[Resolved]  IFB, Washing Machine, Senorita Dx — Poor quality machine, do not care for customer complaint and satisfaction, poor after sales service

To,
Dr. G. Dasgupta,
President, CEO
IFB Industries Limited
Home Appliance Division
Plot No. IND5, Sector 1
East Calcutta Township
Kolkata, West Bengal - 700107

SUB: Request for replacement of defective washing machine

Dear Sir,

It is regarding horrible situation we have been facing since purchase of IFB washing machine (Senorita DX) from Vijay Sales, Mumbai, Chembur branch, on 8th July 2008, paying Rs. 17, 990.00 (Sales Invoice no. 25-CH07-08SIAO 227, Dated 10/07/2008, Order No. 25-CH07-08SO248) under exchange of old washing machine. After reading the following, I hope you will understand the situation and express similar opinion.

1. Within a month of installation, the machine started vibrating like anything. After our complaint to IFB service center, service engineer attended found that one of the legs of the machine was missing and in place there was a rubber pad. We surprised how it was possible and why we were not informed! As you understand, we didn’t receive any suitable answer from service personnel.
2. Then within next one more month, the machine became fully dead. The service personnel detected the problem as main mother board had gone completely bad and the same was replaced. We wanted replacement but the service engineer was not ready for that. Instead, he gave verbal assurance that if any problem occurs in future the machine will be replaced. Now running after service personnel for so many months, we have understood that what mistake we did not sticking to our stand of replacement and listening to “sweet voices” of service personnel. Their simple and clear-cut policy is that somehow linger the problem and let the warranty period be over!
3. After that the machine has been giving continuous problem of vibration and making very nosy and knocking-like sound. We regularly complain about that and some service man attends the problem and does this and that. For one week or so, machine vibrates less, sound becomes less, but gradually the machine goes back to its original mode of vibration and making sound. This cycle is going on – we complain, service engineer attends, problem subsides for the time being, problem recurs within very short period of time, and again we complain. Please refer to your complaint-log book to find out the fact and see that the nature of complaint is always same.
4. In recent days the problem is very acute. It appears that while spinning, the drum is hitting the body and making very random intolerable huge sound. We are really very much disappointed and frustrated observing the attitude of service personnel.
5. First (6/3/2009), one person came and reported there was no problem in the machine. If we buy four rubber caps for the legs from them, the problem will be solved. We bought (Invoice no. 11833) but the problem remained same.
6. Second (31/3/09), another person came and replied the same as the first person replied. This time he wanted us to buy LIMO powder for Rs. 1500.00 as it would surely solve the problem of the machine. We bought (Invoice no. 12031) that too paying Rs. 1500.00 but the problem was not solved.
7. Third (13/4/2009), another person came and broke the back side of the body to rectify the problem. Please note that, I repeat again that the third person broke the back side of the body. Still, the problem remained same.
8. Fourth 16/4/2009), another person who introduced himself as Mr. Sagar Rai came and that too he came after our continuous effort of two-days-follow-up. He was also not able to solve the problem but replaced the shock absorbers on 17/4/2009. Vibration now has become little less but knocking-sound with lesser intensity still persists.
9. As we asked for replacement of the machine, Mr. Sagar replied that he would report it to the office and Mr. Manjunath, who only can take decision, would contact me. Mr. Manjunath has not contacted me so far. In fact, I have been trying to contact him on phone numbers:[protected],[protected],[protected], [protected]. But, I always get the same reply from receptionist of his office (Authorized Franchise of IFB, Above Tarun Automobile, Opp. Glass Factory, Pestom Sagar Road No. 4, Chembur – 400089) that “Mr. Manjunath is busy in meeting. Please call after 15 minutes.”

Hope, you have now understood that it has become our monthly routine to complain about the machine and run after service personnel! Please tell us how long we need to run after them! After purchasing the machine, we have at least lodged complaint 10 to 12 times and the nature of compliant is same. Please, refer to your complaint-log book to verify and clarify it.

Looking into above-mentioned facts, will it be irrational if we say that we have got a defective product! But, the most unfortunate thing is that we did not realize it when the mother board of the machine had to be replaced within two months of purchase. We just believed “sweet voices” of your service personnel and now have been facing the consequences - from mother board to shock absorbers have already been changed, on top of that back side of the body is broken. So, one can easily guess what is the fate of the machine and value of paying Rs. 17, 990.00 under exchange offer. We sincerely put our following demands before you:

1. Replacement of the machine as early as possible
2. Take back LIMO’s packets sold by service engineer telling lie and return our money.

I understand if you do not pay attention, I have nothing in my hand to do with you but I will be left with the option of knocking at the door of consumer court. I am sure nothing such will happen as till now I have not approached the right person like you who really cares for the customers, customer’s satisfaction and reputation of the company.

Hope to receive an early reply with clear directive how to get the replacement of the machine.

Thanking you,

Yours truly,



Asim Kar
Division of Remote Handling and Robotics
Bhaba Atomic Research Center
Trombay, Mumbai
400085

cc.

1. Authorized Franchise of IFB
Above Tarun Automobiles, Opp. Glass Factory,
Pestom Sagar Road No. 4, Chembur – 400089

2. Vijay Sales
Bezzola Complex
V. N. Purav Marg
Sion-Trombay Road
Chembur
Mumbai – 400071

3. Vijay Sales
384, Veer Saverkar Marg
Opp Siddhi Vinayak Temple
Prabhadevi, Mumbai - 400025