Would like to highlight the pathetic response (or no response) to my complaint (No. 7952373) logged on 29 December regarding my washing machine.
It is a brand new machine and been used only twice. I have shifted to a new house and in the very first run, there was ear shattering noise when the machine went on spin mode. I immediately logged a complaint on 29 Dec. There was no response for 5 days, despite having made almost 20 calls to your customer care no. (1860 425 5678). Households usually don’t have a "back up" washing machine and having dirty laundry pile up for 5 days is a very jamming situation.
I don’t understand what kind of Service levels IFB works with for attending to complaints; 5 days by any stretch of imagination is pathetic. However IFB couldn't care less and in every call I was given giving several false assurances and shared several fake nos (of service centers and service leaders who didn’t pick up the phone at the other end). I also shared the feedback on your website but, IFB lived up to its reputation – NO RESPONSE. It was always me, the customer, following up and NOT A SINGLE call back or query from IFB to understand the problem.
Finally 2 technicians came to check on 2 Jan and to my utter surprise said that the bearing needs to change, which will take further 5 days to get the relevant parts. After 5 days (Jan 6) when I enquired, I was told that the truck is awaited and positively on 7 Jan my machine will be rectified. Till noon on 7 Jan there was no response. I called up and I was told by one MR. Srikant that the truck is awaited at 2.00 pm. Several follow-ups and more stories!! Finally at 5 pm I was told by Mr. Srikant that the parts have arrived but the technician is getting late to go home hence my complaint will now be attended to on Monday, 9 Jan as IFB is closed on Sunday!!! Total apathy!
We are a working couple with 2 kids. You can imagine my plight with severe winters, washing machine not working, dirty laundry piling up amongst several other teething problems that come with shifting in a new house. For some days we managed but thereafter every evening, after returning from office, I am having to carry my pile of clothes, drive 10 kms to my mother’s place for washing!!
Am appalled at such apathy and non-seriousness of IFB sales executives and pathetic after sales service. I had LG machine prior to shifting into my new house and am sorry you guys are not even a patch on them, as far as their customer orientation is concerned.
I don’t want to be saddled with a pathetic IFB product. I demand that either my machine be replaced with a brand new machine or my entire money Rs. 27000 returned as this “box” is of no use to me.
I am escalating the issue to “Jago Grahak Jago” website as I have no hope from sleeping and unconcerned IFB executives.
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