[Resolved]  IFB Industries — spares faulty

Address:

Goa

From,
Pankaj V. Amrujkar,
H.No. 470, Wadacha wada ,
Bordem, Bicholim- Goa.
Date: 21/01/2013.
Mob. No. [protected].
Pin 403504
I had lodged a complaint in IFB customer care somewhere around July 2011 against non working of my machine. The warranty of my machine expired on 20/04/2011. This means that my machine worked for just 2months from the date of expiry of warranty. Because of this the complaint was particularly lodged. But, Till May 2012 there was no follow up from customer care. Mean while I was in continuous touch with IFB Customer Care for updatating my complaint. Somewhere around March 2012, I personally visited the dealer who manages to send one Technician who checked the machine and told me that the motor of the machine is shortened. I was shocked to know that the motor of such a machine which costs around Rs. 17,000.00 is getting shortened just within 2-3 months of completing warranty period. This fact was discussed with customer care executive who told me that since my machine’s problem is genuine, senior executive will call me. Till May 2012 none of IFB’s senior person tried to contact me to discuss about the problem. Again in May 2012, I called IFB customer care when they renewed the complaint and after some days around Dec 2012 the same technician whom I had contacted before called me up and told me that this time he is send by the company and since he was knowing the problem, he directly told me that the motor has to be replaced by my own cost.
So, I just want to know what type of standards IFB is maintaining if the heart of the machine i.e. motor , the circuit boards etc. are becoming faulty within 2 to 2 1/2 years of purchase and customers has to pay for that after every 3 months.
Within the warranty period IFB’s technician are suppose to come for servicing or check up after 12 months and after 24 months from the date of purchase. At least they are supposed to get feedback from the users, which they normally don’t do.
None of an Engineer neither the technician turned up nor anyone called me to get customer feedback from when I have purchased the machine. Mean while around second week of Jan. 2011 circuit card is changed which costed me around Rs.1200.00. Again, just after 8-9 months my machine has stopped functioning because of motor is Faulty.
IFB, Being such a reputed company I do not expect that after every six month I have to replace some or the other part of the machine. The basic cost of machine during the time of purchase was around Rs. 17,000.00. Non working of motor in just 2 ¼ years of such a reputed company machine whose price is also higher compared to the other companies washing machine is not acceptable.
Again on 20/02/2013 I contacted IFB C.C. who assured me that they will help me out and also they apologized for the delay they made in solving this complaint. Also they requested me to e mail my complaint once again. One Mr. Bhatia from IFB, Goa contacted me on my cell after sending the mail and he also assured me that he is going to help me out. He told me that service executive will call me by evening of 20/02/2013, but there was no such call from any of IFB staff.
On 21/02/2013, a technician called me up and he again told me the same thing which was agreed by them before. He told me to pay for the spares and he is not going to charge for the service. So, I again called up C.C. at around 11.30 am. When they promise me that they will have a word with the service executive or so and they will call me back after 1 hour. Till 4.00 pm there was again no such call from C.C., So, I again called them and asked for the reason why they didn’t called me till that time. As usual again they apologized and told me that they or any of their senior executive is going to call me back.
I may like to bring to your notice that IFB C.C. has not only delayed in solving the customer issue from last 1 ½ year but they have also misguided me by keeping me on hope that they are going to solve the issue. Every time I could hear that that my issue is going to be solved and every time they (Customer Care) is just updating my complaint on the latest date when I called them to know about the status of my complaint.
I feel that I am not liable for any payment to be done against such machine part which does not last even for six months from expiry of warranty. If they are producing such type of machines with ISI standards and with such huge price then these companies are to be highlighted and action has to be taken for looting the customers.
I hope for a proper solution of the above problem at the earliest as possible.