[Resolved]  IFB Industries — Request for replacement of defective washing machine (Senorita Dx)

Address:

South West Delhi, Delhi

To
Mr. G. Dasgupta
President & CEO
IFB Industries Ltd
IND-5, Sector-1,
East Calcutta Township
Kolkata - 700107.

Date: 10 Jan, 2011

Dear Sir,

Sub: Request for replacement of defective washing machine (Senorita Dx)

It is regarding distressful time we have been going through since I purchased the IFB washing machine (Senorita DX) from DD Electronic, Dwarka, New Delhi, on 14th April 2008, paying Rs. 17, 500.00
After reading the following, I hope you will understand the situation and express similar opinion.

My Customer Code is : 1425551

It used to vibrate during the spinning cycle. When the vibration & Sound became excessive, I registered my first complaint no 1702613 for this issue in April 08. Now it’s been nearly 2 years since I am complaining for the excessive vibration & sound in my washing machine during the spinning cycle.

In one incidence, the machine vibrated & jumped so badly from its position that the inlet water pipe got disconnected leaving the to water fill up the house for full 2 hrs.

The machine was under warranty when the complaint was first registered & from Feb 10 to April 10, I was visited by an IFB Technician Mr. Ajay (Ph No [protected]). During his numerous visits he kept convincing me that this is the normal vibration & upon my further pursuance he suggested me one solution per visit like
1. Once I was told that machine is vibrating because it is not kept on even surface, for that I was made to buy a m/c stand worth Rs 990/-……...End Result no reduction in vibration & sound.
2. After this he told me that m/c may have salt deposits inside & then I was made to buy the de-sclaing powder worth Rs 1500/-...................End Result no reduction in vibration & sound.
3. By this time I was getting fed up with Mr Ajay& then I asked for a senior technician & mr Rajesh supposedly a senior technician visited me. He suggested that electric cable for the machine does not have a 3rd earthing line which causing the motor to over load & thus the vibration / sound. This logic was beyond my understanding as I am an Engineer myself but since I was so fed up I went ahead with his advise.............End Result no reduction in vibration & sound.

Upon further calling the IFB helpline, this time when Mr Ajay visited he changed the Water Pump. .............End Result no reduction in vibration & sound.

All of the above was done when the m/c was under warranty & since by this time the warranty was expiring so we were advised to buy the AMC. Obviously we went ahead with the advice to get the issue resolved.

The list of my complaints is as under:

Complaint No Dated
1. 1702613 15 April, 08
2. 2598104 8 Jan, 09
3. 2821094 15 March, 09
4. 4224755 06 March, 10
5. 4839122 26 July, 10
6. 4960968 18 Aug, 10
7. 5445719 19 Sep, 10
8. 5580435 18 Dec, 10 ……………Still Open. No action taken.

So many parts have been replaced till now
1. Water Pump
2. Rubber gasket
3. Lower shockers
4. Upper springs (3 nos)
5. Tub- Drum assembly along with the bearing.

.............End Result no reduction in vibration & sound.

Since I am a working female, all the above replacements took considerable amount of time & finally in end Nov, 10 Mr Ajay said that this is beyond his expertise. Now we were given the no of the Regional service Manager Mr. Yograj ( Ph No [protected]) to co-ordinate directly for further proceedance. Initially Mr. Yograj refused to accept that after replacing so many parts the m/c can still not work properly but as Mr. Ajay confirmed it, he agreed.

Furthermore to this the complaints have been closed without my consent to reflect that the problem has been attended & rectified. For instance, the customer care registered my complaints no 5445719 on 19 Nov 2010. On 15 Dec, 2010, when I called the customer care to check on the status of my complaint, I was informed that complaint is already closed. I asked the customer care to reopen the same complaint but she refused saying, they can only open a new complaint no 5580435 & not reopen the closed complaint no 5445719.

It is not the first time when my open complaint was closed to reflect the problem is attended when it is actually not.

In view of above stated facts, I have not been running the AUTOMATIC m/c in my absence & I have to be constantly around when it is on. I feel that I should have bought a much cheaper manual washing m/c compared to this expensive product which as it is behaving like a local product.

This kind of irresponsible & Hit n Trial approach does not go well with the image of a Company like IFB.

Past one year has been traumatic for me & I have wasted so many weekends for this issue. I am so so fed up with this product I demand an immediate redressal since the problem is beyond your expertise, it should either be replaced or my complete money be refunded with an immediate effect.

I have wasted enough time, so either you address my issue well or I am left with no choice but to go to the consumer court.

An extremely dissatisfied customer.
Ekta Yadav
Flat 474, Sanskriti Apartment
Dwarka Sector 19B
New Delhi -110075