediate response.
(b) Or I was told by your customer care executive to contact your Naogaon service centre ([protected]) in Assam directly for immediate solution.

11. Mr Rajni Kant Das (the technician whose mobile number is [protected]) handed me over a job card, whose details are as follows:

(a) Ser No 1180.
(b) Date of visit 01/08/2012.
(c) Guwahati service station.
(d) [protected]@ifbglobal.com.

12. On 02 Aug 2012, I again spoke to Mr Rajni Kant Das to know the status of my complaint. He appraised me that I need to pay repair charges to get my washing machine back in shape.




13. I asked him that if I had to pay then what was the point of getting the washing machine packed by Mr Ashok (your company representative) and that it was Mr Ashok’s fault and because of his negligence the washing machine was damaged. To which Mr Rajni Kant replied that I need to speak to the Gauhati service centre. On speaking to Mr Partho ([protected]) at Gauhati service centre, I was directed by him to speak to Naogaon service centre, which is not at all involved in the chain. Then I was again directed to speak to your customer care centre.

14. I spoke to Mr Prateek at your customer care on 03 Aug 2012 and explained to him in detail all the problems. It seemed as if he was in too much of a hurry to listen to my grievances and was repeatedly asking me to speak to Gauhati service centre. On requesting him to provide me with a complaint number for the complaint, I was astonished to receive the same request number ie “9296147” which was provided to me by your customer care on 28 Jul 2012, which was for unpacking the washing machine.

15. Then, I demanded to speak to one of your senior customer care executives and I was put through to Mr Shashikool. Finally, I found someone in your customer care centre who gave me a patient hearing and assured me some positive feedback after consulting his superior authority.

16. Though assured of some quality service, I am yet to receive any feedback on my case.

17. I would request you to kindly intervene and resolve the issue at the earliest lest it reaches the threshold level and turn me into an anti-IFB campaigner.

18. Also, I would request you to advice your customer care executives not to play this game of tennis with customers. I had faith and quality assurance in IFB because of which I bought the washing machine and a microwave oven duly recommended by my father who also possesses the same models of washing machine and microwave oven.

19. Hope your company will take appropriate actions to restore the faith. I will also be mailing you this letter through registered post lest this complaint does not reach your through this network.

20. In expectation of a positive and early response.



Ramu Ranganathan
Mobile : [protected]




Date: 05 Aug 2012


Mr Gautam Dasgupta
Managing Director


Dear Mr Dasgupta

1. In continuation with my earlier mail dated 04 Aug 2012 expressing my grievances towards the services being provided by IFB, I would like to appraise you of the latest development.

2. On 04 Aug 2012, I got a prompt response from Mr Rituraj Kumar (mobile number [protected]) of your company. He was the first person from your company who gave me a patient hearing, for which I am extremely grateful to him. He also obliged me with his mobile number and asked me call him up for any further queries.

3. I was appraised by Mr Rituraj that I need to pay for the repairs that will be carried out by your company.

4. Following are my contentions:

(a) If I need to pay then what was the point of me getting my washing machine packed by your technician?
(b) Why did I pay the service charges to your company to get my washing machine packed?
(c) It was not my fault that the washing machine got damaged. It was packed by your company’s technician and I was given false assurances by your company technician of its safety.

5. Though Mr Rituraj Kumar gave me a patient hearing, he could not convince me of the following:

(a) He said that your company does not cover damages incurred during transit even after paying and getting it packed by your company technician, which sounded ridiculous to me!
(b) He stuck to his version of payment for repairs.
(c) He also gave me an option to go for exchange offer. Which again did not address my grievances and sounded ridiculous!

6. On 05 Aug 2012, I called up Mr Rituraj and asked him to give me in writing that I need to pay for the repair works of the washing machine. To this Mr Rituraj has confirmed that he will consult his higher authorities and get back to me.

7. I would request you to find a way to get me a replacement for the damaged washing machine or get it repaired. I am not willing to bear the cost of the repairs as the fault is at the company’s end and I believe the company must fulfil its obligations of customer service especially when it has charged me for packing the machine.

8. Or I would request the company to give me in writing (as requested in para 6) its inability to carry out repairs without charging me, so that I can take up the case with appropriate customer forum.

9. A registered letter also follows.

Regards

Ramu Ranganathan

We are suffering with a Spare part availability for last 14ays fo my IFB washing machine....only god knows when the part will be available. Fail to understand howcome in a technologically advanced wrold when info is available at a click howcome IFB doesnt knows about its own system.

my complaint no is 9248016

Even worse is the service franchisee: SM ENTERPRISES and its owner MR. Agarwal [protected] who is sooooo soooo rude to talk and arrogant. I DONT KNOW WHY IFB HIRES SUCH FRANCISES AND OUTSOURCES IT TO SO INEFFICIENT PEOPLE.

Not too sure when i will get a resolution and just living in HOPE.....FAIL TO UNDERSTAND WHY THIS HAPPENS ONLY IN INDIA.

Manish

IFB = IGNORE FORGET the BUYER


Complaint Process Flow :

Complaint : Heavy noise and major vibrations in the IFB Washing Machine model Digital 5.5 Sr. No. WT DIG5.5 B2270
Date : 2nd July 2012 on the customer care no. 39004321 with Mr. Prateek.
Complaint no. : 9137175.

After a week : no one turned up against the service request.
Called 2nd time : Given the phone no. of the local service agency of IFB. The no. given was[protected] and the contact person was Ms. Ritu. To my utter surprise the lady on the phone was highly arrogant and did not even bothered to have the complaint no.
Result : No one turned up from the agency also.
Called 3rd time : Given the phone no. of the owner of the local agency.
Local Agency Owner : Mr. K.C. Agarwal
Phone No. : [protected] (Never picks up the calls)
Called 4th time : Given the no. of the Service Incharge
Service Incharge : Mr. Joginder
Phone No. : [protected]
Mr. Joginder told that my warranty has expired. He told me that the warranty was only for two years. When confronted that this is nowhere mentioned on the Warranty card he told that as per company policy the machines brought in 2008 had two years warranty only.
Called 5th time : Given the no. of the Branch Head Delhi
Branch Head Delhi : Ms. Geetanjali
Phone No. :[protected],[protected]
The phone was answered by Ms. Abha and was never directed to Ms. Geetanjali. Ms. Abha told me that she will look into the matter and if nobody turns up then I should register the complaint on [protected]@ifbglobal.com

Now till 1st of Aug 2012 complete one month after registering the complaint nobody from IFB has turned up till date. So as an ignored customer I am writing this complaint. Hope somebody from IFB listens to this complaint.

I have also directed this complaint to the following mail addresses as well :

[protected]@ifbglobal.com,
[protected]@ifbappliances.com,
[protected]@ifbglobal.com,
[protected]@ifbappliances.com
[protected]@ifbglobal.com,
[protected]@ifbappliances.com
[protected]@ifbglobal.com,
[protected]@ifbappliances.com
[protected]@ifbglobal.com,
[protected]@ifbappliances.com
[protected]@ifbglobal.com,
[protected]@ifbappliances.com
[protected]@ifbglobal.com
[protected]@ifbappliances.com

Hope this will reach to someone responsible in IFB.

Although seeing the complaints about IFB online on the below mentioned link i have less hope.

http://www.consumercomplaints.in/complaints/ifb-washing-machine-poor-customer-se...⇄

Dear Sir,

SUB: Very Very poor Service Support of your Hyderabad service Center.

I am having a IFB washing machine which I purchased one month back and the machine was working fine.But the Machine is Earth (Power Supply) at backside of the Machine.I contactedyour 24 hour help line at 5 times but there is no responce.

I could not believe such a poor response and in efficient service support of IFB.

I am totally dissatisfied by the poor service support of IFB and I never expect such a inefficient support from IFB.

I am brining this to your knowledge because your company may loose several customers like me because of the poor service support of your Trichy service center even though the product is excellent. I hope you will take corrective action sothat IFB will not loose its client like me.

Sorry for the inconvenience caused

Thanking you

Yours faithfully

M. Ramakrisha,
Nijampet Road,
Hyderabad.

Phno:[protected]

I bought IFB Washing Machine Senorita couple of years ago. The person who came for installation forced us to buy stand, Washing powder and other powders to use and said that those are mandatory to buy and use or else they would not do service. We bought. During the first service, we heard heavy noise while using the WM, when asked, the service man said, it is normal to get this kind of sound while drying cloths. Few months ago, we found that water is leaking at the bottom, we filed a complaint and a service man came home to check it, he just tightened a bolt nut and asked for Rs 350. He said, if we attend the complaint, it is mandatory to pay that amount, hence we paid. He forced us to go for AMC, we denied.

Recently, I filed a complaint regarding the sound that we hear, a service man came and said spring, belt and bearing has to be replaced and it would be Rs 4500 along with the Labour change. And forced me to go for AMC which is of the same cost. He also forced us to pay the service charge for that visit, even though he did not rectify the issue.

I went for IFB for a good service but we are not getting it, instead they are forcing us to go for AMC. I registered a complaint in the official site of IFB, but no response as yet.

Please can you help resolving the issue.

Dear Sir/ Madam,
I bought my IFB front loading washing machine in Dec 2009. It still falls in the warranty period which is 4 yrs from the date of purchase. On the 12 th of July I had lodged a complaint in your call centre that my machine is not working. The official from the service centre came the next day to check the machine and said that it was not functioning because it was overloaded. However, it did not function the very next day as well. As a PROTOCOL i RE- LODGED THE COMPLAINT again in the call centre on 14th, then the 23rd, then 26th, 27th, 28th and then the 30th but in vain. Everytime I called there was somebody new who was attending to me and I re explained the problem to them again and again and I was always told that my complaint was officially lodged only on the 26th since there was a technical error in the system previously. Each one of them told me that services would be prvided with 24hrs but nothing has happened till date. In the meanwile I called the official service centre of my area on the 28th to check if they have received a message from the company.I was told that they had just got the message and the service personell would come only when there are no rains. It is the 31st of July today and I am still looking for help for my washing machine to function. We are a working doctor couple with a hectic schedule and my work is paralysed because my washing machine is not functioning for 20 days now. If these are the after sale services of your company and if the people at your service centers have such a callous attitude then I'm sorry to say IFB makes false promises to the public to hike its sales. There is nothing like service within 24hrs!!!!!!!!!!! I am petrified now since it is now an everyday routine for us to just make calls and receive no help. I have been patient enough but nothing seems to be happening. My customer code is 414362. My ticket no. is 9281562 and I am based in Delhi. Looking forward to your kind co operation.

Following are the emails which drew blank from IFB and there is no response from them.

From: "Babu Rao" Thu, 26 Jul '12 10:01aTo: "ajsifb "Show full Headers | View blocked images
Dear sirs,
It is already more than 72 hours on working days but there is no response either from you or from your office at Hyderabad indicating how indifferent you are to the customer problems. As you have not bothered to respond/rectify I would like to escalate it further till my problem is addressed.
Thanks and regards,
K. Babu Rao
[protected]/[protected]

From: "Babu Rao"Sent: Sun, 22 Jul 2012 11:29:32
To: "[protected]@gmail.com"
Subject: POOR SERVICE
Dear Service Partner,
I have taken AMC ( with rubber and plastic parts) from you on 24.12.2011 vide your bill no 12036 for my IFB machine SENORITA DX 5.5 Kg with the expectation that you would take care of the machine in giving trouble free service. I regret to inform you that the service is of the lowest form and that too is not available when is required. The following points will describe the poor level of service rendered by your Hyderabad office.
1. For 6 months no one from your office bothered to do any service under AMC.
2. When the machine started giving problems starting with dislocation of detergent rack to automatic intermediate stoppages, leakages, there was indifferent attitude from your office to rectify the problems.
3. After rigorous follow up, the micro chip of the machine was changed twice but the problem of automatic stopping after half an hour from the start and leaking from bottom is still continuing.
4. The problem is still continuing for the last 20- 25 days and we are still living with it. Many times we have informed your office to send some one to attend when the problem arises but no action was taken. I feel your technical people are unable to understand the problem.
Today we have started the machine and after one hour we went to check the machine which has stopped (all the indicator lights went off though power was available)and soiled the floor with soapy water leaked from the machine. Accidents are possible by slipping on unsuspecting floor because of the problem with the machine.
I AM TOTALLY DISAPPOINTED WITH THE SERVICE AND THE ATTITUDE OF YOUR OFFICE AND AM NOT SURE WHEN THE PROBLEM WHICH IS ALMOST PERSISTING FOR ABOUT 25 DAYS WILL BE RECTIFIED.I WANT YOU TO DEPLOY AN ABLE TECHNICAL PERSON TO RECTIFY THE PROBLEM IMMEDIATELY. SINCE FOR 6 MONTHS THERE WAS NO SERVICE FROM YOUR END THE AMC WHICH WOULD EXPIRE ON 23/12/2012 MUST BE EXTENDED BY SIX MONTHS UPTO 23/06/2013.AMC MUST BE RESPECED AND REGULAR SERVICE NEEDS TO BE DONE.IF THE PROBLEMS ARE NOT ADDRESSED IN REASONABLE TIME I WOULD NOT HESITATE TO GO TO CONSUMER FORUM.
Thanks and regards,
K. Babu Rao
[protected]/[protected]

Machine is under warranty (up to October 2012). My Complaint No. 8788086, complaint registered April2012. Complaint is : Front balancing stone broken. Service engineer attended immediately and he said same will be replaced with in one or two days. After that i called local franchisee and they said this is closed, you pl. contact IFB toll free no. i called toll free no. and they given one cell ([protected])and again i called that number. the person i resigned my job. again i called toll free number they given another no. [protected]. he also said resigned and it is continued like this....... finally they given new franchisee number [protected] and [protected]. you don't believe more than 30 times i discussed with these people, every time they will tell your item not yet received or they will tell the item we received from IFb with damage. like this 3 months gone till they are not serviced my washing machine.

IFB offers poor service, my washing machine is under AMC and following with IFB people to get it repaired for 3 months and IFB technicians are useless and they take more time to get it resolved. People in tiruvallur area dont buy ifb machines.

Dear Concerned,
Reference to the Complaint No 9146031 dated 3rd June 2012 (and earlier complains :8470197 dated to April month), I want to bring to your notice the pathetic service being provided by your company. Many complaints(9146031,8470197) have been logged for the past 2 months at your customer care but till date no proper resolution has been provided. After a frequent number of service from the date of purchase, every 3 months once the machine always gives a problem. Now since the machine has not been operated for a period of 1.5 months and the service from your team is so poor, I would like to place a request to the IFB company to replace the complete machine with Original parts that can guarantee to service me for at least 2 years without giving any problem or further complains.

Pls get the same resolved in next 24 hours or I will be forced to go to Consumer court.

Other Inputs:
Model number:AW7233
Date of purchase: 25/9/2012 (the day delivered)
Invoice no: 11687

regards,
M.R.Sudhakar.

Washing machine is not functioning properly its belt slipped off form the drum & the drum makes noice while rotating.

REGARDS
Jayaseelan

I have raised a complaint against repair in my IFB washing machine (model Serena VX) by calling IFB customer care. Serviceman from IFB came and removed the faulty board. After 2 days they told they dont have stock of that board since the machine is new model. It is been four weeks now, still they have not changed the board and they have also closed the compaint which i have raised. Highly irritated with the customer service provided by IFB

E1error is frequently seen .also water flow in the machine is very slow

turntable rotator broken

We have purchased IFB washing machine (Elena model) in the year 2006. It was working fine till last week. From last week on wards the machine is not working. hence we logged a complaint asking to rectify the machine. The first engineer who came to the house had no clue what exactly is the problem, went back stating he will come and do it next week. Later another engineer came, diagnosed the mistake and said drum is not working, hence needs to be replaced. He is putting pressure on us to go for AMC contract by paying Rs.2,500 without diagnosing what exactly is the issue.

Considering the poor quality of services, we were really fed up, wanting not do the repair at all and sign any AMC contract, instead go for another brand washig machine.

We are a family of brand conscious people when coming to choosing washing machine, 4 of our families have IFB washing machines.

With the quality of services rendered by IFB people, the brand image is fading, hence thinking of changing the brand loyalty from IFB to SAMSUNG (which one of my neighbours is having and is rendering good services to its customer)

Complainant : K Krishnamurthy
No.17, Rangapuram, Sathuvachary,
Vellore , Tamlinadu
Mail id :[protected]@yahoo.co.in

I OWN AN ifb WASHING MACHINE THE MOTOR MOUNTING RUBBER PARTS ARE WORN , ON ASKING THE SAME FROM IFB SERVICE & STORE AT BAKSHI KA TALAB lUCKNOW THEY HAVE REFUSED TO GIVE THE SPARE PARTS RATHER THEY ARE INSTING FOR COMPLAINT SO THAT THEY CAN SEND THERIR SERVICE PERSON FOR ATTANDING THE SIMPLE ISSUE & CHARGE FOR THE SAME.
THIS IS REDICULUS AS TO IF I CAN CHANGE THE RUBBER PARTS THEY ARE FORCEFULLY GIVING THE SPARES ONLY ON CHARGING THE SERVICE CHARGE OF THEIR SERVICE PERSON.
IFB IS COMPLETE CHEAT

i registered a complaint on 11 july till today evening 13 july nobody has turned up customer care says the people will come within 24 hrs this is a great torture.

HIIIIIIIIIIIIII


DEAR FRIENDS....
PLEASE NEVER JOIN AT IFBI AT BHUBANESWAR......
they giving some false promise and and giving some waste training for 3 months...they also taking some money and saying sweet words...their behavior also very rude....
if any query free to ask mee

I had purchased IFB washing machine in aug'11directly from company through service station. After installing by vadodara service center engineer. From 3rd day, it started giving abnormal sound when spinning cycle starts. given complain to call center, engineer visited my place & on checking he found that lock of door ( one lock) is broken.As per his report the other door lock is also damaged.engineer told that as they don't have door lock in stock they have to order from ahemdabad . till date, they have not reparied my machine. Now it seems that the other lock which was damaged also broken as machine is giving very abnormal sound when it starts spinning. I had Given 3 times complain to call center , also contacted vadodara service center manager Mr. dinesh bhai, also contacted mr. Prashant ( mostly gujarat region manager) on his cel no: [protected] about 6-7 times. but no one is giving reponse. Mr. Prashant had assured me to attend my machine by 5th July. but still no one came to attend.

uday dalal

Hello,

I am writing to you due to the trauma and agony I am undergoing with the kind of service being rendered by IFB in repairing my microwave Owen model # 17PM1S. I have registered it under AMC since last year; however multiple complaints in the last 6 months have not been addressed.
It started off with fault in the heating unit which was duly replaced but immediately after that the timer circuit board stopped functioning.
The technician dismantled the circuit board with a promise of replacing it back, however did not turn up after that. It has been 5 months ( Feb'12) since then and not a day goes without a call being made to the IFB customer care and service center and each time they have an excuse of either the spare part not available or model not in production. Couple of months ago in April'12 they took away the entire machine stating they would repair it at their factory and get it back and the same story continued with no response.
Now I am fed up and want my Owen back in any condition and also the AMC needs to be returned back to me as they have not been able to fix the problem till date.

Please help at the earliest.

Ananthakrishnan
Ph : [protected]
Bangalore