From: Ramani. N.V (Regional Manager - West)
Sent: Tuesday, October 21 11:08 AM
To: [email protected]
Cc: padma ramani [[email protected]]
Subject: RE: Complaints on IFB W.M
HEAD,
SERVICE/AMC,
IFB
COMPLAINT ON IFB SENATOR WASHING MACHINE
REF: COMPLIANT NO.2294732 DT 14 10 08
I refer to my message of 19th Oct’08. Regret that there is no response and not even an acknowledgement from your end.
Though the mechanics came and attended on 19th & 20th Oct’08, the compliant is yet to be resolved and the Washing Machine is not doing its job, thus putting us into lot of hardship and inconvenience. I give below the sequence of events.
• 13th Oct ’08 – The Washing Machine stops working.
• 14th Oct’08 - Day 1 – Compliant lodged in the morning hrs. with IFB Helpline. Late evening a mechanic by name Babu comes and inspects the machine and finds that the motor and V belt are defective and need replacement.
• 19th Oct ’08 - Day 6 – After innumerous calls, another mechanic by name Ashish comes with a new motor and V belt. On checking the machine, he finds that the OE motor is okay. Replaces only the V belt and goes away. After the mechanic left, when clothes were put on the machine, it was observed that the machine was not working well.
• 20th Oct ’08 - Day 7 – Repeat compliant is reported to Elite Services (IFB’s Franchise at Mumbai). After day long follow up, a mechanic comes home at 9.30 PM, he did something and said there was loose connection and that the machine will work alright from now on. We tried to wash clothes and found once again that the machine is not either washing or drying.
• 21th Oct’08 - Day 8 – Once again repeat compliant is lodged with Mr Michael of Elite Services.
We do not really know who is handling the Customer Care affairs at your Service Franchise Elite Services. Every time we give a ring to them, different persons attend the calls and make us to narrate the whole story again & again. I tried to talk to Mr Wasin whom I understand is the Proprietor of Elite Services. He never comes on the line and he asks somebody else to attend the calls and give some vague replies.
From the above, it can be observed that we have been taken for a good ride for almost 8 days by both IFB & its Service Franchise. There seems to be no responsibility or accountability either at IFB or at Elite services to redress the consumers compliant. You are once again requested to look into the matter and revert back to me immediately on the plan of action you propose to take to rectify the defect in the Washing Machine which is covered by your AMC.
NV Ramani
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From: Ramani. N.V (Regional Manager - West)
Sent: Sunday, October 19 11:34 AM
To: [email protected]
Cc: padma ramani [[email protected]]
Subject: Complaints on IFB W/M
HEAD,
SERVICE/AMC,
IFB
I am residing at Mumbai (Bandra west). I have a IFB washing m/c (Model: Senator Sr. No:21993) which is covered under your AMC.There was a problem on the m/c and a complaint was lodged on 14.10.08. Complaint Ref: 2294732 .
On 14th evening, your service person came, inspected the m/c and said that the motor has to be replaced and that he would bring and fit the new motor soon.
It is now 6 days since the complaint was made and nothing really has happened. I and my family is put to a lot of hardship and inconvenience. I am simply appalled at the way your customer care is responding to our numerous calls. Every time we have to brief the case history and we are being asked to contact 101 persons to get the complaint attended. To put it simply, your customer care people are playing " Shuttlecock" with us.
I am sure your company has some benchmarks/norms on service delivery to the customers and by any standards the service delivery being rendered to me will be nowhere near your norms.
I hope you will look into the complaint more seriously and have it resolved immediately without further loss of time.
I now await your response and confirmation on the action being taken.
Yours Sincerely,
N V Ramani
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