[Resolved]  IFB Industries — Service not provided for the non-functional machine.

Address:

Chennai, Tamil Nadu

On 22-OCT-2012, I raised a complaint for the washing machine that it gives huge sound when the drum rotates. The machine itself moves from the actual place due to the drum rotation as it hits on the sides. A customer care person took the complaint, provided a complaint number[protected] and said that a service engineer will come the see the washing machine within 24 hrs. I was also said that the machine is still under warranty. The next day a service engineer just called to us but didn't reach the house to see the machine.

Then on 25-OCT-2012, I again called the customer care. A person named Muthu picked up the call. I said that I raised a complaint on 22-OCT-2012 and provided him the complaint number. Muthu said that because of pooja holidays, the engineer was unable to visit and provided a new complaint number 9659401. He also said the same "Service engineer will come the see the washing machine within 24 hrs". I also asked Muthu about the warranty of the machine. He said its still under warranty. But this time no one called and no one visited my house to look at the washing machine.

Then on 29-OCT-2012, I again called the customer care. A person named Mahesh picked up the call. I said him the same reason and provided the above two complaint numbers. He said Sorry, and said that he will mark this complaint with high importance and send to the higher officials also. He also said that the problem will be cleared today i.e. 29-OCT-2012. I also asked Mahesh about the warranty of the machine. He said its still under warranty. No one turned up.

On 20-Nov-2012, a engineer from IFB visited the machine. He said that the machine's warranty has been completed. Some parts got damaged in the machine which has to be replaced. It would cost around Rs. 4600, paying which the parts will be replace within a week. He said that he will provide his mobile number. After this I asked, Why should I pay for the damaged parts if the complaint raised was at the time of warranty and you people have visited the house after the warranty is completed. I asked him that, have you planned for this that the machine will be visited only after the warranty gets completed. He said that the for the previous complaint number "9659401" engineer have visited the machine and closed the complaint, I said no one have visited the machine. He said that mistaken has been committed from your side, we apologise for this. Then I said why should I pay for your mistake. I said him to replace the parts as per warranty, then I will avail a AMC. He said no you have to pay for the damaged parts. At last he said that he will confirm with the office people and get back to us. I asked his phone number he did not provide saying he will confirm with the office and then he will provide the phone number.

On 30-Nov-2012, I called the care again. The engineer said the call will be escalated to the seniors and a callback will be made.

I request for clearing this issue.
Please do the needful.