[Resolved]  IFB Industries — Issue with Washing machine (Diva Model) - IFB Customer care and service center careless attitude

Address:	Sri Amarajeevi Potti Sri Ramulu Nellore, Andhra Pradesh, 524121
Website:	www.ifbappliances.com

IFB is having worst service in Nellore dt and it is really not worth buying their products if you are in nellore dt, I wouldn't talk about other areas, because I do not know about their services in other locations. But as a customer and with the experiences I had (still having), I can assure you its not worth buying anything from IFB if you expect any kind of service forany technical issues with their products after you buy it. We bought two washing machines and a microwave from them and we are having issues with one of the washing machines.
We gave a complaint 1st June (complaint number - [protected]), after which a guy called Nandu with phone number 910*****33 showed up and turned on the washing machine, to our surprise the washing machine started to work, so He said it could be some lose connection with wires and charged us around 570 rupees, even though he did not inspect anything. As it started to work, he did not even bother to wait or check again and he left, fifteen minutes after He left, the washing machine started to give trouble again. My dad called that guy (Nandu) and He was like it may be timer issue and said they will fix it later, after that He did not call or try to check whats wrong with the washing machine, my dad called him again to check the status and that guy was not at all professional and I seriously doubt on what basis IFB gives licenses to their dealers or service centers.

They definitely need to give some professional behavior training to their service center people. After that He stopped answering the calls and even if my dad calls and if he answers the calls, He was not at all professional so my dad decided not to call him anyways. I then called IFB customer care regarding this issue and was told that the complaint number - [protected] was closed. When asked them about the reason for closing the ticket, they had no reason or they were like they can't see the reason but it is closed.

They then opened another ticket on 2nd june - complaint number - [protected]. They said the previous ticket was closed on June 3rd itself. So they created another ticket and assured me that this will be taken care on the same day, but no one either called or showed up to fix the issue. Since then I have been calling them multiple times and everytime I get the same answer as if their whole staff is working on this issue and will definitely a person will come on the day I was talking to them and will fix it.

Another issue with IFB service is, they really used to have a better customer care agents earlier, may be 2 or 3 years back, but now whenever I ask them to transfer to their superior, they are like, they cannot do that or there is no such person and they will make sure that my issue will be fixed this time. IFB customer care has became very unprofessional as well. They seriously do not care abou their customers. After couple of calls again, then they said this ticket - [protected] too is closed. So they closed this second ticket on 27th June. When asked for the reason why it was closed, they say that some service center guy tried to contact customer but they got no response, so they closed that ticket, thats what they have in their ticket close notes.

Surprised by that I asked them for the contact number they have for my account and found that they do have the correct contact numbers, they have my mothers and my brothers contact numbers with them and say that no one answered the calls, I seriously do not understand how that works for them, to give such false reasons and just close the tickets. My mother and brother were waiting and were expecting a call from IFB and they did not get any calls but still they have in their notes that no one answered and so they closed that ticket.

After discussing all these, they opened another ticket / complain number - [protected], which is active at the moment. This was opened on July 3rd I guess and its the current ticket. I spoke to a customer care representative of IFB and his name is Sai Prasad I guess. He was like - I apologize for the issues faced and I will make sure it will be fixed today and again nothing happened, as no one showed up or called us again, I called the IFB customer care again after 24 hours and then another customer care representative (Rupesh) answered and He started the same script, saying we are sorry but we will have it fixed today for sure and when asked about what is the status and notes he see's in the ticket, He was saying that I already spoke with some supervisor named Ali, I do not even know who that Ali is and they have such notes in their tickets.

Anyways, I thought they will send someone that day, but again same thing happened and no one either bothered to call or visit the place to fix the washing machine. I have called the next day again to IFB customer care to check the status and this time a lady answered, I guess her name is Sravathika, even she started saying that the last status in ticket is that I spoke with Ali, I seriously did not understand how they are adding such false notes in their tickets and why they were not taking the customer issues seriously. Again, as expected this lady too started saying the same story, that it will be taken care today but nothing was done again. They were asking for 24 hours everytime we call and then they were not doing anything about the issue.

Finally, today I have called and quite fortunate that the same lady answered the call (Sravanthika). I wish IFB can actually try playing those calls and check how their representatives are answering, she was clearly accepting and saying that I have done my job and I am just doing my job, and her job or their job is to create tickets, update it and assign to someone and leave it or forget about it.

These people seriously need to learn how to behave professionally.

Let it be IFB appliances or any provider, they should understand that there are many products in the market which do the same work and are similar, its the service that differentiates any product, even if you have an excellent product but if you do not have a reliable service center or a customer care center, you cannot be in the market for a very long time.

I am going to wait and see how these people are going to take care of this issue now. I seriously want to write more and would like to post my review in all the sites possible, and I will do it when I find time. Because they will save people from not going through these kind of issues in future, when we bouight the products from you guys, we could not find many negative reviews about IFB appliances services at that time. I will share my experience in as many forums as possible so that no other customer will go through these kind of issues with IFB Services and hopefully IFB will improve their standards in providing best service and not just products.

I guess the service center for IFB in nellore district is sri raja rajeswari services or may be just raja rajeshwari service, as per the information I got from one of their representatives.

Anyways, the last IFB customer agent gave me some service representatives number and his name is Ram Prasad, who is in nellore and his phone number is 7569****28. IFB customer care agent was like, I have done my job and I am doing my job, that was her final answer when asked how you are going to take care of this. When I asked whom to contact, then she gave this guys number, should see how this guy is going to respond now.

I seriously do not understand why such companies like IFB forget about their customers once they sell their products, they should be serious about their business and about chosing and training the service centers and customer care centers.

Awaiting a response and solution from IFB Appliances.
IFB Customer.

Note : I am sure IFB will be able to track all the details with the ticket numbers or complaint number I have mentioned and I hope they will check those.