[Resolved]  IFB Industries — ifb washing machine escalation about service

REMINDER - VI

To Whom it may concern

Ref: Complaint made to IFB Toll free service Center: Ticket. No. [protected]

Brief discretion:

I am a IFB washing machine user for last two decades and to the best of my memory this is the second machine which I am using since when I switched over to mechanized washing. The excellent and uninterrupted service rendered by IFB made me to go for second machine when I had bored with earlier machine apart from recommending it to my relatives and friends.

Regarding following issues with the machine, I have contacted IFB service center for which they have acted promptly by deputing service technician on very next day.

· While operating, machine is producing abnormal and harsh sound.

· From its still position, it moves from one place to other.

· Abnormal vibration produced by machine during operation.

My issues start now:

After observing the machine followed by quotation submitted, technician has collected. Rs. 4, 736/- as service charges. On 14th July, 2020 he has come again and replaced defected parts (as a layman I am not an expert to verify authenticity – I am writing this basis on his follow up visits). As a gesture he has shared mobile number for reporting future complaints if any after he attending the machine.

From 12th July, 2020 the machine started working satisfactorily. but on 31st July, 2020 the machine stopped working with similar complaints. Then I had called IFB technician and he made follow up visit with an observation that “(YOU NEED TO CHANGE THE DRUM OF THE MACHINE WHICH COST RS.6000/-) “

In the above circumstances my questions to IFB are:

· Are your technicians being well trained? Then why the technician who visited to my house could not identify total defect of machine during his first visit?

· As Whistle blowing policy – Is IFB’s service centers are keeping honesty and integrity towards their clients.

· Are your technicians being experts to identify problems and repairing skills. (I am raising this query from my own experience – in his first visit he has charged Rs.4736/- and in his second visit the amount quoted was Rs.6000/-, as a lay man how do I know there won’t be a third call from IFB? Also I have not kept IFB washing machine for learning or experimental purpose.) If the engineer was able to give proper estimate at the first visit itself, I would have made my mind to go for new IFB rather than getting existing one repaired by spending Rs.10736/-.

· Also I am raising eyebrow on competency and technical knowledge of your engineer as he has used heavy hammer to open the machine. His hammering made machine with dents and patches like viewing a vehicle after accident. I am attaching few photographs for reference.

· Also I was not provided with formal digital invoice with taxes and levy’s applied.

Hope you understand sufferings that having IFB Washing machine at home without functioning.

This request you to IFB professional team and have a through check of the unit and make it functional.

Company's immediate intervention in this matter would be highly appreciated.
With regards.

MM Menon

PFA: Scan copy of manual Invoice & Photographs