[Resolved] IFB Washing Machine — Casual attitude and no customer service | |
My IFB washing machine is under AMC and I am in Mumbai. I logged the call on 3rd Oct for faulty knob, water plus option not working, intermittently door problem, annual maintenance. 5th Oct engineer come in without the knowledge of what exactly the problem was and what he is suppose to do. Understanding the problem ... he gives the answer, unless machine is turned on I can't do anything. So knob has to be replaced to look at other problems. Will check for the availability of the part and then fix other issues - it may take weeks time and leaves. Me and my husband being working people, have maid at home who call me to talk to the engineer when he come home everytime. 8th Oct another engineer comes, fix the knob and put for regular maintenance (cleaning of drum with powder) and leaves... after few hours when checked its stuck (hanging). Switch off and switch on... Time delay is set default. You select any option Time delay starts... somehow try to stop and press start - none of the options - soak, pre-wash, intensive wash - works. Also that engineer was not able to open the front panel, he has struggled and has literally made so much of scratches on the chasis ... washing machine looks so odd. I had maintained it so well... it is horrible now. Then again I call up IFB help line and ask them send some qualified engineer. They send some engineer only on 10th Oct. He comes, checks the machine and when spoke to him, he said all is fixed. Three options like water plus, additional rinse and rinse hold buttons are faulty, the rest are fine and its working... I have checked. When I am back home and check, he has fixed nothing. Now its two more days passed, no one has turned up. IFB helpline does not have outbound facility and hence they cannot call any of the service managers. They have been giving me different different manager's number of service center every time when I call. I have already got 4 service center managers number. Also have a land line number of Incharge of Mumbai (no mobile number). The managers at Mumbai are not even attending the calls. I am not able to under stand the reasons for this casual attitude. All managers mobile just rings and no one pick up the calls. In spite of the repeated request to the help line no qualified service persons are attending the call. Was this information helpful? | |
Mar 17, 2017 Complaint marked as Resolved Verified Support Jun 23, 2016 IFB Industries Customer Care's response Dear Govindarajan, We regret the inconvenience caused to you. We have escalated your concern and will attend to it immediately. Assuring you our best services. IFB Team. | |
 12 Comments | |
Comments
IFB people are insensitive. I have a similiar problem for last one year at Faridabad. I used to be an ambessodor for IFB products once upon a time but after using their digital washing machine and monitoring their attitude towards for customer service for last five years I feel they are the biggest cheaters with the customers. They are marketing a good product but woth a customer service. If any official from IFB has the courage to speak to me, he can call me at [protected], I will tell them what they are. I am so frustrated with their customer service that I want to shoot the officer in-charge.
regards
pawan kumar
Faridabad-India
regards
pawan kumar
Faridabad-India
I fully agrre with the indifferent and cool behaviour of the IFB service centre at Faridabad.
I think the Area Manager, Akshay need to be taught the basics of Customer Service.
I think the Area Manager, Akshay need to be taught the basics of Customer Service.
I totally agree. I am going through my 2nd episode with these guys over my Digital Washing machine and I must say I am totally disgusted. We have been getting the run-around for the past two weeks and not gotten anywhere even now...we have had a parade of totally incompetent service technicians who have no clue, come with a random board replace and hope it all works out! My wife has already made 30+ calls to anybody and everybody and nothing seems to bother these service franchises. They just don't care and their technicians lie through their teeth.
Never again buy another IFB product. I am going to actively discourage others from buying as well. Isn't their a class-action lawsuit or something we can file against these ? Too bad, they have a good product but their service ruins everything.
Never again buy another IFB product. I am going to actively discourage others from buying as well. Isn't their a class-action lawsuit or something we can file against these ? Too bad, they have a good product but their service ruins everything.
I am having IFB Elite 5 Kg and my Complaint No.4052461. Though I have made complaint on 21.01.2010. The service staff attended only on 25.01.2010 and the complaint was not attended properly due to the negligence of service in Puducherry. My protracted attempts for the redressal of my grievinces to your staff have all proved futile. Till date my complaint is not attended and the IFB Washing Machine is kept idle for the past 15 days due to your unresponsive attitude. I am pained and frustrated about your very poor service. I have lost hope that the machine will be attended properly by your service staff with deep regret.
I am having IFB Elite 5 Kg and my Complaint No.4052461. Though I have made complaint on 21.01.2010. The service staff attended only on 25.01.2010 and the complaint was not attended properly due to the negligence of service in Puducherry. My protracted attempts for the redressal of my grievinces to your staff have all proved futile. Till date my complaint is not attended and the IFB Washing Machine is kept idle for the past 15 days due to your unresponsive attitude. I am pained and frustrated about your very poor service. I have lost hope that the machine will be attended properly by your service staff with deep regret.
I am having IFB Elite 5 Kg and my Complaint No.4052461. Though I have made complaint on 21.01.2010. The service staff attended only on 25.01.2010 and the complaint was not attended properly due to the negligence of service in Puducherry. My protracted attempts for the redressal of my grievinces to your staff have all proved futile. Till date my complaint is not attended and the IFB Washing Machine is kept idle for the past 15 days due to your unresponsive attitude. I am pained and frustrated about your very poor service. I have lost hope that the machine will be attended properly by your service staff with deep regret.
What do you do when poor customer service affects your wife so much so that she loses sleep, and you need to spend a few hours each day pacifying her? You make sure that others get a chance to learn from your horrendous experience. So here goes …
Lets start with IFB’s vision statement which as per their website is as follows:
IFB will be synonymous with Innovation & Technology in its chosen fields of business activities.
IFB will excel in Quality & Services to be in consonance with Global Standards.
I can assure you that on point 1 above – I could not agree more with IFB. The innovation is this: you can buy IFB products at very competitive rates. Its just that you will need to be prepared to spend in excess of Rs 3000 each year maintaining it! (I am sure the sales rep would not have told you about that bit). The parts are designed to fail at regular intervals, and since the electronic parts don’t come cheap, you need to pay through your nose to keep your product working.
On point 2, I can speak from experience that its a bunch of baloney. Don’t be fooled by it. The guiding customer service principles in IFB seems to be the following:
a. Lie indiscriminately to the customer. Treat them like dirt.
b. Give them multiple telephone numbers and ask them to speak to countless IFB reps – so that you can keep them busy – like rats in a huge maze.
c. Never ever take ownership of a customer’s issue/ complaint. By extension of this principle, never ever call back a customer or let them know what is going on. (Even if the customer calls back 50 times a day).
After a history of poor customer service experience with IFB, I decided I could not remain silent after the latest fiasco – details below.
12th March 2010: My 3 year old Elena 5 KG Washing Mahine stops working again (2nd time this year). Complaint number 4249324 logged with IFB’s customer service rep (call was made to[protected]
12th March 2010: Was promised that the technician would come home in 24 hours and fix the problem
13th March 2010: Technician calls and confirms the address. He requests us to wait till 15th or 16th.
15th March 2010: No news from anyone attached to IFB
16th March 2010: No news from anyone attached to IFB. When we chased this with IFB we were informed that 16th was a holiday due to new year celebrations in the neighboring states (Karnataka and Andhra Pradesh)
17th March 2010: No news from anyone attached to IFB. As usual, we chased several times with IFB, we were now given the chennai franchisee’s number and the regional franchisee manager’s cellphone number. (Yes, you guessed it – IFB Customer Service Policy mandates that the customer be given at least 5-6 different telephone numbers, so that they can beg more people associated with IFB for mercy!).
We were promised by the franchisee manager that the technician would be at our doorstep at 3:00 PM.
3:00 PM came and went but no sign of the technician. We called and spoke to the franchisee manager again. The manager told us the technician was held up in another home. I lost my cool at hearing that and asked why a false commitment was given to me. (I was on Loss of Pay leave that day). The manager then changes track and tells me to speak to the technician who is now sitting right next to her! The technician promises to come in 20 minutes. I wait till 11:00 PM and go to bed.
18th March 2010: No response from IFB. Unable to reach IFB reps in Chennai – they now disconnect calls from me indiscriminately.
19th March 2010: No response from IFB. Call them in the morning. IFB regional head is called, we are assured that the complaint will be resolved in 24 hours.
They promise that someone will come along before the day is over. When no body comes till 3:00 PM, I call them back. They conference in the technician who starts lying to IFB rep about how he came home and was told that there was no problem with the washing machine. When the technician is informed that the customer is on the line, the technician caught unawares hangs up.
20th March 2010: No response from IFB. Speak to the IFB Customer Support people for the 100th time. I already knmow their answer by heart now – they will send an escalation mail! Calls to the vadapalani office are unanswered, they don’t pick calls from us anymore. So we play a trick on them, we call IFB Customer Support and have them conference us in. Spoke to the technician and he promises to come by 12:00 PM. A promise which was of course broken. What else do you expect from IFB? I have learnt to expect only consistently poor customer service – that for the first time in my life is affecting my wife and me and creating unwelcome difficulty in managing our household chores.
Acording to IFB’s mission statement: “Continuously maximizing company’s wealth by manufacturing and marketing best quality engineering products that go into daily life.”
What’s missing here? You cannot hope to just manufacture products and forget about the need to service the products!
Lets start with IFB’s vision statement which as per their website is as follows:
IFB will be synonymous with Innovation & Technology in its chosen fields of business activities.
IFB will excel in Quality & Services to be in consonance with Global Standards.
I can assure you that on point 1 above – I could not agree more with IFB. The innovation is this: you can buy IFB products at very competitive rates. Its just that you will need to be prepared to spend in excess of Rs 3000 each year maintaining it! (I am sure the sales rep would not have told you about that bit). The parts are designed to fail at regular intervals, and since the electronic parts don’t come cheap, you need to pay through your nose to keep your product working.
On point 2, I can speak from experience that its a bunch of baloney. Don’t be fooled by it. The guiding customer service principles in IFB seems to be the following:
a. Lie indiscriminately to the customer. Treat them like dirt.
b. Give them multiple telephone numbers and ask them to speak to countless IFB reps – so that you can keep them busy – like rats in a huge maze.
c. Never ever take ownership of a customer’s issue/ complaint. By extension of this principle, never ever call back a customer or let them know what is going on. (Even if the customer calls back 50 times a day).
After a history of poor customer service experience with IFB, I decided I could not remain silent after the latest fiasco – details below.
12th March 2010: My 3 year old Elena 5 KG Washing Mahine stops working again (2nd time this year). Complaint number 4249324 logged with IFB’s customer service rep (call was made to[protected]
12th March 2010: Was promised that the technician would come home in 24 hours and fix the problem
13th March 2010: Technician calls and confirms the address. He requests us to wait till 15th or 16th.
15th March 2010: No news from anyone attached to IFB
16th March 2010: No news from anyone attached to IFB. When we chased this with IFB we were informed that 16th was a holiday due to new year celebrations in the neighboring states (Karnataka and Andhra Pradesh)
17th March 2010: No news from anyone attached to IFB. As usual, we chased several times with IFB, we were now given the chennai franchisee’s number and the regional franchisee manager’s cellphone number. (Yes, you guessed it – IFB Customer Service Policy mandates that the customer be given at least 5-6 different telephone numbers, so that they can beg more people associated with IFB for mercy!).
We were promised by the franchisee manager that the technician would be at our doorstep at 3:00 PM.
3:00 PM came and went but no sign of the technician. We called and spoke to the franchisee manager again. The manager told us the technician was held up in another home. I lost my cool at hearing that and asked why a false commitment was given to me. (I was on Loss of Pay leave that day). The manager then changes track and tells me to speak to the technician who is now sitting right next to her! The technician promises to come in 20 minutes. I wait till 11:00 PM and go to bed.
18th March 2010: No response from IFB. Unable to reach IFB reps in Chennai – they now disconnect calls from me indiscriminately.
19th March 2010: No response from IFB. Call them in the morning. IFB regional head is called, we are assured that the complaint will be resolved in 24 hours.
They promise that someone will come along before the day is over. When no body comes till 3:00 PM, I call them back. They conference in the technician who starts lying to IFB rep about how he came home and was told that there was no problem with the washing machine. When the technician is informed that the customer is on the line, the technician caught unawares hangs up.
20th March 2010: No response from IFB. Speak to the IFB Customer Support people for the 100th time. I already knmow their answer by heart now – they will send an escalation mail! Calls to the vadapalani office are unanswered, they don’t pick calls from us anymore. So we play a trick on them, we call IFB Customer Support and have them conference us in. Spoke to the technician and he promises to come by 12:00 PM. A promise which was of course broken. What else do you expect from IFB? I have learnt to expect only consistently poor customer service – that for the first time in my life is affecting my wife and me and creating unwelcome difficulty in managing our household chores.
Acording to IFB’s mission statement: “Continuously maximizing company’s wealth by manufacturing and marketing best quality engineering products that go into daily life.”
What’s missing here? You cannot hope to just manufacture products and forget about the need to service the products!
IFB WASHING MACHINE — ATTITUDE
my customer id is 450619.I bought a senator washing machine tfrom the IFB SHOWROOM AT TADBUND ON 23/MAY/2007.It is under amc till the 23/may 2011.I AM HAVING ALOT OF PROBLEMS WITH THE SERVICE CENTRE.The complaint I had booked on the 8/may/2010 is yet to be attended inspite of multiple phone calls to the so called 'SERVICE CENTRE'I want to know whom they are serving.They pick up the phone rarely and give evasive answers to my queries.1The manager is on leave.2There is nobody in the office.3They are on leave.3They are at a high level conference.4They are away on a wedding.5They have just left for an emergency.What is the IFB doing?Are they getting any revenue from the phone calls to the service centre?MY SINCERE SUGGESTION TO FUTURE WASHING MACHINE BUYERS' DO NOT SELECT WASHING MACHINES IFB MAKES.EVEN IF YOU[MY WIFE IS 67 AND A DIABETIC AND I AM73 AND HAD OPEN HEART SURGERY AND WE DO NOT WANT ANY BODY TO DO OUR WASHING] IT IS BETTER NOT TO GO FOR IFB.THE SERVICE IS NOT PROMPT.THEY ARE ADEPT IN EVADING ISSUES14/JUNE 2010 MY IFB WASHINGMACHINE STOPPED WORKINK ON 2ND APRIL 2011, I COMPLAINED FOR IT ON 3RD APRIL 2011.NOBODY TURNED ON TILL 14TH APRIL 2011. I, AGAIN CONTACTED THE CALL CENTRE, AND AFTER THAT ON 15APRIL 2011 . A PERSON NAMED AMIT TURNED TO US AND TOLD THAT ALL PARTS ARE NOT AVAILABLE CURRENTLY .HE ALSO TOOK SOME MONEY FROM MY MOTHER, DIDN'T EVEN GAVE ANY RECEIVINGS.AND PROMISED TO COME ON 18TH APRIL, BUT, ALAS! WE ARE STILL WAITING FOR THAT PERSON TO TURN UP. I AM A RESIDENT OF SECTOR 14 ROHINI, DELHI-85. I CAN REALLY NOW SAY THAT IT IS BETTER TO USE SOME OTHER BRAND THAN IFB. VATSYAYAN'S
My customer ID is 1614272 and complaint No. is 7027913, I am really surprised by having such poor customer service from IFB, I personnaly request you that you should stop selling your products if you can't provide after sales service. I have posted my complements on 26.09.11
and till date i am looking for my mechine to be repaired.
and till date i am looking for my mechine to be repaired.
washing machine problem
I feel that my washing machine got problem, my self called to ifb service center on[protected], at pondicherry, still no body has not attend the service. customer id ; 3761796Customer satisfaction rating Customer satisfaction rating is a complex algorithm that helps our users determine how good
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regards
pawan kumar
Faridabad-India