IFB Washing Machine : AMC Contract No. 6909 (26 Jun 08 to 25 Jun 09)
Sir,
I wish to bring to your notice that I had taken the above mentioned AMC fully paid for in advance on 26 Jun 2008.
On 14 May 09 at about 12 noon, I had registered my complaint no. 3026928, as my IFB washing machine was not working. I was assured that the machine would be attended to the same day after 1630 hrs. Noone has contacted me or attended the complaint.
I contacted the call center again on 15 May 09. They assured that they would expedite the case. The call center gave me the contact no. of Mr. Ravi, the franchisee at (Hebbal), - on contacting him he said he was not responsible for my area. Mr. Ravi gave me another contact no., this no. was a wrong no.
I again contact the call center, who gave me another contact no. of Vijay Lakshmi Enterprises. On contacting this franchisee, the first reaction of the lady on the phone was to state that I was to contact another francisee. On varifying the address of Vijay Lakshmi Enterprises, I found that it was less that ONE km. from my house.
I was certain that this was the very franchisee that had made the AMC and collected the AMC fees. On taking Mr. NOOR's name, from her organisation who had collected the cheque from me, then she agree to send a technician by 1700 hrs the same evening ( 15 May 09 ). At 1800 hrs, when I contacted Vijay Lakshmi Enterprises again, they told me that the technician has been given the work order and will be attending to my complaint.
The technician did not come on 15 May 09.
On 16 May 09, I contacted Vijay Lakshmi Enterprises, again. They told me that Mr. Sendil is the technician who has been detailed to attend to my complaint, his mob. no. [protected] was given to me. I contacted Mr. Sendil, he said he would come by 1 PM. After 1 PM his phone was switched off. At about 5PM I contacted him, he said he would be in my house by 6 PM. At 6 PM, when I contacted him he told me that he is travelling towards my house, - he never arrived and also switched off his phone thereafter and was able to contact him only on Monday 18 May 09 at 10.30 am. The said that he will be with me by 12 noon, however, another person Mr. Nawas was sent at 1PM.
The mortor was replaced with a reconditioned one which is not working. Today, 19 May 09 the franchisee assured me that they will send another motor, which has not happened until 12 noon, 19 May 09.
On all days, from 15 May to 19 May 09, I have contacted and reported the matter to the call center about this franchisee's behaviour, who have stated that the only help they can render, is by sending a reminder to the franchisee.
On 19 May 09, I contacted the call center, they inform me that my previous complaint has been successfully attended too, hence closed. A new complaint has been registered as no. 3043967.
From the above experience, it seems that a customer having taken an AMC is at the mercy of the franchisee, who are arrogant, irresponsible, unprofessional, lack adequate knowledge & training and have no clue about customer service or care.
Lt. Col. V.A. Joseph
12/1 Cassuriana Street
Bharathi Nagar
Bangalore 560001
Phone No. :[protected]
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