[Resolved]  IFB Industries — Unsatisfactory service by ifb

Address:

110017

I have been a customer of ifb since 1994 and currently own an ifb washer dryer 9kg/7kg and a dishwasher.


My appliances gave me satisfactory service barring regular small issues which were satisfactorily taken care of by service centre.


However, recent events are making me rethink my loyalty to ifb.


I had registered complaint number 1818907 on 31 july, but got no response until 3rd aug and i called the toll free numbers at least 15 times after multiple waiting times and disconnections. I was given the numbers of the service centre manager in delhi - raman, branch manager bharat bhushan and also another manager sidhahrth as the first wto numbers were switched off.


Finally an engineer visited my house on 3rd and said that the door lock was to be repaired. This would cost rs 1500+ taxes.


Engineer came on 8th and then informed that the pcb was also spoit and it would cost another rs 7, 500 plus taxes.


I questioned the engineers competency in not having checked everything at one time and after 2 days and nearly 35 phone calls later to the area manager etc, another engineer came and confirmed that these two parts were to be replaced.

As the amount was huge i requested that i will get back in a couple of days with my decision.


The customer care then unilaterally opened another ticket[protected] without my earlier ticket being closed and with the same complaint. I got to know through an sms only.


Since 14th august, i made at least 50 attempts to contact the service centre on 17th aug and spoke to the customer care supervisor, rana who assured me that the engineer would come and replace the parts on 19th.


Since no action was taken and i could not contact the service centre as the phone was not reachable, i spoke to srikant, the floor supervisor at customer care on 19th aug and he assured me that the issue would be resolved. The service centre manager, sunny, immediately called me on friday evening and promised to have the repairs done in 2 days. I spoke with him again on 22nd and he assured me the same.


It is 24th aug today and i am unable to contact the service center as their phone is always engaged or the call does not go through.


Is this the type of serve given to customers of 28 years. Is there a timeline for your complaints closure.


I should have written this complaint several weeks ago, but was always assured by the customer care of immediate attention.


My mobile number is [protected] for you to verify all the details.