[Resolved]  IFB Industries — Replacement of same part 3 times in the past 9 months and counting....

Address:	122018
Website:	IFB

Hi,

Current complaint no: 17607443, logged in on 30th mar 2016

History:

July 2015
- we first reported some issues with our ifb senator 6 kg washing machine.
- the technician visited and said the "mother board" needs replacement.
- we said okay go ahead and do it.
- the mother board was replaced

Oct 2015
- we had the same issue again
- technician again visited and said "mother board" needs a replacement.
- we said go ahead do it, but fix the issue this is the second time we are replacing the mother board within 4 months
- bill no: 2337, arian enterprises, u16/64, dlf phase-iii, gurgaon
- bill amount 3750/-
- bill dated: 6th oct 2015

Mar 30th 2016
- we have the same issue again
- complaint number 17607443 logged in on 30th mar 2016
- technician sanjay (Mobile number:- [protected]) visits on 31st mar 2016
- says "mother board" needs to be replaced again
- we ask. Why same issue again & again
- request him to replace the mother board and then try to see what the real issue is? Can't afford to have expensive replacements of the same part again and again.
- he says would try with a second hand mother board first and then look into it.
- we agree
- he replaces the mother board and asks for 860/- without offering us bill.
- we say no and insist for a bill
- he goes to machine and does "something" and says he would not give us bill and goes away

1st apr 2016
- in the morning we use the machine
- within moments the machine stops with a loud thud
- we report back to customer care
- we call up sanjay again and he says "this is the way it is going to be if we insists on bill" for second hand part
- we call up customer care to escalate the matter
- speak to a floor incharge who provides us with an area incharge's number (Mr chanchal - [protected])
- he assures a technician would visit us by 3 pm on 2nd apr 2016

2nd apr 2016
- the technician never arrives
- repeated calls to mr chanchal are not attended to.
- we again call to customer care and speak to a floor incharge
- we plea that the washing machine now has not been working for the last 4 days, we need urgent help
- we are assured again and told to bear with ifb until monday the 4th april 2016 and between 1100 to 4pm some technician would surely visit

4th april 2016
- 1130 am we again call up the customer care
- we are told "application not running", call up in next hour
- we tried calling mr chanchal again and still no response

Question to customer care team:
- what else is expected from the consumer to reach out to ifb if there is a persistent issue?
- why does everytime the technician suggests a change in mother board?
- if something else is leading to the mother board getting corrupted, then why is the root cause not fixed?
- why should a technician ask for money and not submit bills?
- how long is it going to take ifb customer care to treat an escalated, urgent issue as urgent?
- what action would be taken against the technician who asked for money without bill?
- what action would be taken against the area incharge for not taking/ returning calls?

Seeking written response to our written complaint

Regards,
Amit verma