Dear Sir,
I am writing to bring to your notice the extreme harrassment, distress and lack of service by technicians from Laxmi Service Centre, Noida.
I own a washing machine from IFB - IFB Elena, bought about 8 years ago. Recently, the power in my house was tripping and we were not sure if the machine could be a problem. I filed a service complaint which was attended the next day by Mr Kiran Pal from the service centre. He told me that my machine motor was short. My machine was working fine and able to complete full loads, but he insisted that the motor was at fault. He got a senior technician with him, and they told me that the motor cost somewhere close to Rs 7000 if I got it done through IFB, but if I get it done through them on a personal basis, he will charge me Rs 3500. He also said that the company store will take a long time, he had some spares and he can change the motor on a personal basis. I got it done on a personal basis and requested them to provide me an AMC, but they assured me that they would help me for 3 months. After a while, the tripping problem resurfaced, and I called Mr Pal to check the motor. This time he and Mr Manjeet told me that the timer was not working. In the meantime, our electrician was able to find a faulty switch, and our problem resolved. My machine was working fine so far, and I could not believe that the timer had an issue. But they told me it would not last long, and that it will cost about 3000 Rs to do it on a personal basis. I suspected some tampering, and requested an AMC, but I was told that I will have to go on a personal basis, else my machine would never be repaired. Fearing foul play, I did not get it repaired through them. For a while, I started washing clothes myself, and this dragged on for two weeks. I have two small children, I am a working woman and it was getting very difficult. I called up the service centre and complaied to them about the technician. Mr Rajesh who attended my call told me that the timer cost Rs 1500 and he will send some other technician. Another five six days passed, I kept calling Mr Rajesh and he said he would get it fixed. Later, he told me that my machine would never be fixed, as I had tried to get an AMC. I eventually went back to the customer care number to request an AMC and repair of machine. This complaint was made with complaint number 158131. Since then, Mr Pal has been calling me and harassing me saying that my machine would never be repaired. I also talked to Mr Vikas whose number was provided to me by the customer care (0120-2833214/2854791). He told me that my problem would be attended very soon, and nothing happened.
Tired of multiple days of washing clothes, I was forced to buy a new machine. I am a fan of IFB products, and I realize that my machine never had a problem in the first place, it was the faulty switch. I owned and loved my Elena for 8 years, and also own a zephyr with no complaints. So I have bought a new IFB Serena last sunday. The dealer Rythm House made a prompt delivery to ease our pain, but it seems that even after far more than 48 hours have passed since the machine was bought, it hasnt been installed. My dealer has told me that they have passed installation instructions to the company, but I am not sure whats up. I suspect the technicians are at game again.
I request you to kindly take note of this matter and have:
1. My new machine installed.
2. Get the service centre to pay me for the damages incurred.
3. Take action against Mr Pal, Mr Manjeet, Mr Rajesh and Mr Vikas.
Regards,
Sonal
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