[Resolved]  IFB Washing Machine Digital Sx 6 Kg — Denial of Services Promised by the Company

Address:

Nagaon, Assam

Date: 04 Aug 2012


Mr Gautam Dasgupta
Managing Director
IFB


INDIFFERENT RESPONSE TO CUSTOMER SERVICE

Dear Sir,

1. It is to inform you that on 04 Jul 2012, I, the undersigned, transported, from Dehradun to Misa (Approx 150 Km from Gauhati), by truck, my IFB washing machine model number DIGITAL SX 6 Kg, Ser No WT DIG SX B[protected], purchased on 11 Jul 2010 vide bill No RB-4626 from Shyam Lal Krishan Lal, Sadar Bazaar, Delhi Cantt .

2. Before transporting the washing machine, I had requested your customer care to direct a technician at Dehradun to pack the washing machine properly with transit bolt. On my request Mr Ashok (technician whose mobile number is [protected]) alongwith one more gentleman from your company were sent to my place for the packing on 02 Jul 2012. Before coming over to my residence Mr Ashok had appraised me of the financial implications for the packing, which included service charges of approx Rs. 550/- and transit bolt cost of approx Rs. 350/-. I agreed to bear both the amount.

3. On my repeated requests to secure the drum of the washing machine with transit bolt, I was told by Mr Ashok that he had forgotten to bring along the transit bolt and that the same was not required. He stuffed thermocol pieces adjacent to the drum and assured me that the drum will not move at all and the machine is in an extremely safe condition to be transported by truck to Misa.

4. Also, I was assured by Mr Ashok of free unpacking/servicing all over India by one of your technicians on logging a request with your customer care.

5. Thereafter, I was handed over a cash memo with following details, duly signed by myself as well as Mr Ashok:

(a) IFB Industries Limited
HCL Compound, Niranjanpur, Dehradun
CST No DD[protected]
TIN No [protected]
(b) Book No 02
(c) Serial No 099
(d) Date 02/07/2012
(e) Job No 31150
(f) Amount Rs. 562/-



6. On reaching Misa and on checking the transported household goods on 16 Jul 2012, it was found that the said washing machine, which was packed properly in a crate, has been damaged. The drum had broken loose as it was not secured using transit bolt and has caused a major damage inside the washing machine, which is clearly visible from the rear as the rear panel also has been torn apart. It seems that that the washing machine has been damaged beyond repair.

7. I made repeated requests with your customer care to direct your technician to unpack and assess the damage and replace the washing machine, if required, as the damage has been caused due to negligence on part of your company’s representative.

8. The details of my requests/complaint logged with your customer care as follows:

(a) Customer ID 2379908.
(b) Complaint Nos:
(i) 9242635 (on 19 Jul 2012).
(ii) 9296147 (on 28 Jul 2012).

9. Apart from these dates, I had been requesting your customer care executives very frequently to expedite my request. Every time I called them up, only response I got was that someone will be immediately sent to my place within 48 hours. It was was 336 hours since 19 Jul 2012 (date of my first request) that Mr Rajni Kant Das (a technician) from your company came to my place at Misa to assess the damage..

10. Other responses that I have got were as follows:

(a) I was time and again given numbers of your Gauhati service centre ([protected]/[protected]) where a lady by the name of Miss/Mrs Mrinalini keept assuring me of immediate response.
(b) Or I was told by your customer care executive to contact your Naogaon service centre ([protected]) in Assam directly for immediate solution.

11. Mr Rajni Kant Das (the technician whose mobile number is [protected]) handed me over a job card, whose details are as follows:

(a) Ser No 1180.
(b) Date of visit 01/08/2012.
(c) Guwahati service station.
(d) [protected]@ifbglobal.com.

12. On 02 Aug 2012, I again spoke to Mr Rajni Kant Das to know the status of my complaint. He appraised me that I need to pay repair charges to get my washing machine back in shape.




13. I asked him that if I had to pay then what was the point of getting the washing machine packed by Mr Ashok (your company representative) and that it was Mr Ashok’s fault and because of his negligence the washing machine was damaged. To which Mr Rajni Kant replied that I need to speak to the Gauhati service centre. On speaking to Mr Partho ([protected]) at Gauhati service centre, I was directed by him to speak to Naogaon service centre, which is not at all involved in the chain. Then I was again directed to speak to your customer care centre.

14. I spoke to Mr Prateek at your customer care on 03 Aug 2012 and explained to him in detail all the problems. It seemed as if he was in too much of a hurry to listen to my grievances and was repeatedly asking me to speak to Gauhati service centre. On requesting him to provide me with a complaint number for the complaint, I was astonished to receive the same request number ie “9296147” which was provided to me by your customer care on 28 Jul 2012, which was for unpacking the washing machine.

15. Then, I demanded to speak to one of your senior customer care executives and I was put through to Mr Shashikool. Finally, I found someone in your customer care centre who gave me a patient hearing and assured me some positive feedback after consulting his superior authority.

16. Though assured of some quality service, I am yet to receive any feedback on my case.

17. I would request you to kindly intervene and resolve the issue at the earliest lest it reaches the threshold level and turn me into an anti-IFB campaigner.

18. Also, I would request you to advice your customer care executives not to play this game of tennis with customers. I had faith and quality assurance in IFB because of which I bought the washing machine and a microwave oven duly recommended by my father who also possesses the same models of washing machine and microwave oven.

19. Hope your company will take appropriate actions to restore the faith. I will also be mailing you this letter through registered post lest this complaint does not reach your through this network.

20. In expectation of a positive and early response.



Ramu Ranganathan
Mobile : [protected]




Date: 05 Aug 2012


Mr Gautam Dasgupta
Managing Director


Dear Mr Dasgupta

1. In continuation with my earlier mail dated 04 Aug 2012 expressing my grievances towards the services being provided by IFB, I would like to appraise you of the latest development.

2. On 04 Aug 2012, I got a prompt response from Mr Rituraj Kumar (mobile number [protected]) of your company. He was the first person from your company who gave me a patient hearing, for which I am extremely grateful to him. He also obliged me with his mobile number and asked me call him up for any further queries.

3. I was appraised by Mr Rituraj that I need to pay for the repairs that will be carried out by your company.

4. Following are my contentions:

(a) If I need to pay then what was the point of me getting my washing machine packed by your technician?
(b) Why did I pay the service charges to your company to get my washing machine packed?
(c) It was not my fault that the washing machine got damaged. It was packed by your company’s technician and I was given false assurances by your company technician of its safety.

5. Though Mr Rituraj Kumar gave me a patient hearing, he could not convince me of the following:

(a) He said that your company does not cover damages incurred during transit even after paying and getting it packed by your company technician, which sounded ridiculous to me!
(b) He stuck to his version of payment for repairs.
(c) He also gave me an option to go for exchange offer. Which again did not address my grievances and sounded ridiculous!

6. On 05 Aug 2012, I called up Mr Rituraj and asked him to give me in writing that I need to pay for the repair works of the washing machine. To this Mr Rituraj has confirmed that he will consult his higher authorities and get back to me.

7. I would request you to find a way to get me a replacement for the damaged washing machine or get it repaired. I am not willing to bear the cost of the repairs as the fault is at the company’s end and I believe the company must fulfil its obligations of customer service especially when it has charged me for packing the machine.

8. Or I would request the company to give me in writing (as requested in para 6) its inability to carry out repairs without charging me, so that I can take up the case with appropriate customer forum.

9. A registered letter also follows.

Regards

Ramu Ranganathan