I have purchased a washing machine IFB Digital 7 kg from M/s. Vasanth & Co, T.Nagar Brach at a cost of Rs.29, 700/- on 17/08. The same was delivered to me on 21/08 and Technicians from M/s. RK Internation, Vadapalani, Chennai came for demo on 22/08. They installed the machine and told me to buy Filter, tap, stand and cover for the machine. However, I have purchased only the filter (Rs.1800/-) and tap (Rs.450/-) on the same day.
However, on 28/12 the machine got problem. Water was leaking from the machine through inlet pipe and tap and machine is not sucking the water. I have informed the customercare centre on the same day itself. They gave me the complaint id No.1981193 and complain no.3932063 and I gave a call to M/s. RK International and inform them about the problem and about the id no. They informed me that their technicians will be attending the machine on 29/12. However, they have not done so. I telephoned them for more than five times on 29/12 and the technician from M/s. RK International informed me over phone to check the plumbing work done in the home. Finally, they came on 30/12 and told us some board was damaged inside the machine and we will rectify the problem within two days. But, they have not rectified the problem. I am keep on calling them to rectify the same. They told me that they are not getting spares from IFB for the past one month. When I called M/s. RK International on 12/01 and informed them to replace the machine, the receptionist informed me “we are the service centre persons and you contact the shop where you purchased the machine for replacement of your old machine”. This is not the way that an IFB person replies. Then I called Mr. Sarath, MD, M/s. RK International on 18/01 to know whether they will rectify it or not and told him to replace the machine with a new piece as it was under the warranty. He told me that they he will send a mail to IFB reg. the same and informed me that the machine will be rectified only at our godown and he also informed that their technician will come and shift the machine tomorrow (19/01). Technicians from M/s. RK International came on 19/01 and shifted the machine from my residence to their godown.
Mr. Sarath called me on 20/01 and informed me that the water tank is very close to the machine and it should be 25 mts above from the machine. So you shift your residence from second floor to first floor. I told him that I am residing in a rented house and I can’t do so. Today (22/01) he called me again and informed to purchase a motor worth Rs.1500/- from them so that only the problem of water level will be solved. Though I am living in a rented house it is not possible to shift my residence. They have not informed me anything about the water tank level or the motor to be used etc… at the time of purchase and at the time of installation. When I asked him about it, he is telling me that “its your mistake and you have to bare it. I’ll the send the machine to you and its your burden”. It is not the way that IFB customers were treated and I never expected this from the IFB service centre. We the consumers are believing that IFB is no.1 in home appliances and customer care. But this matter will damage the good name created by IFB among the customers because of the back offices that has been allotted as a customercare centres.
In view of the above, though I am monthly salaried person, I can’t bear this amount. Please arrange me to replace the machine and I request you to take necessary action against them or teach them about the behavioural manner otherwise the name created by IFB will get spoiled.
If steps are not taken about this issue then I have to approach the consumer court to get justice for my problem.
ANAND D.
98414 67247
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