I am an IFB customer... using front load washing machine for more than 4 years. Initially i had to struggle a lot to avail the AMC of the washing machine. I have been availing the AMC through out. In the month of december I had a problem with machine. I got a complaint registered and the service engineer came and changed the part and went away. After couple of days the service engineer give's me a call and says that I have to pay Rs. 770... the cost of the part changed. Why? // - because AMC of the machine got expired in on 31st Aug'2011. Surprisingly... I didn't received any call from company saying that my AMC has expired and is due for renewal.
My question is - IFB being a multinational company and claim that they honor and understand customer needs... don't they have simple system to track the AMC expiry date's of all customer's (who so ever has availed). Customer can miss the dates with a belief that company is their to remind them (as IFB claims to be more service oriented company and normally it happens in most of the service oriented companies). There are service centre's dedicated to respective zones and clusters. They must be having a data base of thier customers alongwith AMC expiry dates. They can give call to remind renewal of AMC. Other companies do so. But no body called and informed me about the renewal.
Eventually I called the service engineer and paid him through cheque. Again after couple of days i got a call from the service engineer saying that - I have to pay in cash rather than cheque. He has been following me for the same for past couple of days. My question is -
1. If IFB is talking about customer service orientation... blah.blah... blah, (from the above example I dont see any customer service part being imparted properly), where is it in my case? Or IFB should clearly mention in a letter that... we dont have a system of reminding customer's about the renewal.
2. Why I should not pay through cheque? Why service centre is (AEON - ghaziabad) not accepting cheque? Why they are dmanding cash?
The above incident clearly indicates that IFB is not service oriented and it is ONE OF THE companies which has entered into market to sell its product by false promises.
So - before purchasing IFB product, Please be careful as they are not service oriented. You have to maintain your own status report.
With best wishes
K.Balakrishna
9958613131
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