[Resolved]  IFB Washing Machine — Water drainage problem

This is a copy of correspondace sent to M/s IFB after a dismal performance of its Washing Machine. This will highlight the harrasment I had to go through after purchasing the product.

This comes from a customer whose trust of IFB products has been shattered at a time when I ignored all the available products in the market and chose IFB. Please pay attention to the grievances I have now have regarding IFB product purchased by me and an under par service provided to me after purchase. I purchased an IFB washing machine on 18th December 2008. I hereby mention the proceedings of event that has upset me as a customer

- On 18/12/2008 an IFB washing machine was purchased by me from M/s Thermoking, Lajpat Nagar, New Delhi. The installation of the purchased machine was done only after 3 days of my purchase of the product, that too after frequent calls made to one Mr. KP Aggarwal, (Incharge, East Delhi)

-On 8th March, 2009, after almost three months of my purchase of the washing machine a problem occurred which disabled the washing machine completely. A complaint regarding the problem occurred was made thru telephone to customer care on the 9th March, 2009. An SMS posted to me conveyed the registration of my complaint and I was given a complaint number : 2803573.

-Since then it took quite a while for the help to reach us and it was on 12/3/2009, a got an opportunity to speak to Mr. KP Aggarwal, who assured me that the problem would be taken care of and soon a technician would visit our premises to rectify the problem. Surprisingly, no technician visited on 12/3/2009 and I had to call up Mr. KP Aggarwal again on 13/09/2009 to send someone to look into the problem. Mr. KP Aggarwal seems to be a very busy person and expects the customers to be patient, something that he himself is not at a time when a genuine call is made regarding a product that was purchased just 3 months back. On 13/03/2009, one technician did visit in the evening at 4:30pm but unfortunately, there is no electricity power (which off course is beyond our control) and the technician decided to return, with a promise that he will be back next morning. On 14/03/2009 the procedure of making calls to Mr. KP Aggarwal started from the morning and to my surprise Mr. KP Aggarwal said that the technician had visited yesterday and there was no electricity, so for a visit again you have to be “PATIENT”, when your turn comes. A call was then made by me to the customer care as well and I was shocked and shackled in that situation, as I was unable to get help from the company itself, from whom I purchased a product defying all other companies in the market. The technician, however, visited our premises on 14th March, 2009 at around 5 pm and checked the machine and found that the water pump was not functioning at all in the washing machine. At that moment I thought that here is a washing machine that I purchased 3 months back and the water pump was non functional. I wonder whether I made the right decision by purchasing an IFB washing machine? But that was not the end of the problem that needed a solution, there was harassment by Mr. KP Aggarwal awaiting us. Since the pump was non functional, I called up Mr. KPAggarwal and told him that I can come to his office and collect the water pump so that the problem is fixed on the same day. Mr. KP Aggarwal felt that my coming to his office to pick up the water pump was not a good idea as the technician’s working hours were about to get over and by the time I reach to him, the working hours would be over. I was then advised to remain “PATIENT” till 16th March 2009. Meanwhile I spoke to different people of M/s IFB and conveyed my grievances to them. Floor manager Mr. Shashi, was then contacted and he advised me to remain patient till 16th March 2009 as no action was possible before that.

Head customer care Mr. Raees was then contacted who sounded very confident in solving my problem and told me that in 10 minutes some one from M/s IFB would call me and solve the issue. No one called me for good 2 hours and I had to call up Mr. Raees again, who first apologized and advised me to be “PATIENT” and someone would definitely call me this time. Someone did call me up and that was Mr. Manish Lodha (Head of Sales, Delhi) and what I got from him was another assurance, that the problem would be fixed surely by 15/03/2009, 12 pm. I was a little relieved and believed that the problem would now be solved soon as the Head of Sales, Delhi had promised me. NO ONE EVEN CALLED ME UP FORGET ABOUT ANY TECHNICIAN VISITING OUR PREMISES. On 15th March 2009 when by 4pm no one visited us, I tried to speak to Mr. Manish Lodha but my call was not attended to, by him. I then called up customer care and this time I was made to speak to one Mr. Jasbir who gave one more assurance that the problem would be solved by the same evening. The problem was not solved and no one visited us.

On 16th of March 2009, frequent calls were made to Mr. KP Aggarwal and finally the help was sent to us and the water pump was replaced. I feel lucky that there were no further harassments to come my way.

NOW THE QUESTION IS, DID I DO THE RIGHT THING BY PURCHASING AN IFB PRODUCT ? Please help me with an answer Because, I make a full payment and purchase a washing machine. How come a new washing machine’s water pump became non functional in just three months of purchase. Was I given a genuine new product ? Despite my trust in your company’s product and spending my hard earned money on the purchase, why was I made to suffer so much by people responsible for after sales services. I am a regular tax payer to the Government of India and it I think I have a right to know that why a responsible citizen like me is made to suffer for no fault of mine’s. My trust on IFB products had been demolished and I am a highly dissatisfied customer and will not ever, even think of buying or recommending your product to any one. I look forward to a reply from M/s IFB on the harassment I have faced and I promise that I will be “PATIENT” again (as advised on numerous occasions by your people) for a reply from M/s IFB.

I am still awaiting reply from them and intend to carry forward my grievance till formal apology is made.