I had purchased an IFB Digital 6 Kg washing machine serial number 000058090703020634 on 10 Aug. On 15 May due to the faulty working of the washing machine my son suffered second degree burns and scalding of both feet and right forearm and was admitted in hospital for 10 days. I was also injured in the left foot in the same accident. I registered complaint on 18/05/10. Subsequently engineers from authorised service centre checked the machine but could not find any fault. However, they changed a part related to thermostat settings.
Subsequently on 28 Aug 10, during the wash cycle of the machine the door automatically opened. I lodged complaint no. 5013797 with customer care deptt of IFB. An engineer visited again and informed that some electronic board had gone faulty and replaced it. However, the machine malfunctioned again and the door opened on its own which is a big risk. A complaint was lodged again (Complaint No. 5113158) for which the service agency sent another 'repaired' board to be replaced. However, I denied saying that since the machine is repeatedly malfunctioning, the same should be REPLACED. No action was taken. Today, i.e. 28 Sep 10, the machine malfunctioned again THRICE when the door opened on its own and thereafter the working has also stalled. I contacted IFB customer care who said that complaint number 5113158 is still open. I also tried to contact the service head of Delhi (Okhla) branch (tele no. 011-26372486), Mr Sanjay (Mobile no. 9313779796), Ms Pallavi (Mobile no. 9310101149) but was unable to get in touch with them. I contacted Ms Monika (Mobile number 9953479656) at Okhla and explained my problem to which she promised to call back but it was to no effect. All subsequent efforts to contact Ms Monika were futile as the mobile was switched off deliberately after one call got through with her.
It is evident that there is a MECHANICAL/ELECTRICAL/COMPUTER related problem with the machine which even the engineers are unable to pin-point. Also since the machine is fully automatic and has the capability to run at high temperatures up to 95 degrees Celsius (which is near boiling point of water), the fault which makes the front door open while in the wash cycle is extremely dangerous to the life and limb of my family members. I have already suffered earlier when such hot water came pouring down on my son's feet and burnt them. His scars are a VALID proof of the same. In spite of conveying the grave danger and request to change the machine, the same is falling on deaf ears and time and again I'm being coerced into accepting repairs which are not alleviating the main problem. Since the machine is under WARRANTY and has now malfunctioned SEVERAL times, I feel that the company should do the justice of replacing the same at the earliest with a new machine of the same model/make. I therefore request you to initiate necessary action in this regard.
Sincerely
JS Chhatwal
28 Sep 2010
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