[Resolved]  IFB Industries — non-working microwave

Address:

Gautam Buddh Nagar, Uttar Pradesh, 201306

Dear sir,

Hope this mail find you in best of your health.

I am ashir kumar resident of greater noida, my father bought one microwave (
Ifb 30 ltr 30brc2) from snapdeal on 25th september 2016. On this i got a warranty of 1 year.

Unfortunately on 28th of august 2017 the touch pad on the right of the microwave stopped working. I got to know about non-working microwave from my mother on 17th september 2017. Then, i called ifb customer care team to register my complaint with them on 18th september 2017. After i had a word with the customer care agent i got a ticket number ([protected]). The very next day i got a call from the service team i don’t remember the name of the person who called. ([protected]) this was the number i got a call from on 19th september. Member of the service team asked me about the issue which i was facing with the microwave, on that i told him that the dial pad is not working. Without looking at the microwave physically that guy said that i got the issue and it will take 15-20 days to get the spare because we don’t have it with us at the moment, to which i asked him how is it possible for it to take so much of time and the answer i got was that i have to order the spare and this much time it take to come to our place and then we will replace it. I said ok, but try to hurry up.
So i waited till 3rd october 2017, to check the update about the repairs. Customer care agent that day told me that within 24 hours we will address the issue and someone will come to check the microwave.
On 4th october 2017 after completion of 24 hours i again called the customer care team, when i got a shocking update that your ticket has been cancelled and i can generate the new ticket for you. I said "no, i want to know how ticket got cancelled without me knowing about it". To which customer care agent said that i don’t know sir how it got cancelled. I said i will not consider the new generated ticket because i don’t know the reason of cancellation of my previous ticket. Then after getting frustrated i asked the agent to forward my call to the team leader, to which he said that they are busy at the moment and i can arrange a call from my side so that the leadership team can directly give you a call. After an argument and long holds i said ok you make sure that i get a call from the leadership team (Didn’t get any call for 3 days).
On 7th october 2017 i yet again called the customer care team. I directly asked the agent that i am not in the mood to explain you anything so please forward my call to the escalation team or seniors. To which he said that because we don’t have any complaint registered with us so we can't forward the call and i can generate a new ticket for you to forward the call to the escalation team. I was adamant to know the reason how my original ticket got cancelled? To which he had no answers. After much of an argument i said okay, you generate the new ticket because i want to share my worst experience with the leadership team. So i got a new ticket ([protected]) then my call got transferred to the escalation team executive narsimah, humble guy heard my whole story and said that give me till monday evening till 6 pm and your microwave gets repaired because i told them that i will writing to consumer forum about this experience. But still i gave chance to narsimah and waited till 6 pm of 9th oct 2017 (8th was sunday) but still no one came to attend my issue and no follow-ups. I again called the customer care team and talked to narsimah and i asked him to forward the call to someone superior then him. He forwarded the call to team leader of escalation team and told him that it's been 21 days and my microwave is sitting like a junk at my home and this is a huge dispute because i am the one calling you guys again and again and nothing is happening. To which he said sir give me one last chance to resolve the issue and he again asked for 24 hours. After much dispute i said okay i am ready to give you 24 hours but on the recorded line also told him that i'll not escalate it if my microwave get fixed and operational by 6 pm of 10th oct 2017. I repeated my words again so that there is no confusion in communicating my thoughts. To which team leader said yes. I again waited and today a guy came to my home at 4:30 pm checked the microwave, when i asked what's the issue with it? He didn’t responded, then i asked how much it will cost to replace the part? He said 600-700 rupees. But i asked him will you be able to make it operational now? To which he said no, first we have to check whether the part is available with us or not. If it is not available then we have to order it and it will take 2-3 days to get that part. Then i again gave a call to escalation team and first i talked to the team leader then i talked to the sr. Team leader ms. Ritu, again she was very humble and polite, she heard my whole experience very patiently and she has been constantly following up with the team in greater noida. But i have lost faith in anyone of them because no one was able to keep their words.

Now sir, my question to you is why should i give these 2-3 days when i already waited for the spare part for 22 days?
Why should i not escalate it to consumer forum?
Is this the way to treat a customer who bought your product in a faith that in case of emergency i'll get best of service?

I am so frustrated now that i feel like trashing my microwave and buy a new one for my mom from a better brands like samsung or lg, who are better at handling customer's issues.

Seriously frustrating experience.