[Resolved]  IFB Industries — pathetic customer service by ifb

Address:MIK, 403517

Pathetic and irresponsible customer service
By
(Ifb washing machine staff and technical support (Goa)
I am a senior citizen and a free lance journalist from goa. I regret to inform you sir/madam, c/o ifb industries limited about the lackadaisical attitude of your administrative staff and also the technical support persons in goa (India) who are ill-mannered, with unethical behavior in dealing with the customers' with complaints.
As if, nothing is wrong from their end, they are habituated to ignore service calls from customers. Well, i have not counted my calls, but surely i have been calling over 100 calls to your office staff and technical support, to have perpetually ignored service calls.
(Please be satisfied after you verify for yourself, from the online complaints and reviews of ifb washing machine and other services or you may even personally conduct a survey and arrive at such a conclusion which will coincide with my opinions). For the past 45 days, i am running from pillar to post, to see that my damaged ifb wm, by your technical staff would be repaired. All my efforts were in vain as it bore no significant fruits to my complaints, consequent to the callous attitude of your office staff (Goa) and technical support.
With all options being exhausted now, and with a very heavy heart, i am compelled to lodge my written protest and complaint against, the mannerism in which your staff deal with the post sales service calls of ifb washing machine customers of goa in particular and india in general.
It may kindly be noted that the sole back bone of any business organization to scale newer heights is none other than after sales service.in your ifb, services, services rating is negatve (It is not even, zero, it is much lower than that, could be - 10). Unless you apply your mind, and get a new workable formula, your company will definitely die a slow death with no hopes of resurrection.
I regret my decision for purchasing an ifb (Front load), washing machine. (Model no. Senator vx 8kg 1200 rpm, serial no.[protected], purchased on 03 may 2013).
Recently your company office staff had forced me over a telephonic call to renew amc, (Annual maintenance contract), which i was not in favor for, yet i did the same vide renewal order : amc/ew no. 6073040 for rs 8850/- from 16 may 2019.
However due to my sheer bad luck, the ifb wm started giving me trouble and then on july 23, 2019 i lodged an official complaint to the call centre (Toll free no [protected]). They registered the complaint under ticket no. [protected] on the same day.
Thereafter the drama to hoodwink the customer begun with the ifb goa office staffs (Ms surekha and vandana with phone numbers [protected] and [protected] respectively) and the technical support, as the main participants, who very well stage manage their daily program to take the poor customer for a joy ride. They would tell "white lies" that the technical support would be attending to your woes and the latter would say that they go only according to what the office staff suggest, yet they never reach to repair the damaged ifb piece even after 2 or 3 weeks. As if to add insult to injury, the office staff and the technical support, do not have little courtesy to attend to the customers', calls or to reply them back by sms that they are unable today, so would be attending the following day, etc.

Here i bring to your kind notice and hope for necessary elimination of the unscrupulous staff who damage your company's reputation as can be envisaged from the following authentic write up coming out from the horse's mouth. Your technical support (The 2nd team who visited to check my ifb washing machine), not only damaged, my then working ifb washing machine but also gave a wrong feedback to ifb authorities that there is no need to do any job on it. This was very much in contradiction to what the other two, technical teams who had visited - 1 before and the other, after him, had suggested that my ifb wm (Goa), had a drum and other problem.

1st technical team: "the washing machine is having a problem of the drum and it is vibrating, needs to be attended to"
2nd technical team: he was actually sent for doing the job, but he played a truant with the customer. He said, "the washing machine is having no problem, and need not do anything with it".

He just fiddled with my ifb for about 20 minutes, realigning bottom stand, the door and disappeared from the scene. Within moments of his departure, we decided to use the washing machine. Hence loaded the ifb wm with clothes for the purpose. The display showed that the door was not closed properly and it would not proceed further, in washing clothes.
Wasting no time, immediately (Within 20 minutes of his departure) tried getting in touch with the said technician through the call centre and ms surekha (Goa office) from ifb industries. But as usual, all efforts were in vain, as none of them helped, even to retrieve the clothes from the machine. Thereafter we wasted a lot of time trying to switch on/off the power supply and closing the door again and again, but all efforts were in vain and the problem of 23 july is till today unattended, with only empty promises from ms surekha, vandana, (Office staff) and mr. Bruce (Technical support person)
I made frantic efforts to get in touch, the call centre who requested me to inform ifb office staff, ms surekha (Goa cell no [protected]), and accordingly i requested them to send the technician who had just left past less than 20 minutes, to no avail.
3rd technical team: he is a local, siolim based technician (Mr. Bruce cell no. +91 [protected]), attached to ifb industries. He disagreed with the middle technical support team members. Mr. Bruce fernandes said, that the machine needs to be repaired.
Now my ultimate question to the esteemed ifb company bosses.
Don't you have a qualified team of technicians? If yes, then how your own technical support teams contradict with varying answers to the esteemed customers. The 1sat and 3rd technician agreed there is a problem, while the middle one disagreed. How can anyone tolerate such 180 degrees differences of opinion?

My primary request to the central office of ifb, is to rid off such unscrupulous staff, and revamp the company with new faces by fresh appointments. There is no dearth of qualified technicians in india, if you need a reliable technical team then you need to investigate into this fiasco and get adopt corrective measures before your company is ruined.
This is the sole way you can give reincarnation for your brand name ifb washing machine.
The boss and the management of ifb, please note ;
"this is death knell for your reputed ifb washing machine company, to either ammend your attitude or perish".

Customer - yesterday, today and tomorrow only wants best doorstep, unparalled post sale services.
Customer is the king, without a satisfied customer you are a big zero and with a satisfied customer, you will automatically be made a biggest hero"

I am a very old ifb customer i am very old customer of ifb.. I recall your very seniormost technican mr. Rajesh k shahu, who used to service my old ifb, and never had problems. Today,"i salute him for the dedication at that time". He is working for ifb since donkey's years.
My sincere request to you to recruit people like him who will take your ifb washing machine to achieve laurels in the near future.
If this is the state of affairs with a senior citizen and a reputed personality then one can well summarize the way how the staff must be dealing with any other ordinary citizen of goa (India) and their ifb washing machine and other products complaints.

This is really a bad and pathetic customer service experience from ifb, post sales services in goa. After going on following up with the office staff and the technical support teams of ifb (Goa), there are chances, that one may end up getting health problems, such as hypertension etc. If anything goes wrong with the customers health for non attending to complaints, then the company will be fully liable for prosecution under the law of the land.
Austerio fernandes, unsatisfied ifb wm customer siolim goa
Email: [protected]@yahoo.co. Uk
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Oct 25, 2019
Complaint marked as Resolved 
IFB Industries customer support has been notified about the posted complaint.
Verified Support
Sep 03, 2019
IFB Industries Customer Care's response
Dear Sir/Madam,

We are sorry to learn about the unpleasant experience you've had with our service. We will connect with you shortly to resolve the issue. Appreciate your patience

Regards,
IFB APPLIANCES
Verified Support
Sep 11, 2019
IFB Industries Customer Care's response
Dear Sir/Madam,

We tried to call on provided number but unable to reach. Our technician has rectified the issue. Kindly observe the machine and write us back incase any further assistance.

Regards,
IFB APPLIANCES
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