IFB Mumbai
25.12.2008
Re: our complaint lodged no. 2413116 dt. 14th Nov. 2008
This is to inform you, that nobody has turned up till today. Your Service centre Perfect Cool Services, personnel are only telling lies. Every day in the morning when they are contacted (Jian, Ahsan Mallik... etc.) they assure us that, 100 % today somebody will attend to your problem. I am really fed up with such kind of liars. I request somebody to pleeeeease look into the matter and pull up your lethargic staff and initiate some action from their side.
Regards
Shailesh Mendon
IFB
Mumbai
23.12.2008
This is to inform you that after rigorous follow-up, your person had finally come yesterday to attend the same.
Yesterday, your person has confirmed that the machine will function properly now. He had suggested to set the machine running idle (without clothes) and has left the place before the entire function was over, assuring me that there won’t be any problem now. Yesterday night, after the function was over, we have switched off the machine. Thereafter, today morning when we tried to open the door to load the clothes for washing, we found that the machine door is locked. This is ridiculous. Now, I think it will take another one month for this problem to get resolved.
We really wonder whether your technicians are not capable or your spares are of sub-standard quality or the product is only useless??? We haven’t experienced so many problems with any of the branded goods that we own.
I finally request you to please depute a qualified engineer (along with all the required spares) today evening positively (after 7.30 pm) to resolve the above problem permanently and instruct him to complete the entire wash process (only verbal assurance from his end will not help).
Please note that we are not ready to wait any further (it is exactly 1 month 11 days that the machine is down) and incase your engineer is not able to repair the machine today, please refund us cost of machine so that we can buy another washing machine of a better brand `which functions’ & `serves the purpose for which it is purchased’ as it is not a luxury item for a working couple like us….it is a necessity.
Regards,
Shailesh Mendon
Note: Forwarded message attached
-- Original Message --
From: "shailesh v mendon"
To: [email protected]
The Customer Service Manager
IFB
Your service person had contacted me on Sun 14th Dec. 2008 around 12 pm (This is for our complaint lodged no. 2413116 dt. 14th Nov. for which we have been following up practically every day with your call centre) and informed that he is sending his person to fix the faulty motor. I had told him specifically that we will not be available after 6.00 pm. He told me that the person will come at 3.00 pm. The person came at 7.30 pm. when we were on our way out. We told him to come on the next day after 7.30 pm. ie. on Monday 15th Dec. On Monday, the technician gave a call around 6.45 pm. saying that he has come to my place and nobody is there at home. We told him to wait there and rushed home. As per the technician, he was informed by your office to report at 6.00 pm.
The motor which the technician had brought to replace the faulty motor looked like a used one, and when i enquired with the technician, he mentioned that it was a new motor. On inspection of the motor, i found that the dt. mentioned on the motor was August 8, which was also pointed out to your mechanic. Still, the mechanic installed the motor and it failed to start. Now, he has promised to visit today or somebody else will come in his place.
The kind of service we are subject to from IFB is really pathetic. Whenever any major part is replaced, it is but natural that the replacement part should function for another couple of years and not just used as a stop gap arrangement. Here, it doesnt function on the first day itself. I shudder to think, what would have happened if it had worked yesterday and then again stopped working after the mechanic left. How many more followups would have to be done to get the machine in a working condition. What use is the AMC, if it takes months to repair the machine. From the second year itself the machine has started giving problems and is more in an idle condition than in a working condition. The amount of frustration, we are facing after the purchase of the machine is unbearable. Hope somebody will give a thought to this and not penalise us for trusting your product.
Regards
Shailesh Mendon
Mumbai Service [mailto: [email protected]]
Sent: Wednesday, December 10 10:53 AM
To: swati.mendon
Subject: Re: Non-attendance of Complaint.
DEAR SWATI,
PLEASE GIVE THE TICKET NO. OR YOUR PHONE NO. OR ADDRESS.
REGARDS
IGGY
&-- Original Message &--
From: swati.mendon
To: [email protected]
Sent: Tuesday, December 09 12:19 PM
Subject: Non-attendance of Complaint.
The Customer Service Manager,
IFB
Mumbai
Dear Sir,
This is in connection with my complaint regarding non-functioning of IFB Washing Machine (Executive Elite).
Please note that ever since the machine is purchased, it is giving serious trouble. Initially there were small problems which were sorted out during the warranty period. Even your service Engineer Gopal (who has left the firm now), who had come for demonstration was more interested in selling the accessories like trolley, soap etc. rather than giving proper demonstration. Moreover he was not interested in attending the complaints after 6.00 pm. We were really fed up with him.
Now in May thinking that atleast AMC (which is a paid service) will be better, we have entered into an AMC Contract with IFB. But regret to say that the service level before the AMC and after the AMC remains the same i.e. it is equally bad. Every time the machine breaks down, we have to make atleast 15-20 calls and the waiting period is minimum 2-3 weeks. We had called Mr. Gopal (in the month of June after complaining & making 15-20 calls) for a break down and found that he wasn't sure of the basics also. Because the connection which he had made were reverse (this was told by my brother who was present at that time, since my brother is an Electronics Engineer). But Gopal was not ready to accept the facts due to ego problem. The very next day we had a problem and the machine was not functioning. He came and again reversed the connection and the machine began to function. I really doubt the quality of your technical personnel!!!
I feel the washing machine is basically purchase to ease out the washing function on a daily basis. If there is a break down every 6 months and there is no response to the customer complaint, I feel both the product and the customer service is bad. It clearly shows that the Company is not at all doing well because if it takes 3 weeks to procure the spares like Motor, then I think IFB should close down the operation.
It was on 29th of Nov that the motor replacement was suggested by your Engineer and he had confirmed that the person will come with spare motor on 1st of Dec but today is 9th of Dec, till date no one has turned up neither bothered to call up and inform the status.
When we called on Saturday 6th of Nov at your call centre again your person has informed us that no spare motor is available so it will be possible to send some one on 8th Dec. Yesterday also no one has turned up. After calling again, we have been asked to lodge the complaint once again and give all the details and they have confirmed that they will send the person today. This is ridiculous and height of negligence on part of IFB.
We are working people and cannot sit at home waiting for your person to come. I believe your people are not interested in attending calls after 6.00 pm. But since we are working, we are available only after 7.00 pm at home. I have warned your call centre time and again to send the Engineers only after calling, but still they come without notice. Yesterday also when I spoke to your call centre inspite of informing them that the call was not attended since 12th of Nov, they were very casual in their attitude and asked me whether it was possible for them to send the Engineer in the morning (as it is a Bank holiday today). On which I have informed him that we are working today. This shows how much you all care for the customers!!!
I regret to say that I am highly dissappointed both with your Service Level and also the functioning of the machine. It is very bad and I regret the decision to purchase such an Expensive Machine (when cheaper options were available in the market). I will never recommend this product to anyone in the future. All your promises of customer care seemed to have vanished in air after the product was sold to us. Also regarding the spares, the quality does not meet the basic standards, i.e. the motor was replaced just two weeks before (the Engineer has come on 29th Nov).
Incase you consider the above views are genuine, you may look into the matter. Incase you feel (after reading this mail) that some one must attend to the above complaint on an urgent basis, you may depute a genuine Engineer, who has thorough technical knowledge, only after 7.00 pm today positively only after calling Mr. Shailesh Mendon (9819553040), failing which I will have no other option but to take serious action against IFB for cheating us with a substandard product.
Regards,
Swati
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