[Resolved]  IFB, Washing Machine, Senorita Dx — Do not care for customer's complaint and satisfaction, poor quality machine

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: Recent development based on my earlier complaint dated 20/4/2009

Dear Sir,

Thank you for your kind and prompt intervention based on my previous complaint. At least, Mr. Mitesh Jain and Mr. Iggy Gonjalvis from Mumbai branch inspected the machine and heard us patiently. But, I am very sorry to say that instead of giving the replacement or refunding the money, they are also trying to divert the problem to some other direction like other service personnel did before. Most frustrating part is that they say, “Your machine is absolutely alright!” Then, why was mother board changed? Why was back side of the machine-body broken by service personnel if there was no problem? Why does your department want to change the back cover now? This incidence itself proves many things. Why was shock absorbers changed? Please note that we were against of changing shock absorber, we wanted replacement then only and which was mentioned clearly in my earlier complaint. Mr. Sagar Rai, who changed the shock absorber, informed us that irrespective of changing or not changing shock-absorber claim of replacement can be made as the machine is under warranty. Moreover, according to him it was better to change as procedure for replacement would take some time and we could operate the machine by that time. I don’t know whether he wanted to misguide us or was a genuine well wisher! After changing the shock absorber, knocking-like sound with less intensity still persists. But, your representatives, Mr. Mitesh and Mr. Gonjalvis term it as normal, whereas we hear distinct knocking-like sound which was not in the beginning. I do not understand how smartly, coolly, consistently and shamelessly your service personnel are telling lie without hesitation and giving false report!

As you understand the machine supplied was defective, within eight months of purchase many important parts (mother board and shock absorber, etc.) are changed and we have lost confidence on the machine as well as service personnel, I earnestly request you to make arrangement for replacement of the machine or refunding money and take back LIMO and refund our money.

The funniest part is that whenever I talk about refunding money spent for LIMO sold by Mr. Chandan by telling lie (please refer to my earlier complaint for detail), they promise to settle the matter as early as possible. After that I just do not get any response! If I make further enquiry, I receive the same reply. It goes on! It appears to me that they are not at all bothered for company’s reputation, quality assurance of the product, and customer’s complaint, inconvenience and satisfaction. They are just interested in testing customer’s patience and killing their time to linger the problem. Even, they are not ready to answer my question, “Why will not be replacement or refund given in this case of genuine problem?”
All email communication made with Mr. Mitesh are enclosed herewith for your kind information. I earnestly request you to go through those to understand the situation as well as to understand who tells lie and who does not. You will also find in the communication that they want to extend the warranty period by three months. I don’t understand why they want to extend the warranty period if there is no problem with the machine!

It is not only a question of money I had spent on a faulty machine but also a matter of harassment we have been facing from service personnel. So, I request you to reply or instruct branch office of Mumbai to reply me in writing citing reason “Why will not be replacement or refund given?” If I do not receive any reply on or before 15th May 2009, I will understand you are ignoring my complaint and demand and at that case I will take the case to consumer court.

Thanks again for your kind intervention and taking positive interest to resolve the matter. But, unfortunately we are not getting much response from Mumbai branch.

Yours truly,


(Asim Kar)
Division of Remote Handling and Robotics
Bhaba Atomic Research Centre
Trombay, Mumbai
400085

Enclosure:

1. All email communication made with Mr. Mithes Jain.
2. A copy of my earlier complaint.

Cc.

1. Mr. Iggy Gonjalvis
IFB Industry Limited
Solaris -2
Unit No. 1, 2, 3, 4
Opp. L & T Gate No. 6
Saki Vihar Road
Powai
Andheri East, Mumbai

2. Vijay Sales
Bezzola Complex
V. N. Purav Marg
Sion-Trombay Road
Chembur
Mumbai - 400071
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Aug 14, 2020
Complaint marked as Resolved 
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Comments

i also brought ifb elena delux from ethos electronics chembur four month back, inbuilt heater grounded since last three month i call custmor care four time they sent person but everybody assured that we will change the heater but all four didnt came back to change the heater, this is very poor service for customer .
IFB simply does not care. The worst machine to buy in the market. Sales people will sell you the product as they make more commission and give you all sorts pf promises but the machine does not live up to its hype.

Buyers beware!
Dear Sirs,

I own one senorita Dx bought about one month back and one Executive elite bought 4 yrs back. The executive elite had all the defects I can tell and the service personnel came to my door promptly but their action to the complaint was not very prompt and they never wanted to hear us they say they know better and wanted to drag the same till the warranty was over.

I reside at chennai and my area was covered by one of their franchisee and in january this year they appointed another franchaisee who has been given the area where I stay. Unfortunately my warranty also ended in January and on my repeated complaints no one attended and after a lot of struggle I could manage to get the service personnel for the AMC in the month of March and was surprised to know what they show on the web site is not true and the warranty for plastic parts is not covered in Tamil Nadu. I think for a national company they have differrent policy for differrent states and this is no where mentioned in the web site. I was forced to go for an AMC which is with out rubber poarts and since then I have been asking their service department to direct me to their service manager or national incharge, to my regret I have no reply.

I happened to see this complaint which is also was handled very irresponsibly, hence I thought I could post my comments and hope the IFB management would do some thing to sort out my problem too.

As regards the Senorita Dx i too feel there is so problem in the design becoz the shock absorbers are making some type of hissing sound while washing which I never heard in my Executive Elite machine but yet to make any complaint.

I think the IFB needs to take things serious as the competetors are more aggressive and once the front loading machines were IFB's monopoly but not today.

I hope earnestly there will be some action to my plea.

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