[Resolved]  IFB Industries — IFB Washing Machine Poor Service - AMC - Circular Calls - No Resolution

Address:

Chennai, Tamil Nadu

Vide my Compliant Number 11488864 Dt 14-Jun-2014 This is a chronicle of how a poor person is struggling to get his problem resolved, despite he entered into AMC and despite he made a minimum of 20 to 25 calls to the customer care and service centers. One bad day our IFB washing machine stopped pumping out water. We called the customer care number and filed a complaint. An engineer visited 2 days from the date of compliant and diagnosed that the problem is due to a faulty Pump and recommended that it should be changed. He gave the number of the Chennai Franchisee person, Mr.Kishore, to personally confirm this on our own words. Mr. Kishore promised to resolve the issue in the next 48 hours. We waited, patiently for 3 days, but nothing happened. On a lucky day, after our repeated attempt to reach him, we got the person on line. It should be noted we need to explain the problem, from the day one, to every possible people working in the service center, before reaching this gentleman. What a Stateless Layered Architecture! We feel very lucky on that day that he as a God accepted our penance and generously gave the number of the most powerful person. The Managing Director of customer service- Mr.Arun (His mobile number is [protected]). He picked up the call, as expected, after couple of attempts. He made a promise, as expected, for his quota as Director that the problem would be resolved in another 48 hours. We are all very happy that we talked to the Great God, the Managing Director. We waited, patiently for another 3 days. As usual nothing happened after 3 days. We announced an award in our home; Pizza for the person who reaches the managing director over his phone. He is still not picking the call. We poor people again contacted the Customer Care. For our surprise, we learnt that the Compliant Number has been closed. We learnt that if an engineer visits your home, if he solves the problem or not, the complaint will be flagged as closed. (What an Asynchronous Architecture without Response!!!). Then the person who attended the call disconnected during her attempt to allow me to talk to her superior. I made another call immediately (Full of energy). Another gentleman Mr.Mani picked up the call and transferred the call to Mr.Kumar, (the third person whom I talked today) from the customer escalation department. He told me to wait for another 48 hours. I begged him to help me to reach out to the right person to get a resolution to this problem. He advised me to register this case with [protected]@ifbglobal.com. I guess my marathon race continues successfully even after 4 weeks. Again I need to call another person from another Franchisee. Another Managing Director will come. He will make his promise… I thank the readers for their patience too. I request the readers of this narration to kindly help to solve this problem by showing the right channel. Does anyone know the head of Customer Care’s number? I pray God that he/she should be reliable person. Can I get help to deal this problem legally, in order to help the people of IFB to understand the value of commitment in the future?