[Resolved]  IFB Wm Senorita Dlx 5.5 Kg — No resolution of complaint for repair under warranty for last 16 days.

Address:

Delhi

copied below is registered letter sent to IFB Head office
To
Mr. Dasgupta,
President & CEO,
IFB Industries Ltd.,
Corporate Office,
Home Appliances Division,
Plot No. IND 5
East Calcutta Township, 12.09.2012
Kolkata, West Bengal, 700107


Dear Mr. Dasgupta,

I am writing to you as a completely harassed and disappointed customer. I have had an IFB machine for the past 20 years (first bought directly with the reference of Mr. G Dasgupta, am not sure that is you). My first machine was a wonderful experience and about 3- 4 years back, when I first had a major problem with the machine, the harassment began.
The technician was more interested in making his own money, and advised changing the drum, this being done and paid for, he said the body had to be changed. For all this of course the money was never receipted for and the person disappeared without the machine being fixed. Anyway, the end result was that after all these changes, I had a useless machine and had no option but to go in for a new one.

I bought the IFB WM Senorita DLX 5.5 kg on the 24/02/2010. The machine was sold to me as a fabulous piece with a 4 year warrantee. (Invoice copy attached). Given my experience with your after care, this warrantee was especially appealing.

Of course, the technician installing the machine was prompt and great at selling additional products worth 2240/- (copy attached).

I ran into problems with my new acquisition in Dec 2011 itself. The complaint was lodged as No 7779675 on Monday the 5/12/2011 and I had to make umpteen calls to even get a response. Finally one technician arrived and could not solve the problem and after many calls to customer care and then IFB office with numbers of junior, senior management, various technicians etc being given, the problem was finally resolved and a technician called Santosh sent.

On the 5/9/2012., I faced my second major problem, were the machine cycle stopped at a certain time in the wash cycle and the active button kept blinking in cycles of 8 times each. The complaint was registered as 10079587. It is today the 12/9/2012 and no one has bothered to attend to this matter - IFB has made a complete joke of the service and a mockery of the warrantee. I have written in your complaint cell but got absolutely no response.

Prior to all this, a technician called Raghuvendra arrived from the local franchisee (Magic Services and Marketing) after 4 calls. He was a novice, more interested that I buy their powder, and insisted that the machine was fine by turning the knob through the different cycles within a total of 2 minutes. I have had an IFB machine for 22 years now and I kept telling him that I have stood personally and tried to restart the machine, but he just would not listen. Finally I wrote a complaint on his report and hoped they would respond. But as expected no one bothered.
Again the whole cycle began. I was given technicians numbers which were switched off, owner of franchisee numbers, which never picked up, senior IFB personnel, who never bothered. Finally, the same technician of one year earlier, called Amrinder (or Santosh), arrived (seems he is the only one who knows his job). He figured a major problem with the automatic panel and with the drum, which he said was making sounds it should not be. This I was not even giving attention to. HE promised to come over by the evening and change the panel and in a few days the drum as well. This was 4 days back. The number he wrote in my IFB book was a 7 digit non existent number. I am still waiting and have meanwhile called customer care, been given some senior IFB rep numbers again, including one Geetanjali (sr manager) who was not called on the phone and one Abha, who promised action and a definite call back from Geetanjali.

I cannot believe a respected name in the Industry can have such poor and shoddy after care service. This is my 3rd such separate incident of facing really poor service.

I am writing to you directly with a hope that you would personally intervene to have this resolved and if possible change a machine which in its 2nd year is already giving so much trouble.

Thanks and regards

Nandini Mehra Yadav
B 10/ 7425, Vasant Kunj,
New Delhi
Mobile +[protected].

PS. It is now the 13/9/2012. The machine is indicating a problem in the beginning itself. Another 4 calls to your customer care has yielded a sweet voice and no technician visit. I am truly amazed.
PPS: Today is the 20/9/12 and still no visit after many more calls and complaints……