| Address: | South Delhi, Delhi |
Dear Sirs,
This is to bring to your attention that I had purchased 1 nos. fully automatic washing machine from Aakash Visions 47/5, Main Road, Yusuf Sarai, New Delhi on 28 December 2008. The prime factors for considering IFB, it's global leadership in the industry, specialization and focus on limited products, prompt and efficient after sales services. Since then the machine has been running and performing to the best of my expectation.
Before I proceed further on my subject I would highlight you about my health condition, I have got operated for my Left knee ligament is bed ridden and stays single in Delhi. This equipment has been really helpful to me.
However there occurred a small incident on this 7 Jan 2012, in which the machine stopped working as an when I switched it 'ON'. I have logged a complaint on the same day to the customer care - Complaint No. 8021299 and was informed that a technician will visit and rectify the complaint within 48 hours.
After waiting for 48 hours on Monday evening I called up the customer care again stating that no technician has visited yet. So they again
highlighted the complaint to the my local service center. The person visited on 9 Jan 2012 at 7pm after my call and inspected that the PCB
board is faulty.
He said that your equipment is in extended and shall be replaced free of cost, however I don't have part right now and shall come tomorrow to change the part. After 2 days when he didn't return I called up the customer care and again enquired about my complaint status. They then gave me the contact no. of service center[protected], [protected].
I called up the service center and they said that they will get the part by 13 Jan 2012 and close the complaint by 14 Jan 2012. However nobody again bothered to call or close the complaint.
Then again I called up customer care and service center and they gave an excuse that do not know as the part has not arrived our centers and you can talk to company directly. I had a word with Mr. Prabhat Sharma [protected], he assured that he will close the complaint asap.
But since then Mr. Prabhat is not picking up calls and service center says they are helpless and I should take the matter with Mr. Prabhat only. Also no senior has come forward to close the matter. And when I ask the contact details then they say we can not give the numbers.
This is to inform you the facts stating the extremely callous and indifferent approach of company's staff.
Yesterday they were saying that it will take another 5 days to get the part i.e. by Tuesday 24 Jan 2012.
Days passed by and I kept enquiring and a similar answer is given.This process of making phone calls kept on for four days and then today Mr. Prabhat picked up the call and says he has got missed calls but still didn't call back and has no excuse.
Such has been the callousness and irresponsibility towards customer service.
This has given us a wrong flavour of company’s responsibility towards attending service calls within warranty. I now wonder how in future would the company maintain the promises of promptness in providing services.
Sir, I'm a sales professional, we have been serving 24x7 to resolve the customer's complaints.
Your kind intervention is solicited we are now suffering great agony and depression due to the behavior and inaction of the executive.
Prayed accordingly.
Ankur Ranolia
[protected]
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