Ref.: 23681171
Mrs. Niharika Asher - Washing Machine - Senator
Email dated 26th January
Subj.: Reminder for the complaint mailed on 26th January
This is to bring to your immediate attention that the no action has been taken from your side with respect to the complain made by me on January 26. This behaviour on the part of the Company and the management is just not acceptable.
The Company has not even bothered to respond to the complain emailed by me. I want to know the status of the complaint registered by me at the earliest.
If the company does not respond to my mail and take the relevant action i will be forced to approach the Directors of the Company i.e. Mr. Somen Bal, Mr. Radharaman Bradharaman, Mr. Bikramjit Nag.
Niharika Asher
From: [email protected]
To: [email protected]
Subject: Attn. Senior Management
Date: Wed, 26 Jan 21:00:21 0530
Ref.: 23681171
Mrs. Niharika Asher – Washing Machine - Senator
Subj.: Poor Service
This is to bring to your immediate attention that the after sales services provided by your company and your authorized franchisees have been extremely disappointing and frustrating. This is despite of being in the annual maintenance contract for 2 years beginning from 24th October.
There is a water leakage from inlet water pipe which is joined to the machine. The leakage has occurred due to the repairs which were being carried out by the technicians. Note that prior to this there has never been any water leakage from the inlet water pipe of the machine.
The table top of the machine has got separated and yet needs to be stuck back to its place.
A complaint for the above was made at IFB’s customer care, complain no. 5733691. Technicians state that the inlet water pipe will have to be replaced. However, the technicians are not ready to take the responsibility of the same and have asked us to bear the cost of the same, Irrespective of the fact that the same has happened due to their negligence.
Following are the list of events that occurred during the period which would give you a clear idea:
1. A complain was made at the IFB customer care in October for water leakage problem from my washing machine. Technicians from Elite Services i.e. your authorized franchisee were sent for checking the machine.
2. Those technicians mentioned that the inner drum/tub needs to be changed. The drum/tub was changed on 24th October cost for the same amounted to Rs. 2, 750/- which has been duly paid. However, there was water leakage again on the next very day and the second time top hose and bottom hose were changed, amounting to Rs. 350/-.
At this point it I believe that the original drum/tub did not require any replacement.
3. Later there was problem with the timer which did not switch off automatically when the cycle of the machine would finish. Many reminders and calls were made over a period of two months at your authorized franchisor (Elite) for the same.
The circuit for the same was changed.
4. The next very day the machine’s water heater stopped working. The days prior to and on the day when the technician turned up to check the heater there was no water leakage from the machine. However, when the technicians were working on the machine there was water leakage. It was assumed that that was just for time being since the work was under process.
Later at night there was again water leakage and this time it was from the inlet water pipe.
We complained at the IFB customer care and also spoke to the Mr. Wasim, Manager of Elite Services, situated at Mahim, Mumbai – 400 016. I was informed that if the fault had occurred due to the technician then we would not be charged for the same. However, the technicians do not accept that fault happened while they were working on the machine. Temporarily the technicians have stuck “M-seal” on the inlet pipe though that has not served the purpose.
I may also mention that the staff at Elite Services has been very rude in communicating.
In view of the above incidences and the kind of services that have been provided up to date I am not wrong in thinking that the drum/tub did not require any change and that unnecessary expenses have been borne by me for the same. I am forced to think that the technicians of the company change the parts irrespective of the fact whether the problem will be solved or not, just because that the customer is going to bear the cost.
In case of the leakage from the inlet water pipe I decline to bear the cost (Rs. 450/- as mentioned by technicians at Elite Services) since that is not my fault. Just proves that how customer friendly is IFB Industries Ltd.
I am sure you will be aware that there are huge number of customers out there how are absolutely frustrated with the kind of services that they have been receiving from IFB. I am personally aware about 10 people who are have vouched to never purchase any IFB products in future.
Also note that we have been informed by the technicians that the customers are not given any “job card”.
Look into the matter at the earliest and get me a replacement done for the inlet pipe or I will have to go to the senior management.
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