Dear Sir,

To get any response on company level, pls. send a written complaint to the Managing Director at the address of Head office of the IFB Company.

If you paid by credit card, call up the credit card company and contest the charge. They will reverse the charges and then follow-up with the agency.

I am going through my 2nd eposode with them. It's been over two weeks and still no resolution. A parade of technicians have come through and they are clue-less. I am planning to get them to fix the problem and will NOT pay them, use it till the next time it breaks-down and dump it.

NEVER again buy another IFB product from these idiots. It appears that no matter where you are, the server is the same...

I have registered a complaint on 17.09.09 that my IFB k kg digital washing machine is not working. I have been following with them every day but every time they gave me different contact nos.

Mr. Jayakumar - 97900 09233
Mr. Shankar - 93440 11779
Mr. Venkatesh - 93440 11774

When ever I call these guys, they say they will look in to this & still no one has attended to the problem.

I'm in total dark now, what to do next.

Regards
Ram
9360666888
kumarra1@yahoo.com

Dear Sir,

To get any solution for your complaint kindly send a complaint letter to the Head Office of the Co. Send it through registered post and keep a copy of that letter also. Hope you will get any positive response from there.

I Have purchased the IBF Washing Machine- Model WE5508M 5.5KG on 05-07-2007
Invoice :CHD No SC /194/07/08 having SR no B000012, Machine Sr. No
11000012 by paying a amount of Rs. 18000-/-, I have also opted for the
extended Warranty which is applicable upto 21-06-2011by paying an amount of
Rs. 1686-/-

Every time it has been observed that IFB is unable to provide the timely
service and one of the example of your poor and pathetic service is as
below.

On 22nd of Sep'09, w have given out request which is now a complaint than
door of the washing machine is rusted and and hence need to have the same
reparied.

Till date our problem is unresloved and on daily basis I am wasting my time
calling at your call centre, and the your people are giving the false
commitement.

It is shameful to observed that your call centre people asks customers to
call the location engineer.

Is this is kind of service for which IFB has taken the money, Is this is a
customer responsibility to call the service engineer and ask for the status
about complaint resolution. The same has happenden to me when your call
centre has provided us the no 0120-64841871 (Mr. Sanjay)

The reply over this no. is that said model is not available in the market
hence IFB is not having the part for the same. Is this is a customer's
problem ? if you people cannot provide the part post sales than how you
people are selling such product and than taking an extented warranty amount
as well ?

It feels like I have taken product which is not well versed with the
customer orientation and your company just wanted to earn the money and only
ignoring the customer problems.

It is better if you people beg on the roads , I hope this will be an better
Idea to earn the money.

Is'nt it ?

Please note this is last time I am raising my concern, else will file the
case against the IBF for non servicing , Cheating and harrasing the
customer.

As I don't think any complaint takes nearly 9 days and 10th will be tomorrow
to reslove the problem.

Regards,

Devendra Dhyani
9212104591

Defective Ptroduct and Incompetant Service
I bought my IFB front load washing machine in july 2009 and it is worse its not working properly and i complainted for a month for all customer care but their is response. The product is still under warranty and there is no sight of any repair service. It causes grave inconvinience and stress on account of constant interaction with rude and incompetant staff. I believe this is sufficient ground for seeking replacement of product or refund of cost and i hope u going take serious action for girias investment p ltd hubli

Sheshappa Shetty,

Aged about 54 years,

S/o. Koragappa Shetty,

R/A. “Ashirvad”,

Karbisthana, Jeppinamogaru,

Mangalore. …….. COMPLAINANT







VERSUS



1. M/s.Harsha,

Navarathna Complex,

K.S. Rao Road,

Mangalore.



(Advocate for the Opposite Party No.1: Sri.M.S. Krishna Prasad).

2. Delight Services,

Authorized Service Franchise,

For IFB Industrial Limited,

No.11, Akash Towers,

Chilimbi, Urva Stores,

Mangalore – 575 006.



(Opposite Party No.2: Exparte).



3. IFB Industries Limited,

Plot IND-5, Shutter – 1,

East Calcutta Township – 700 078,

Rep. by Managing Director of

Authorized Signatory. ……. OPPOSITE PARTIES






1. The facts of the complaint in brief are as follows:

This complaint is filed under Section 12 of the Consumer Protection Act alleging defect in goods against the Opposite Parties claiming certain reliefs.

It is submitted that the Opposite Party No.1 is a dealer, Opposite Party No.2 is the service provider and Opposite Party No.3 is the manufacturer.

It is stated that the Complainant has purchased IFB FLT washing machine worth Rs.25,900/- on 7.3.2005 from the Opposite Party No.1 and the said machine had given two years (24 months) warranty from the date of purchase. It is submitted that after the purchase of the above machine the authorized agent i.e., Opposite Party No.2 has installed the machine on 7.3.2005. The said machine was running smoothly upto 5.7.2005 in a good condition. On 5.7.2005 the machine stopped functioning, the Complainant immediately informed the same to the Opposite Parties. After many days they attended the machine and repaired the same. Again on last week of June 2006 the machine stopped functioning. The Complainant again approached the Opposite Party No.1 but the Opposite Party No.1 not responded the complaint of the Complainant. Thereafter again on 8th July 2006 informed the Opposite Party to repair the machine but till this date the Opposite Parties not turned up to repair the machine.

It is submitted that the machine has got two years warranty and the defects found within the warranty period and the Opposite Parties have failed to set right the defect or replace the machine. The Complainant issued a legal notice on 21.8.2006 calling upon the Opposite Parties to rectify the defects but the Opposite Parties failed to comply the demand made in the legal notice till this date. Hence the above complaint is filed by the Complainant before this Hon'ble Forum under Section 12 of the Consumer Protection Act 1986 (herein after referred to as ‘the Act’) seeking direction from this Hon'ble Forum to the Opposite Parties to replace the machine or to pay Rs.50,000/- as damages and also claimed Rs.6,000/- as further compensation and cost of the proceedings.



2. Version notice served to the Opposite Parties by RPAD. Opposite Parties appeared through their counsel filed separate version. As far as Opposite Party No.2 is concerned, the Complainant not taken any steps.

Opposite Party No.1 contended that this Opposite Party is only a dealer not the manufacturer and the problems if any to the machines shall be attended by the authorized service provider not by this Opposite Party. There is no deficiency on the part of this Opposite Party and prayed for dismissal of the complaint.

Opposite Party No.3 contended that the complaint is barred by law of limitation, the Complainant has purchased the washing machine during March 2005 and the present complaint is filed in June 2008. And it is contended that the washing machine was functioning smoothly and the stopping working of the machine was not informed to this Opposite Party and this Opposite Party is not aware about the defects of the machine. There is no demand, there is no complaint, there is no information about the repair was attended by one Mr.Sameer who is the authorized service provider. It is contended that the machine was delivered in a good and proper working condition and it was functioning properly and smoothly. There was no defect in the machine and prayed for dismissal of the complaint.



3. In view of the above said facts, the points now that arise for our consideration in this case are as under:

(i) Whether the complaint is barred by law of limitation?



(ii) Whether Complainant proves that the washing machine purchased by him is proved to be defective and the service rendered by the Opposite Parties amounts to deficiency?



(iii) If so, whether the Complainant is entitled for the reliefs claimed?













(iv) What order?



4. In support of the complaint, Sri.Sheshappa Shetty (CW1) filed affidavit reiterating what has been stated in the complaint and answered the interrogatories served on him. Ex C1 to C6 were marked for the Complainant as listed in the annexure. One Sri.Omprakash (RW1), Manager of the Opposite Party No.1 and one Sri.V.Krishnan (RW2) – Assistant Manager of Opposite Party No.3 at Mangalore filed counter affidavits and answered the interrogatories served on them Ex R1 to R3 were marked for the Opposite Party No.3 as listed in the annexure. The Opposite Party No.1 filed notes of arguments.

We have considered the notes/oral arguments submitted by the learned counsels and we have also considered the materials that was placed before the Hon'ble Forum and answer the points are as follows: Point No.(i): Affirmative.

Point No.(ii) to (iv): As per the final order.
Reasons



5. Point No. (i) to (iv):

Now the point in dispute before the FORA is that according to the Complainant the above said washing machine was installed on 7.3.2005 and thereafter the said machine was running smoothly upto 5.7.2005. On 5th July 2005 suddenly the machine stopped functioning, the Complainant informed the Opposite Parties and after many days some persons came and repaired the machine and again on last week of June 2006 the said machine stopped functioning. The Complainant approached the Opposite Parties and lodged the complaint several times and one Mr.Jeevan authorized service person visited on 10.7.2006 and checked the machine and found that electric penal of the washing machine is not functioning and the same should be replaced. The above said fault informed to the Opposite Party No.1 even though they have not set right the problem and ultimately issued a legal notice dated 21.8.2006 to the Opposite Parties even though they have not complied the demand made by the Complainant and the washing machine purchased by him is not working till this date hence came up with this complaint.

On the contrary, the Opposite Party No.1 taken a defence that Opposite Party No.1 is only the dealer the said washing machine was functioning till 5.7.2005 hence it is contended that there was no defect when the machine was sold. The complaints if any after the installation are the matters within the domain of the service provider or manufacturer. The Opposite Party No.1 has no role to play.

Opposite Party No.3 took a contention that this Opposite Party is not aware of the fact that the Complainant’s washing machine had a problem and he had lodged a complaint to Opposite Party No.1 on the dates mentioned in the complaint and this Opposite Party is also not aware about the fact that one Mr.Jeevan visited on 10.7.2006 and checked the machine and the electric penal of the washing machine is not functioning and denied all the allegations and contended that there is no defect in the machine supplied to the Complainant. And further contended that due to wrong handling of the machine the same must have been not functioning properly.

Now the only point for consideration is that whether the Complainant proves that the service rendered by the Opposite Parties amounts to deficiency and the machine supplied by them proved to be defective and further whether the defect found in the machine is within the warranty period and the complaint is barred by limitation?

As far as the allegation of the Complainant is that, the defects in the washing machine pointed out by the Complainant in the instant case started within the period of warranty. The legal notice i.e., Ex C3 dated 21.08.2006 clearly reveals that the washing machine purchased by the Complainant has some problem and he had lodged complaint orally as well as by approaching personally inspite of that the Opposite Parties not bothered to rectify the defects or we can say no service was provided or no attempt was made by the service provider or the dealer or the manufacturer. Admittedly the above said machine was purchased on 7.3.2005 and the said machine was worked till 5.7.2005 and thereafter it was not working and issued a legal notice i.e., on 21.8.2006 that shows that the defect in the washing machine is continuous since it has not been rectified by the Opposite Parties.

However, the Opposite Parties have received the entire consideration and issued a warranty card. It is settled position of law that where a stipulation in a contract of sale is a warranty, its breach may give rise to a claim for damages but not to a right to reject the goods and treat the contract as repudiated. Where a stipulation in a contract of sale is a condition, its breach may give rise not only to claim for damages but also generally to right to treat the contract as repudiated. In the given case, the defects complained by the Complainant was not attended and the same was continuing till this date. Hence the cause of action is continuous and the complaint is not barred by law of limitation.

As far as defect and deficiency in concerned, before adverting to the rival contentions raised herein we may noticed certain admitted facts i.e., as under:-

On 7.3.2005 the Complainant had purchased IFB FLT Washing Machine Auto Digital Ex for Rs.25,900/- (as per Ex C1) from the 1st Opposite Party who is a dealer. It is admitted that the 2nd Opposite Party i.e., Delight Services Authorized service franchise Mangalore is the service provider and the 3rd Opposite Party is the manufacturer of the aforesaid product. It is also not in dispute that the above said washing machine had a warranty for the period of 24 months from the date of purchase of the washing machine (as per Ex R1). Further it is admitted by the Opposite Party No.3 i.e., the manufacturer that during 2005 M/s. Delight Services authorized service franchise was their authorized center for service at Mangalore and the said authorized service centre was terminated from February 2008.

In the given case, the Complainant admittedly purchased the washing machine from the 1st Opposite Party and he had approached several times which could be seen in his affidavit as well as more clearly in legal notice dated 21.08.2006. Further we have noticed that Opposite Party No.3 in their evidence Para No.4 specifically admitted that during 2005 M/s. Delight Services was their authorized centre at Mangalore and the said authorized service center was terminated from February 2008. And further stated that from 2005 to 2008 the above said authorized service centre did not send any complaint regarding complaint from Complainant about the washing machine. From the above evidence it is very clear that Opposite Party No.3 categorically admitted as we stated above M/s. Delight Services was their authorized centre during the period between 2005 to 2008.


It is the bounden duty of the authorized service centre to intimate the complaint of the Complainant to the manufacturer and not of the Complainant. Complainant admittedly issued a legal notice to the service centre i.e., M/s. Delight Services as well as dealer in this case and it has been served to them despite of that the service centre of Opposite Party No.3 as well as the dealer of the Opposite Party No.3 not taken any steps to rectify or to attend the complaint of the Complainant amounts to deficiency in service.

And further, we have gone through the warranty card, wherein the manufacturer stated as under:

“IFB Industries Limited (“The Company”) warrants to the original domestic purchaser of this washing machine (‘appliance’) that it is free from defects in workmanship and materials. During 24 months from the date of purchase of the new washing machine all the parts of the washing machine which prove to be defective in workmanship and/or materials shall be replaced or repaired free of charge on intimation to the company/company’s authorized service centre nearest to the place where the appliance is installed. This warranty is subject to limitations of warranty”.



From the above warranty clause no doubt in case of defect found in the machine they can contact company’s authorized service centre nearest to the place where the appliance is installed. But in the entire warranty card there is no address given by the manufacturer about the service provider of the locality. The manufacturer ought to have given address of the authorized service centers nearest to the place where the appliance is installed.


In the absence of the same, definitely the consumers who purchased the goods will be put to hardship. No doubt in this case, the Complainant contacted the dealer as well as the service centre approached personally as well as issued legal notice which cannot be discarded. It is significant to note that the defects found in the washing machine complained by the Complainant within the validity of the franchise agreement between the Opposite Party No.3 and the M/s. Delight Services. Under such circumstances, it is the bounden duty of the service provider to intimate to the Opposite Party No.3. Just because service provider not intimated to the manufacturer it cannot be blamed to the Complainant.

The Opposite Party No.3 vehemently contended that the complaint filed by the Complainant before the FORA is suffers from defect by raising a contention that the Complainant not taken steps against Opposite Party No.2 i.e., M/s. Delight Services. Admittedly the Delight Services was made as a party to the proceedings but not taken steps against them by the Complainant. It is pertinent to note that as we discussed herein above in preceding paras the Opposite Party No.2 is a authorized service franchise of Opposite Party No.3 upto 2005 to 2008. That the legal notice dated 21.08.2006 in respect of the complaint of the Complainant issued by the Complainant has been duly served to the authorized service centre i.e., Delight Services.


Even if the steps were not taken against the Opposite Party No.2 the complaint of the Complainant cannot be taken away by this Forum because there is no contractual relationship between the Opposite Party No.2 i.e., Delight Services and the Complainant. The Delight Services is only a authorized service centre of the Opposite Party No.3. It is the duty/obligation on the part of the authorized service centre of Opposite Party No.3 to intimate the same to the manufacturer i.e., Opposite Party No.3 with regard to the complaint of the Complainant.


In the present case, the authorized service centre of the Opposite Party No.3 failed to discharge their obligation as alleged by the Opposite Party No.3 which cannot be saddled the Complainant to come up with this complaint. The franchise agreement is an internal arrangement between the manufacturer and the service provider. If the service provider not discharged their obligations it has to be looked after by the manufacturer and not by the consumer herein the Complainant.

In view of the above discussion, it is proved beyond doubt that the authorized service centre of the Opposite Party No.3 despite of receiving complaint of the Complainant during the period of warranty not informed to the manufacturer of the washing machine i.e., Opposite Party No.3 which shows the negligence on the part of the authorized service centre. And further it is proved that the washing machine purchased by the Complainant suffers from some defects which is not rectified by the Opposite Parties or we can say that the complaint of the Complainant was not attended by the authorized service centre of the Opposite Party No.3 which amounts to deficiency in service.

The Opposite Parties contended that there is no expert opinion in this case to show that the washing machine is defective. In a case like this, the Opposite Parties cannot expect the expert opinion from the Complainant because in the warranty produced by the Opposite Party clearly reveals that the washing machine shall be attended by the authorized personnel only. Under such circumstances, the Opposite Parties cannot expect their goods shall be attended by other persons because in all the cases the facts and circumstances are different in nature. Because the goods are within the control of Opposite Parties and the defects developed within the warranty period and non-filing of expert opinion not wipe out the inherent defects.


In the present case, it is the bounden duty of the Opposite Parties to show before the FORA that the complaint of the Complainant was attended by the authorized service center after receipt of the complaint and the said washing machine was attended by them and it is perfectly in working condition. In the given case, first of all the authorized service provider inspite of receipt of the complaint of the Complainant was not attended the complaint of the Complainant. In the absence of the same, it is considered that the washing machine purchased by the Complainant is not in working condition and the same has some problem and it is proved to be defective within the warranty period.

By considering the above facts and circumstances of the case, we hereby direct the Opposite Party No.3 i.e., manufacturer to rectify the defects found in the washing machine immediately and also furnish fresh warranty for a period of 24 months from the date of repair. On failure to rectify the defects, the Opposite Party is hereby directed to refund the entire amount of Rs.25,900/- by taking back the defective washing machine from the Complainant. And further Rs.5,000/- awarded as compensation for the inconvenience and harassment and Rs.1,000/- awarded as cost of the litigation expenses. The compliance/payment shall be made within 30 days from the date of this order.

As far as Opposite Party No.1 and 2 is concerned, as we discussed herein above Opposite Party No.1 is the dealer, as a dealer provided the service to the Complainant and there is no deficiency is proved against Opposite Party No.1. Opposite Party No.2 is a authorized service provider, since there is no contractual relation between the Complainant and the Opposite Party No.2 the relief against Opposite Party No.2 is hereby rejected.

6. In the result, we pass the following:


ORDER

The complaint is allowed. Opposite Party No.3 who is the manufacturer is hereby directed to rectify the defects found in the washing machine immediately and also furnish fresh warranty for a period of 24 months from the date of repair. On failure to rectify the defects, the Opposite Party is hereby directed to refund the entire amount of Rs.25,900/- (Rupees twenty five thousand nine hundred only) to the Complainant by taking back the above said machine. And further Rs.5,000/- (Rupees five thousand only) as compensation and Rs.1,000/- (Rupees one thousand only) as cost of the litigation expenses. The compliance/payment shall be made within 30 days from the date of this order.

Complaint against Opposite Party No.1 and 2 is hereby dismissed.

Sir,
I have an IFB washing Machine purchased in Goa from M/S. CMM.
I have been using the machine since the last ten years and have had very little trouble with it since I purchased it. Once when I had problems with the machine making noise, I informed the company and they sent me a technician after a few days ( I think it was 5 days when they promised two) The technician that came was prompt in locating the problem ( defective bearings and seals) which he repaired promptly. The charges were very reasonable.
However the methods used by the techinician showed that he was either improperly trained, or like all our other Great Countrymen believed in "Chalta Hain". The bearings were removed and installed using a plier and Hammer. I believe he was taught a better way of working, however nobody else complained about this before in his many years of experience.
I suppose people like those complaining above must be very grateful, that they came at all to bother about how they performed their job.
IFB has its factory in Goa, hence Service Quality is very good. IFB also sells thousands of Washing Machines, so a hand full going defective wont make the company go down on their knees.

But again " sabh Chalta hain" so Chill. Mera Bharat Mahan, hopefully someday.

I bought top load IFB washing machine in 1st week of January this year. for installing n giving demo bout the same a service person was send after 9 days, who was just too poor in his work, what he actualy did was only removed the machine from the box n placed, dint knew how to even give water connection n no demo as well.
Now after 6 months that monsoon is in, again requested for demo, on 9th of this month a person came again with no knowledge then we again requested to send some senior tecqnician, who came today with tons of EGO n no proper knowledge.
i need to get an understanding that when u make such a good machine, why dont u train ur staff to give a proper demo. can i get a proper answer to the same n also a demo.

This is to inform you that I have done this AMC of my IFB Washing Machine on 12/01/10 (Rs.3530 @ 2 years).
My RECEIPT NUMBER is 93365 and CUSTOMER CODE NUMBER is 992602.
This is to inform you that on 16/09/10 i registered a complaint in the customer care as the machine was not working properly. My COMPLAINT NUMBER is 5114350. Its been 10 days i have not receivd any service from IFB. Within these 10 days i called up customer care thrice and they kept on saying that IFB mechanic will attend us very shortly.
I'm in my late 80s n this is very depressing to see such careless attutide of your company towards your customers.
Kindly make a note of it . It is very frustating to call you up each and evry day and at the end of day receiving nothing.
please make a not of it as soon as possible.
Thank you

respected sir
our washing machine has been out of order since 1.11.2010 and we have complained and our complain no. is 5352283.
since 1.11.2010 we have been complaining to the DELHI customer care and they have been saying that they will send someone in 24 hrs but since 1.11.2010 nobody has ever approached us .now after 12 days have passed as we contact them they talk to us very rudely and inappropriate manner.in future we will never recommend anyone to buy IFB products.kindly take the appropriate action against ifb franchise delhi okhala .And please give us a response on my e mail id dr.manojgoel@yahoo.in

i lodged a complaint of the door not openin of my washing m/c on 31.10.2010. the rep came and told that he will come with the new lock within 4-5 days. but till yesterday they did not come, phoning them daily, they assuring daily that today it will be attended. yesterday after 16 days, they came now telling some other problem is there. without washing machine for 17 days you can imagine the situation. i am from chennai staying at anna nagar, 7th main road. i have even lodged complaint no. 5422324

Dear sir,
Customer code:-418899 Complain no.:-5409881
Complain Date:- 11/11/10 Time:- 3:55pm
I have AMC of 2 years from 29/05/09 -28/05/11
invoce no:-88633 AMC no.:-3627
my address:- 63/1, Mahanirban road
Near triangular park
Kolkata:-700029
I had complained om 11/11/10 thursday & the same day man came & told me that your drum is broken & he will repair it on tuesday inspite of my insisting he said he was helpless as the part was not available. They did not inform me that it will late.Then I told them you should inform me. The answer was that it is not possible to remenber to call because many people contact them. With this service center it happenned earlier also. They are irresponsible.
I want to know why should I buy IFB washing machine when I don't get good service. When I called to branch head office they are not answering my question.They are saying that it will be done by weekend as they will send the part today.Then I told them why not today they said it is not possible to do immediately. I told them its already 7 days how can you say immediately. They didnot want to answer me & said it will be done by weekend.
Mr.S.K.Kalyani
My coantact no:-+919830271167

I am a customer of IFB washing Machine, Now I have a big problem due to only repairing of my washing machine, No service center is present in my town. Please advice me, what is the procedure to repair the washing machine in my town. My address is Kushan Sikder, Pirojpur 1st Lane, Lokenath Apartment, P.O.+ Dist – Malda, W.B. 732101