Hello.

Kindly provide us your full contact details and bill details so that we can guide you accordingly.

Thank you for your response.

I purchased this on 09/05/2006 at Bangalore.
I purchased an Annual Maintenance Contract for this on 14/05/2008 and this is valid until 13/05/2008.

I have a ticket # 2851879 open (opened on Mar 24 2008) with IFB call centre.

My contact details:
102, Sree Durga Residency
21st Main, 3rd B Cross
BTM Layout, 2nd Stage
Bangalore - 560076.

Mobile # 99453-41654.

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Dated 4.11.09

To,
Mr. Ashutosh Vaidya
The National Sales Manager
IFB Industries Limited
Home Appliances Division, Plot No.IND5, Sector 1, East Calcutta Township
Kolkata, West Bengal India 700107


Dear Sir,

Sub: Defective dishwasher and bad after sales service

I want to bring to your kind notice the mental agony I am facing due to defective equipment delivered to me who’s functioning couldn’t be rectified inspite of all efforts made during last 21 months.

I have patiently tried to cooperate as much as possible, undergoing great hardship and was always hopeful, but now I am frustrated with the quality of dish washer machine and bad after sales service, and have decided to take up the matter at the highest level and may even take legal action if the matter is not solved urgently to my satisfaction.

Facts

 I have purchased dishwasher Neptune model on 6.1.08 from your distributor Arvee Enterprises, Lajpat Nagar, New Delhi with the hope of getting a good reputed brand and after sales service to help my aged parents to ease out their work.
 I also took extended warranty for additional 2 yrs after paying the required amount over and above the usual 2 yrs warranty given with the product.
 The dishwasher started malfunctioning within 15 days of purchase and is still not working after 21 months of purchase.
 During last 21 months I have made innumerable complaints at your customer care no: 18604255678 and every time I was given assurance of speedy rectification of problem.
 However the complaints were attended to after delay of 5-30 days after each complaint, that to after repeated reminders at national customer care no and local service centre complaint no, although according to rules it should be attended to within 24 hrs.
 Several times my complaint was left unattended and I used to receive SMS on my registered mobile tel. no. that my complaint has been resolved.
 My complaint was forwarded repeatedly on my request from the customer care to several service engineers and high officials of the company at Delhi branch, but no one had time to look into my complaint, for which they are employed by the company.
 I made repeated requests at customer care to provide me with all the data pertaining to my previous complaints and their follow-up during last 21 months but they have denied my right to information.
 No document at the time of attending complaint is provided to me for my record, and no explanation is given to me regarding the nature of problem and the service done or details of part changed.
 The parts brought for replacement are unsealed bearing no company seal and always left me wondering if the replaced part is genuine.


 No follow up call is given after complaint is attended, to judge customer satisfaction.
 The service engineers mostly become unavailable on phone, or blatantly tell us that the complaint will be attended by another person even if the trouble starts the very next day of attending complaint. Moreover, I am told to register complaint again on customer care which further wastes time.
 The following is a part of data available with me regarding the dates of complaints, complaint nos, people contacted from time to time.


Date of complaint Complaint no /
Direct complaint List of company personnel contacted from time to time Designation Tel Nos
? ? Mr. Bharat Bhushan Manager 9312320037,
9212766217
8.7.08 1944975 Mr. Alam Servicing engineer 9899778834
28.7.08 2013290 Mr. Dhanprakash Servicing engineer 9818087391
Mrs Kamini official 9212766217
Mr. Amit anand Service manager 9350158592
22.8.08 Complained to
Bharat Bhushan,
Amit anand, Alam, Dhanprakash. Mrs. Monica
Service coordinator 30889676
5.9.08 Complained to
Bharat Bhushan Mr. Rajesh Burman manager 9212729334
17.9.08 2192314 Mr. Yogesh Senior Sv Engineer 9891170627
22.9.08 2210902 Mr. Milan Chandola Service manager 9313991344
18.10.08 SMS- Complaint to
Mr Rajesh burman at 10.52 AM Mr.Ajay Branch head
18.10.08 Complaint on
company, website. Mr Yograj Area service manager 9310615183
18.10.08 2313591 Ankita Area service manager 9999692170
4.12.08 2499615


4.6.09 3105483
11.9.09 3480380
? 3603210
15.10.09 3628227
24.10.09 Complained to
Mr.Milan Chandola
Ms. Ankita
28.10.09 Complained to
Mr Yograj ,
Ms. Ankita
02.11.09 Rang up without any response to Mr.Milan Chandola
Mr Yograj




 I was misguided by the service engineers from time to time by putting the entire blame for repeated malfunction of the machine on us and suggesting measures involving huge expenditure.

 The following are few of the many measures suggested to me.

1. The water pressure in the pipeline is insufficient.
 Although the water pressure was strong enough as the water is supplied by overhead tank approx 14 feet high and 2000 lts capacity,
 I still responded by installing a separate pipeline and overhead tank, but later found that even then the problem was not solved.
2. I was asked to use desilter several times by different personnel attending on different days for the same complaint within a span of 7 days.
 This incurred me a substantial monetary loss without any result. (Total 10 packets used)
3. I was asked to purchase a pressure pump, and magnetic flow equipment from them.
 I refused, as it was an absurd idea as the company doesn’t recommend and the pressure of water was more than sufficient.


The following are the inferences drawn regarding malpractices/ deficiency of services from above facts and figures.

 As is evident from above data, the following facts emerge about the quality of product and the after sales services:

1. Defective piece:
 The dishwasher supplied is defective as it is hardly in working condition from the time it was brought until today.
2. Poor after sales service:
 The product has malfunctioned every few days and the quality of after sales service is extremely poor and sub standard.
3. Delayed service:
 The complaint is attended to after delay of 5-30 days that to after repeated requests.
4. No follow up
 There is no mechanism in your company to follow up complaint and to judge customer satisfaction regarding resolution of complaint.
5. Denial of customer right to information:
 The service engineers do not provide any documents pertaining to diagnosis of problem and measures taken, neither the details of work done and parts replaced.
 The customer care centre failed to provide me information regarding my previous complaints and their follow-up for my record and information purpose.





6. Replaced parts substandard?
 The parts brought for replacement are neither sealed nor bear company logo thereby placing a doubt about the genuineness of the part.

7. Apathy of senior officials:
 Even the high officials at local branch level are not concerned about the customer problems and are mostly unavailable, irresponsible, disinterested and unresponsive.
8. Corruption:
 The service centre personnel are indulging in malpractices and it seems are indulging in parallel business by suggesting several products not recommended by the company to customers like magnetic flow meter, pressure pumps.
 They even try to charge customers on one pretext or another for servicing during warranty period, that to without providing bill.
9. Inefficient service engineers:
 The service engineers are inefficient, work on basis of ‘hit and trial method’, indulge in temporary ‘jugaru work’ in their own language.
 They are discourteous and refuse to come even when the complaint has been attended by them the previous day and remain unsolved.

My motive of making complaint to you
 My motive is not only to solve my problem but also to save a brand like IFB.
 This will require drastic steps to remove deficiencies as I have pointed out earlier.
 To add, I still think IFB is a big brand and as a matter of fact I am using other equipments of your company -washing machine and microwave.


S. Jain

Customer code: 1301129

Made the complaint few weeks back.
My complaint Number is 494151
Customer code- 1519737
Never listens to the complaint soon and after looking into the problem the engineers don't turn up to put the parts.Replace the defected one.
While in AMC the person should not face this kind of problem. For last 2-3 years we are facing this problem frequently.
For new AMC they turn up very fast then why not for complaints.
YOU NEED TO LOOK INTO THE MATTER>

This is with reference to my complaint no. 4851051 lodged on 28-Jul-10 with your help desk for the non-working of my IFB Elena washing machine (under AMC).

After lodging the complaint, your personnel had come to check the machine and had informed us that the motor was not working and would be changed within a day or so. However, till date nobody has bothered to come to repair the machine and/or inform us of the status. I have been repeatedly calling the help desk only to receive an assurance of repair by end of day everyday. On my second reminder call to the help desk I was informed that the motor had been sent to the service cenre and the concerned personnel would repair it by that day-end. On my third call, I was told that the motor had not been sent as yet.

I was also given the names of some officials whom I called to receive the below mentioned answers:
1. Kishan Singh (mechanic ifb) : 09911450109 - Gave phone no. of Ms. Alks
2. Alka (Dealer Office) : 09911450107 - Said that the motor was unavailable
3. Central Office (Monika) : 30889676 - Said that the motor may be availble in 06 months-01 year.

I was also given the nos. of the service centre at Okhla and Mr. Lalit Gupta, none of whom is responding to the call.

Please let me know
a. if this is what you call customer service and
b. usefullness or uselessness of AMC

Hi

I have a IFB washing machine, which stopped working on one fineday. I have registered a complaint number 5096314.

Customer care representative told me it will be fixed in 24 hrs. But the worst is after 2 days nobosy turned up and when i called up gain a guy came and told i will bring one spare part tomorrow from the company. And again nobody turned up. When i called up[ the other fay they told we do no have spare part in our store ans you need to wait for a week more,

This is the heights of carelessness from IFB and 0 percent service after selling washing machine.
Muy customer id is 1667643

I have an IFB ps 20 microwave that broke down a little more than a month ago. I registered a complaint with IFB's call centre on sept12th '10 and my microwave remains unrepaired to this day.

I've had visits from IFB's technicians but they haven't fixed it yet and I don't get a proper response when I ask them what the problem is. After each visit, the technician tells me that some part needs to be replaced and he would put this into the job-sheet and someone else would come and replace it.

Repeated calls to IFB's call centre/branch office at delhi does not help.
These are the responses I get from them -
1. "I'll check on the status of your problem and call you back". I never get a call back.
2. Someone does call and schedule a time to visit but nobody turns up.
3. If I called the call-centre, they ask me to talk to their service franchise directly. When I call their service franchise, they ask me to talk to their technician. The technician asks me to talk to IFB!!

This has been my experience with IFB service whenever I had trouble with my microwave .

I made a mistake buying an IFB product. Please help me!

Dear sir
my washing machine IFB Executive Plus At Mahal kalan distt Barnala Is out of order since 11th oct 2010. i have made first complaint on the same day but nobody pickrd up phone that day though i tried several times. Then i again called on 12 oct and the person responded at no 0164 2211300 but i was not given any complaint no.then on 13 oct i again called and i was assured that today mr Jatinder will attend and his mobile no 9041837224 was provided to me but person did not turned up.on 13 again i called at 1860 425 5678 but no one is attending, pl try to look into the matter. if these call centres r not responding i dont know to whom contact

I had purchased IFB 7 Kg Top Loading Model No. 7233. From the very beginning it had problems. Lid replaced once, still not in order. Machine is very noisy. perhaps the bearings need replacement. Sensors misbehave very often and machine starts overflowing. At times it stops midway and gives a false alarm Despite several visits of technicians, problem remains. They say that this particular model is noisy. Can't believe.
Once the warranty expires, they will ask for change of bearings etc which is going to cost heavy.
Col Zaidi
09818314786

I had purchased IFB 7 Kg Top Loading Model No. 7233. From the very beginning it had problems. Lid replaced once, still not in order. Machine is very noisy. perhaps the bearings need replacement. Sensors misbehave very often and machine starts overflowing. At times it stops midway and gives a false alarm Despite several visits of technicians, problem remains. They say that this particular model is noisy. Can't believe.
Once the warranty expires, they will ask for change of bearings etc which is going to cost heavy.
Col Zaidi
09818314786

I have purchased a washing machine( AW60-806) from ifb dealer sahu agencies pvt. ltd. hazaratganj ,lucknow. vide receipt no.- 200809005534 dated - 9/10/2008, at firdt the machine broke down in the month of february,2009 and it was taken for repair on 13/02/2009, and receiver back on 24/02/2009 , then again the machine broke down on 4th oct 2010 a complaint was registered ( complaint no.- 5215135 ,dated -4/10/2010) but there was no response given to the complaint and ws not attended as promised in 24 hrs. then again on 5th oct complaint no. 5221996 was registered at 10 a.m. and it was attended on 6th oct by a technician but he was unable to repair the machine at that time ,once again on 14/10/10 another technician came and took the PCB for replacement on 16th oct 2010 they again visited but with an unsealed PCB which we refused to accept then again they came on 25th oct 2010 with a new PCB which again didn't work and the technician left saying that they need to take the machine to the workshop for repair so they took the machine on 10/11/2010 and inspite of continuous reminders from our side the machine has not been sent back till date
kindly look into the matter and HELP !
date- 27 nov,2010.

I have a request to all the people who are going to read this review. I have been having terrible
service problems from IFB and only recently I found out why their service sucks. Apparently when you open a complaint, they come and check and get the form signed by you. They dont ask you to fill the form, but they go back and fill the form by themselves which claims to have replaced several parts and get money from the company and close the complaint. So the next time when you call, they avoid fixing the problem since they cannot replace the same part twice and ask the company to pay for it.

next time you sign the form, please fill it completely by yourself stating exactly what the service people did. This will ensure you get better service eventually. If the complaint has been closed without your signature, then the only way that could have been done is if they have forged your signature.