[Resolved]  IFB Industries — Ticket not closed

Dear Customer service team.,

I am writing this after really getting unimaginable answers from your team.
I am a customer of IFB front load washing machine VXID 8.5 kg. Which is bought in dec 2021 . Recently machine stopped working so I asked a local dealer (Srikanth —Sree electronics, Zaheerabad Telangana 502220) to please clear the issue on 7 aug 2022 to which he just said he will clear and was postponing for almost 15 days ( on 23-aug-22) and being frustrated I called customer care to raise complaint regarding the issue. Subjected ticket number ([protected]) was assigned to my complaint and said that it would be closed in 24 hrs. Service engineer visited the next day to my location and found that panel was faulty and went away saying we need to order the equipment which will take 3 days to get delivered. I said it’s ok but please resolve this soon. I spoke to local area manager mr. Yakoob regarding the same and he said it will be cleared on Monday 1st hour which didn’t happen. So I had to call him again and he simply kept saying that equipment is not yet received because of transport delay and said that he will send team on Tuesday. Today I called him all the day and he didn’t answer my calls till evening and after answering he assured that he will close the complaint by eod at any cost. I kept on calling him but he didn’t answer my calls I was forced to call the engineer (Sravan, who visited after raising ticket ) and asked the number of engineer who was assigned to do the job today. He is mr Hussain after speaking to him he is very casually saying that we had there is a problem with 2 equipment ( which was only 1 they said to me when raised the ticket) he said one equipment has delivered on Monday night and another equipment has delivered today after 3 pm and before that he has moved to field. He is saying now that he will solve the issue tomorrow.

Now I have few doubts here
1. why didn’t the engineer (mr. Sravan) visited clearly inform us about the problem which is having 2 equipment required

2. Why didn’t the manager mr.Yakoob say about this after speaking so many times on the call. Why did he kept on saying the timelines which could achieve

2a. How did mr.Yakoob close the complaint saying that customer not available or so? Is this the way IFB closes long pending complaints. Also mr. Yakoob doesn’t answer the calls from same number, we have to call him with different numbers to reach him.

3. Is IFB team asked to tell ( smooth) lies to customer to just convince that they will solve problems sooner rather than saying the truth which customer is required

4. I again called the customer care and spoke to mr. Sudheer who don’t know to reopen the ticket which wasn’t closed and he raised a new ticket again.

After seeing this mail whoever is reading just try to understand how much time it would have taken to type this mail and I am writing such a mail informing each and everything so that you can take an action and also clearly understand the difficulty a customer is facing

Thanks and Regards
Ramesh B
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