IFB Industries Limited / Digital 7 kg Washing MAchine
Not attending complaint for breakdown of washing machine complaint no 4993383

We have taken an AMC with IFB Industries Ltd. The contract Serial No is 11567 dated 26th March (Job No 2860477). The period of contact is from 26th March to 25th March.

We have registered a complaint for machine not working on 26th August. The complaint no given was 4993383.

Probably next day a service engineer (Imtiaz Sheikh) came after huge follow up. He came very late in night may be probably beyond 9 pm. He could not repair and said that motor needs replacement. We were promised that he will come next day.

We were continuously following up with their local service center and taking to one Mr. Shanshikant Mishra. He kept on promising we will repair and that part is not in stock. We will get the part and send someone today or tomorrow. But that day never came.

We raised the bar of complaint and called IFB Customer Care and got number of one Mr. Sonu (land line No 25174582) and Ms Amrin (9322819124). No one picked up the phone and our frustration increased further.

We contacted Mr. Mishra again and the amount of frustration which we showed him forced him to give mobile number of Mr. Shashank - Executive (mobile no 9323042442). This was on Thursday Sep 2. This gentleman pickup the phone after few attempts. We again narrated entire story to him. He promised to give call after talking to right people in next half an hour. He never came back. We still showed our patience and called him again after few hours. Mr. Shashank said he has personally searched the part and that will send someone tomorrow. About an hour later we got call from One Mr. Datta saying that Shashank did not provide proper information and that part has to come by courier. We will get part tomorrow and promised that definitely service engineer will come on Friday and repair the machine.

On Friday Sep 3 we followed up and were kept on telling by Datta (and here again we rose bar of complaint and talked to him boss as well - Mr. Nilesh Dhedhia - 9323546636). We were told on various inquires we will get part at 11 am, next promise was 3 pm, next was 5 pm, next was 7 pm. But never came.

Again we have been trying to reach various people on Saturday. Datta is not picking up phone. Nelish is in same boat. Ultimately we again were lucky to contact Mr. Shashank. The part was stilled not received. He on insistence took Ms Amrin.

I threatened Amrin and Shashank that I want refund of my AMC money as IFB has failed in its duty. However they again promised that we will take almost care and ensure that service engineer with part will come to our house at 5 pm today i.e. 4th Sept. I requested them that send the person by 4 pm that it will enable us to do some household shopping work in the evening.

As we had expectation no one turned up till 6.15 pm. We are trying to call Sonu, Shahshank. Amrin. On one is attending the phone. One surprising thing is the phones are coming engaged some times and some times the call is unattended. This means that someone is using the phone but seeing our numbers no one is picking up the phone. In fact I got SMS from Mr. Shashank that he will not be able to pick up the phone. In spite of knowing that customer is aggravated and the promises to him are not kept he had courage of saying that he has some other thing which is important.

We have now option to complain the same at Consumer Forum. The amount of follow up, frustration I want to get damages from company which should be refund of AMC Rs. 25, 000/- (this is minimum and may increase depending on legal advise) expenditure incurred on legal including the cost of time spend by me.

Would request your help in this matter to resolve the issue. I am sure there are many more cases like this and we must have huge penalty on such companies and their executive where they are taking consumer for granted.

Thanking you.

Tushar Naik

Contact No 022-28500032.

Company: IFB Industries Limited / Digital 7 kg Washing MAchine
Country: India
State: Maharashtra
City: Mumbai Suburban

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