Following some problems with the way our Elena washing machine (purchased Jan) was spinning, we contacted IFB customer care (mid Jan '09). Someone visited two days after the complaint was raised and said that the program setting knob had some loose contact. He supposedly fixed it and it started working again.
After three days the same problem occurred and we called up customer care again. The mechanic came after four days and said that the issue was due to the calc deposit in the machine.
A water softening tool from IFB had been fixed to the water inlet of the machine following IFB's advice at the time of the purchase of the machine. The representative did not check the pipes or water in/outlet and simply assumed that the culprit would be the calc.
He poured 1.5 pack of IFB's descaling powder into the wash powder tray and half a pack into the drum. That when it was clearly written on the pack that the powder should be poured into the wash powder tray only. After that the drum went black!!!
He demanded Rs. 300 for the powder though we were on AMC!! We did not give the money though.
The drum should have been washed and the filter cleaned after the descaling, which he did NOT do.
After n number of phone calls and arguments, the guy who screwed up our drum came to "investigate" and we were promised that the drum would be replaced (1st week of Feb), which hasn't happened till now. Since 18th Feb '09 the machine is back to square 1 and not spinning properly. I raised a complaint on 19th, then followed up on 22nd and was told that they haven't been able to visit since the PIN code given in the address is incorrect. To be noted is that we had already been visited thrice in a month's time - so I don't understand how the PIN could be the reason for the delay in service!
We were told that the issue has been forwarded to the local franchise and were given a contact number (Gopi - 9848409462). The franchise guy told us that the issue had already been addressed and that the representative had informed them that the drum needed to be replaced. I told him that that was one thing and that the more urgent issue was that the spinning was not right and that it needed to be looked into immediately. Then he said that it cannot be done until the drum is replaced and that he will call in 2 days and let me know when he can send the vehicle to take the machine to the service centre. Three days have passed and no one has called.
By the way, we were initially told that we had to bring the machine to the service centre ourselves. How could that be our problem when the damage was caused by the IFB people?! It took me some tongue-lashing for them to agree that they would come and take the machine. The question is: When?!
In case anyone has got any doubt - I didn't buy a washing machine so that I can wash my clothes myself!!!
0 comments