[Resolved]  IFB — washing machine defective product delivery

Address:	Hyderabad, Telangana
Website:	www.ifbappliances.com

Recently, I purchased an IFB washing machine model no. TL-SDG 9.5 KG AQUA; ordered online on IFB website-Order no[protected] dated[protected].

I faced multiple issues, which I think should be formally communicated and narrated as follows.

1. I followed and called customer care executives (CSE) service multiple of times to get this product delivered. No CSEs were able to tell status of this order.

2. No CSE provided any service request (SR) number citing conflicting explanations; some said system/server is down, some said IFB don't give SR numbers; some said request forwarded manually to backend operations team. I am surprised to notice such highly unprofessional attitude from world largest consumer company helpline. Are your CSE fully trained or just there for the sake of it? Is this the way IFB operates?

3. Finally after multiple reminders and contacting IFB on Facebook, product was delivered on 25th Aug 2018 against estimated delivery date of 21st Aug 2018.


4. Problem does not end here.


5. Again, on the installation day (Afternoon 12.30 PM 27th Aug), a non-experienced Telegu speaking guy came who was nevertheless useless in everything. He could not balance the machine properly. Machine leaked from behind and he asked his seniors to come and see the problem. Later, we were instructed not to switch on the washing machine on the day of installation for few hours (till 4PM on 27th Aug 2018).

6. We switch on the Machine 4.30 PM on 27th Aug 2018. To our surprise, it vibrated a lot and a crackling sound came on spinning mode. We could not understand the reason and called the same installation guy. He was reluctant to come but on insisting and requesting finally he came at 8PM and said there is no problem and IFB machine works like this only.

7. On 27th Aug 2018, I raised a request calling CSE to fix the problem. He gave contact number of Mr. Nagesh. I called Mr. Nagesh multiple of times to send the technician. Finally, 2 technicians came at around 7.45 PM same day.

8. But both of them were clueless to deal and correct the crackling sound. Then, they called their senior mentor, an IFB engineer who inspected the machine from every angle and tried to fix it but couldn't. After 1 hour o[censored]nsuccessful struggle they declared machine defective and asked me to raise a replacement request which I did, called CSE 8.46 PM on 28th Aug 2018. The washing machine was fully opened and worked up every possible way, by this time. Is this the way a customer should expect handling of new IFB product?

9. Now, I am awaiting final and permanent resolution i.e delivery of a defective and faulty washing machine. This is clearly a deficiency in the services on IFB part.

Through this mail, I am writing to escalate the concerns and agony of being an IFB customer.

I hope senior management take a cognizance of this issue and take swift action immediately.