[Resolved]  IFB Industries — Charged deceitfully

Dear Sir/Madam,

Our IFB MICROWAVE (23BC3 model) had stopped working recently and we raised a ticket with IFB customer care requesting them to repair the machine. The ticket number related to this request was [[protected]]. We specifically mentioned on the call that our microwave is not in working condition and we would need someone to come and repair it. The IFB customer care representative acknowledged this and informed us that the cost for repair would be stated after seeing the condition of the machine, apart from the cost incurred for any replacements of spare parts and we have to pay service charge( Rs 354/- including GST ) as the machine is not in warranty.

Shortly afterwards, a technician had contacted us from IFB AUTHORISED SERVICE CENTRE (63C CHAKRABERIA ROAD KOLKATA[protected] mobile number [[protected]] his name was SARAUBH and asked us for the details of our location. Once the technician had arrived home, we turned on the microwave switch and showed him that its not working .

After checking the machine, he said there's some problem in one of the part which needs to be replaced. We asked him how much it would cost to which he mentioned that it would cost Rs.1850 plus service charge . He then immediately mentioned that we can get the repair done and get the damaged part changed as he was carrying with him, so we agreed to him as we hardly know about these machines and parts.


After changing the part, we made the payment (1850 for the part + service charge 354=2204)
Soon after I told him to leave the part with us which he had changed, to this he replied;no we cannot leave the part with the customer as they have to submit it back to their office.

So after a long argument, we called the Ifb customer service center, and then we told them the entire story, they said yes ma'am you can keep it with you, just mention the same on the card that the technician is going to take it back.

Besides, I inquired about the price of the part which he had already replaced and we had paid him too, the guy at the service center said the price was between 900 and 1000 INR.

The technician also tried to manipulate us, and the attendant of the service center, using the wrong name of the product. It was a capacitor, he kept calling it as “contulla switch”, neither did the attendant know about the part, nor did we.
Later we became aware that it was a capacitor
as we shared the picture of the piece through WhatsApp with him.

I asked him if we can take "AMC plan" he said it’s not available for our microwave, as the company has discontinued this model. We did not feel comfortable with his way of talking as it felt like he was simply trying to reduce his extra part of work, so I crossed check with the fib customer care, they said its available.It's really hard to know who to trust, who not to trust in this world.

To this, he simply asked us to pay Rs. 354 for the "visit" he made. We were quite surprised that he was literally charging us for absolutely no work from his end. We tried informing him that the customer care had mentioned the amount is to be paid for 'repair work', to which he simply again reiterated that the payment is for the visit. We felt cheated, however due to the technician threatening tone, we decided to pay him the amount of Rs. 354 via cash.

I have attached for your reference, the picture of the part(capacitor) which he took out, as well as the receipt the technician had given us after the payment was made.

I implore you to please look into this matter and send someone from the ifb team for inspection of my machine as i have already paid for the service charge which was falsely charged from us, at the earliest. Our opinion about IFB has always been really positive till this incident, and we look forward to carrying on with our high regard for IFB. Hoping you will rectify this one blemish at the soonest.

Thank you
Saniya Khan