IFB — Non attendance of complaint registered on 28 May 2015 even after repeated requests

Address:

Chennai, Tamil Nadu

My name is Mahalakshmi and my mobile number is [protected]. I have an IFB washing machine with an AMC which is valid till 26/05/2016. I had registered a complaint with your customer service at [protected] on 28 May morning around 9 am for a faulty washing machine. I was promised attendance of my complaint within 24 hours. I had specifically requested that the technician be assigned to attend after office hours since I am a working lady and cannot be present in office during day time. I was told the request has been recorded. A technician called the next day morning around 11 am. I told him my inability to be present at home during day time and asked him to contact by 6 pm. I never received the call. The next day, that is 30 May 2015, Saturday, morning itself I called the customer service number again and placed a request to send the technician as soon as possible since I will be home on Saturdays and Sundays. I was promised action but to no avail. After that every day I had placed call to the above mentioned customer care number and was promised action every time. But till now, as I write this mail out of frustration, no help has come! Also to mention that it is highly nerve wracking to get through to a human voice over the customer care number!! Yesterday, again when I called customer care, though I was promised action, I was also given the number [protected], supposedly of one Ms Priya, who is the so called senior Manager of Soumya Solutions, the local franchisee. My repeated calls either went unanswered or line was busy. As I write this mail, 6 days have passed since I registered my complaint, but no one has paid any attention to it. One can only imagine too well the difficulty faced by a working lady with a faulty washing machine. While on the subject, I would like to bring to your notice that last time when I had registered a complaint to shift my washing machine, then also the local franchisee tested my patience and I had to have lengthy heated arguments for four days for them to attend the same. I have come to the conclusion that this kind of shabby and careless approach to customer complaints is the hobby of this local franchisee. Please note that when the local franchisee extends such pathetic service to customers, it is the name of IFB that is being tarnished. I have already taken the decision that I will never again go for an IFB product and will canvass against anyone choosing to buy IFB. I write this mail to you in the earnest hope that it will reach the right persons, escalated to the correct level and addressed immediately. Please be informed that if my complaint is not attended within 24 hours, then I will be instituting a complaint before the State Consumer Disputes Redressal Forum on the ground of deficiency of service in the name of the Company as well as the local franchisee, with a copy of the same to the media. I am a qualified lawyer with 15 years' experience at the Bar.