Thanks for this great initiative from your end. I am in need of your help and would be thankful to you if you could help us.
My name is Rajesh Garg and we purchased IFB washing machine almost 2 years back. We have been facing lot of issues since last few months and logged several requests and followed endlessly (on phone/emails/request IDs logged as below with IFB customer care) with IFB customer care to get our IFB washing machine's recurring problem resolved:
1. Request ID: 6233946 dated 21st April
2. Request ID: 6399490 dated 21st May
3. Request ID: 6901791 dated 7th August
4. Request ID: 7350604 dated 9th Oct
5. Request ID: 7444753 dated 21st Oct
However, even after following up with several people at IFB office as well as customer care, the problem remains unattended/unresolved. I would like to put some facts to this issue again:
1. My machine has been giving problem since the month of March, 11 and several requests (as mentioned above in my mail) have been logged with customer care.
2. As soon as the machine went out of warranty, I was told that some parts have become faulty (including shockers). The problem has been same everytime when the request was logged that the washing machine stops intermittently while running and washing clothes. Everytime, the IFB engineer comes and tells us that there is no issue in the machine. In the 2nd last request (marked bold), the engineer told us that the parts are bad and it will take INR 7K to repair the machine which is worth INR 14K. I do not understand why we are being asked to pay for the parts which have been creating problems for almost 6 months now. Pls note that a part like shockers cannot go down on the day of machine going out of warranty. These should have been repaired under warranty when the requests were logged for the same recurring problem so many times.
3. I was also told that the PCB of the machine needs replacement and is additionally chargeable, however, just to inform you that the same is working fine after a small tweaking of setting in the washing machine by a person from a different service center.
4. The AMC of this machine was not taken despite asking for the same. This means that there was something seriously wrong somewhere with the customer service people.
Please note that I have been calling since last several days now and everytime I have been told that I will receive the call from IFB customer service. Nevertheless, I never received any call. However, when I wrote a mail to them stating that I will approach consumer forum, I finally received the call as follows:
1. Call from Ms. Deepika Yadav, IFB representative on 27th December, 11 stating and assuring that the machine will be repaired within a week as a special case free of cost accepting the lapses at IFB customer service end.
2. The same lady called again after a week stating that they would be charging for the repairs. I do not understand the change of stance again after a week.
This case shows that there is a complete lack of commitment for customers, cheating on account of the support executive who used to visit us everytime (during warranty) as well as some senior executives within IFB (who committed that the machine is being repaired within a week, but not done). It seems that there is a big nexus within IFB customer care who is involved in cheating customers during warranty period and then sending inflated bills for repairs and harass customers like us. I hope someone senior in IFB looks at such customer dissatisfaction and harassment at India as well as global level.
As a result of this, I have no option, but to approach your esteemed forum for help as these issues were deliberately neglected by IFB when the machine was in warranty.
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