[Resolved]  IFB Washing Machine — Non attendance of complaints

Address:

Gurgaon, Haryana

I own an IFB Elena for which I also have an AMC.

My customer Id is 1576053.
My mobile number is [protected].

I regret to inform that my complaint for machine repair has not been resolved for more than the last 13 days.

I lodged a complain on 13th of October (number is not available with me but surely exists in your record) as my machine was making noise but the person from your office said that drain pipe is cut at places due to which the belt had got displaced but I could use the machine. As I used the machine next day it stopped working.

I lodged the complain again on 15th October (complain number 5273171) for which technician came and said the motor was not working which he would replace the next day. Next day he came and told me that by mistake he had brought wrong motor and since there is no other motor in stock he would get it as soon as it is available. I again rang up on Saturday (23rd) morning for which I was told that my complaint was shown as closed on 15th itself. So I had to lodge a fresh complain (complain number 5313100) which was forwarded to agency for urgent action. When I rang up the agency they told me that some other engineer will come and they will convey me the time when he will come but neither I received a call nor did the engineer come.

On Monday again when I rang up around 10.30 to find out the status I was told that engineer will be coming in an hour. While I was put on hold by lady on phone as she was talking to service engineer I could hear her saying " wo lady motor motor chilla rahi hai" ( that lady is crying motor motor) for which I told her to be at least be respectful to customers. Nobody however turned up the whole day. When I again rang up at your call center some body came in the evening after 6.30 only to tell me that whatever previous engineer had diagnosed was wrong and he will replace the new parts latest by Wednesday (27th October). He promised to do it on 26th itself parts are available and if not then he will call me to tell that. Since I was fed up calling the previous technician who would never pick up the phone I did not take his phone number neither I asked his name.

Today when I did not get any person I rang up your call center again. I took the number of your service agency head Mr Bhatnagar. This person had the policy of "offence is the best defense" so he started in a very rude tone and told me not to talk nonsense as he was a busy person and does not have time to listen all this from customers. He asked me (in shouting tone) whether he should send his engineer now or not. He was not even aware that my problem is continuing for last 12-13 days.He was not aware that his engineers and staff have been telling me that they have got motor issued in my name, he did not even know that anybody had visited my place on 25th, and also he said he could not give any assurance by what time my machine will be repaired. His tone was totally unacceptable to any person leave alone a lady.
Moreover, the person to be sent now will again check the machine to find out the fault suggesting that whatever previous two persons have checked has not gone into record.

These circumstances have forced me to think of moving to consumer forum if my problem is not resolved at the earliest.
The behavior of Mr Bhatnagar is not acceptable from a person representing an organisation like yours.