[Resolved]  IFB Industries — Dishwasher ~ 5 months since order

Dishwasher ordered on 16-sep. Delivered on 25th Nov.
installation attempted on - 28th Nov. Faulty machine, replacement initiated by technician. Informed IFB point from where it was purchased.

From the ordered date ~ 110 days still no machine installed.
From demo installation fail date ~ 37 days, faulty machine is still at customer place and no second technician has visited.
From Escalation to customer care/IFB point ~ 33 days

On Top of that there is no update to the emails sent. Sri Durga Enterprises from who an IFP technician came to install does not even know about the status and they say we are not responsible.

IFB point HSR layout from where the machine was brought does not know when replacement will be done, they are just pushing days. !!!

Email discussions with Customer care with no Udpates.

IFB Customer Service
Dec 2, 2020, 2:10 PM
to me

Dear Mr. xxxxxxx,

Greetings from IFB!

This is in reference to your email expressing concern over non-functioning of your IFB dishwasher.
We apologize the inconvenience caused to you and appreciate your cooperation in this regard.

We would like to inform you that first our service ambassador will visit you and suggest you if replacement is required.

Based on your complaint, we have registered a ticket with reference number [protected] and arranged a service ambassador visit at your address to diagnose the issue with your IFB dishwasher. Kindly check the identity card and show your warranty papers to service ambassador. He will assist you within 96 hours. We are looking into your order, Please allow a some time, we are forwarding your issue to our concern team and they will shortly get in touch with you.

Our motive is to retain you as a satisfied customer and will hope to serve you again in future. We look forward to have a long and trustful association with you and assure you the best services always.

For any further queries, you can write us back at [protected]@ifbglobal.com
We also have a Chat option for speedy and instant support via Chat-bot at https://agentchat.ifbsupport.com/live.html. Now you can also use our “Chat with us” link available on our website https://www.ifbappliances.com/, for quick reference the link is https://cb.ifbsupport.com/

Alternatively you can also register your request with us by downloading MY IFB App on your mobile for quick response.

Best Regards,
Geetanjali Nag
IFB Customer Support Team

xxx.[protected]@gmail
Dec 2, 2020, 3:56 PM
to IFB

Considering the considerable delay caused already, I am expecting a faster turnaround time. 96 hours for " service ambassador " visit is too much.I was expecting a visit tomorrow if not today. Already 96 hours have passed since the Demo failed.

Like I said I am expecting a replacement or cancellation in a week's time. Service and turn around time seems to be very slow.

Thanks,
xxxxxxx

IFB Customer Service
Dec 2, 2020, 4:07 PM
to me

Dear Mr. xxxxxxx,

Greetings of the day!

Thank you so much for taking time to write us. We value your trust and will do our best to continue to give you the kind of service you expect.
We apologize for the inconvenience caused to you with the IFB machine you are using.

With reference to your email regarding the complaint of your IFB machine, we would like to inform you that we are looking into your issue, regarding online order, that already has been forwarded for cancellation and regarding replacement, engineer's visit is required, further process will be done by him. Kindly allow us some time.

Inconvenience is deeply regretted. We appreciate your cooperation in this regard.

For any further queries, you can write us back at [protected]@ifbglobal.com
We also have a Chat option for speedy and instant support via Chat-bot at https://agentchat.ifbsupport.com/live.html. Now you can also use our “Chat with us” link available on our website https://www.ifbappliances.com/, for quick reference the link is https://cb.ifbsupport.com/

Alternatively you can also register your request with us by downloading My IFB App on your mobile for quick response.

Best Regards,
Raj Kumari
IFB Customer Support Team

xxx.[protected]@gmail
Dec 7, 2020, 10:58 AM
to IFB

Hi,

Dishwasher ordered on 16-sep. Delivered on 25th Nov
Installation done - 28th Nov. Faulty machine, replacement initiated by technician. Informed IFB point from where it was purchased.
No Update till december 2nd.
On 2nd december initiated an email thread with customer care regarding replacement. As per the email communication within 96 hrs another technician was supposed to visit. I have not heard from any technician so far.

To sum up this is the customer experience IFB so far.
From the ordered date ~ 82 days still no machine installed.
From installation fail date ~ 9 days, faulty machine is still at customer place and no second technician has visited.
From Escalation to customer care ~ 5 days, No technician has visited.

Thanks,
xxxxxxx

IFB Customer Service
Dec 7, 2020, 3:49 PM
to me

Dear Mr. xxxxxxx,

Greetings from IFB!

This is in reference to your email expressing concern over non-functioning of your IFB dishwasher.
We apologize the inconvenience caused to you and appreciate your cooperation in this regard.

Your replacement request is already registered with us, the complaint number is [protected]. Please allow a some time, we are forwarding your issue to our concern team and they will shortly get in touch with you. Kindly check the identity card and show your warranty papers to service ambassador. He will assist you shortly.

xxx.[protected]@gmail
Dec 7, 2020, 4:46 PM
to IFB

Hi,

Could you please clarify what this means ?
"Your replacement request is already registered with us, the complaint number is [protected]"
- Does this mean you are processing a replacement? What about " service ambassador" visit to check if replacement is needed or not? Not needed ?

Thanks,
xxxxxxx

xxx.[protected]@gmail
Dec 10, 2020, 11:38 AM
to IFB

Hi,

I have not got a reply to my previous email. Could you clarify the status now ?

This is the number of days now.
From the ordered date ~ 85 days still no machine installed.
From demo installation fail date ~ 12 days, faulty machine is still at customer place and no second technician has visited.
From Escalation to customer care/IFB point ~ 8 days, No technician has visited.

Thanks,
xxxxxxx

xxx.[protected]@gmail
Dec 30, 2020, 5:02 PM (5 days ago)
to IFB

Hi,

This is seriously ridiculous.

This is the number of days now.
From the ordered date ~ 105 days still no machine installed.
From demo installation fail date ~ 32 days, faulty machine is still at customer place and no second technician has visited.
From Escalation to customer care/IFB point ~ 28 days, No technician has visited.

I think you guys are not interested in giving the machine. Can I get my money back?

Thanks,
xxxxxxx