[Resolved]  IFB / Senorita Vx — Pathetic Customer Service

Address:

Bangalore, Karnataka

Washing M/c model: Senorita Vx
Installation Date: 02.02.13
Broke down: 03.04.13

Informed on: 04.04.13, Ticket #: 10630886

I called your IFB care number close to 5 times. And made around 8 unsuccessful calls to franshisees, who neither picked nor responded. I had to call one frnachisee for 4 times, when finally hte guy admitted he is a security guard, cant do much. Your executives don't know anything apart from fwding the ticket to some franchisee on the basis of PIN code. And that franchisee never cares to inform anyone or customer that the area doesn't come under it's purview. I keep making calls to IFB care, they keep do the fwd job to same franchisee. After a good shout on my 4th call it has been escalated to a wrong franchisee again. Thanks god, i had the number of the guy who had installed it. On contacting him, he took 2 days to come and see my m/c. As per him the ticket never reached him, but he is attending it on Courtsey. Appreciated

First technician visit on: 12.04.13. He fixes it. After he left within 15 mins i realized it has stopped rotating again. Calling him helped, he says - "it needs a belt change"

Events of 13.04.13:

Morning your same technician calls me to raise a ticket so that he can get the spare belt and asks me to generate the ticket to BTF franchisee Whitefield. When i call the IFB care and asked again and again to put the ticket to BTF only, he showed his helplessness - "Sir, i cant do much. System chooses the franchisee. You dont worry, mechanic aayega na." Then he hung up.

Now the trauma begins.

Calling the same technician again and again to know what next, whom to call. That morning i got exposed to lot of dirty area politics -"thats not my area, you call this number", "Sir, you call this guy and blast then only your ticket would move from them to us"; God! you guys call yourself an international brand. After 7-8 calls to the same technician he agreed that finally the ticket reached his franchisee but there is no belt in stock. He would be updated by his manager by 16th on the status.

Promised, something will be updated not resolved by : 16.04.13

I immediately demanded a m/c replacement. If a major component of a brand new m/c conks off within 2 months and the waiting period could touch 15 days for repair. I couldn't risk it for future such breakdowns or neither anyone would want his family go through the trauma of chasing.

Again after making 2 calls, i finally got the number of the guy Mr Prasad who was supposed to be the area in-charge for me. He was such a joker. He didnt have any idea of whats wrong with the customer and starts off with "One second, one second.. blah blah!!" I demanded a m/c replacement and asked him to tell me who is the guy in authority to be spoken to. After several attempts of evading to hear whats the problem and why i am disgusted, he agreed he is the guy who can take a call for replacement but he won't. He wanted his same technician to have a look at it and confirm.

It was disgusting a proposal, as the engineer had already visited and he had agreed that i could demand a replacement if a new m/c goes down this way. This Prasad guy had no knowledge of hearing and consoling a customer. I was not up for more time wasting for engineer visits and useless phone talks, but certainly i was at the pick of my frustration to shout dumbass to this guy, and hung up.

Next he calls me after 15 mins to pick up a fight - "You cant talk to me like that with vulgar words." I simply asked get me the numbe rof the guy who listens and have the authority to change mym/c. He was in no mood to listen, rather i had to clarify its not a vulgar word, it means stupid. Had to explain why! after 12 days of waiting and 25 calls he couldn't understand why someone should call him stupid.

Not only that, he dared to threaten me afterwards- "where is your house boss? Indiranagar? I'm coming". And he hung up.

Assume that was the end of the trauma that you get exposed pathetic customer response and GOONs!

A customer would need a lot of guts to buy IFB product and face all the painful scenarios to survive the clientship.

I've asked your engineer to not to come with the belt. I cant risk going through the same issues again in future, and hence PLEASE REPLACE.

A little literacy for your area in-charge Mr Prasad on humility would be welcome.