The Chairman/Chief Executive Officer,
IFB Industries Ltd.,
A-56, Okhla Industrial Area,
New Delhi.
Reg: Delay and Inefficiency in attending the complaint no. 3505860 dt. 17.09.09 for Senator Washing Machine under AMC
Dear Sir,
I have enrolled myself as a customer for AMC of captioned washing machine vide AMC No. 18737307 on26.05.09. I had submitted a telephonic complaint at the mentioned tel. numbers on 17.09.2009 and it was supposed to be attended within 24 hours of the information to IFB, whereas only after persistent tel. follow up your service representatives turned up only on 20.09.09 that too with incomplete information regarding the fault. I am constrained to bring to your kind notice the grossly objectionable level of misbehavior by not only the service representatives who turned up at 3.30 pm and started demanding the AMC document like police constables demand your vehicle papers for checking/challaning purposes and not for serving the customers at all. Deliberately the papers were not shown to them because under none of the 15 conditions printed on your AMC contract anywhere it is required that these papers would be mandatory for presentment like a railway ticket for journey. You have my all the relevant details including the tel. no. and residential address for which you have issued this AMC, then why have the service representatives behaved in a highly irresponsible manner by way of making it a pre-condition that they would not attend the machine if the papers are not shown to them and exactly they behaved accordingly. In spite of their having agreed to come in the morning of 20.09.09 they did not turn up for the whole day. At 8.30 pm approx, the matter was taken up with one of your Service Incharge- Mr. Pankaj at his cell no. 9711200598- he too not only avoided the matter for getting it expeditiously attended and answering as to under which authority from IFB’s Contract Note, I was required to present the AMC Document to your service representatives-to which he replied in a highly irresponsible manner stating that they are not IFB employees and are simply an outsourced firm working for IFB and would not attend the washing machine till they are shown the AMC Document to them – meaning thereby if somebody cannot present the AMC Document – first he would be required to obtain duplicate document and then show it to your servicing staff – what an objectionable and ridiculuous situation for a customer who has not been told to preserve this document and present it to him at the time of visit of their servicing staff.
Therefore, you are requested to:
1. Explain the conduct of your company-do they serve as IFB or simply hire/outsource such irresponsible people resulting in shaking our trust-we feel IFB is servicing whereas the outsourced staff has not been even properly sensitized as to how to handle the customer care issues in such situations;
2. Were your representatives justified in demanding the presentment of AMC Document?
3. Are there any instructions from IFB to service staff for requiring the presentment of AMC document?
4. If no, how did it happen with us?
5. Please explain and indemnify the delay and inefficiency in providing service under AMC. My family was held up for five days-the token damages for five days be paid by way of not only refunding the AMC Charges but also additional damage @ Rs. 10000/- per day, i.e. Rs. 53, 000/- for mental agony, harassment, and consuming our precious time in following up the matter with you;
6. Confirm the issuance of revised suitable instructyions to your servicing people
7. Send me a WRITTEN APLOGY ALONGWITH THE DRAFT FOR REFUND OF AMC CHARGES AND DAMAGES UPTO 30.09.09 failing which the matter would be moved through International Consumer Rights Protection Council, a copy of this mail is also being forwarded to them.
Needless to mention, the matter shall be taken to its logical conclusion, no nonsense is going to be tolerated at any cost.
Thanx.
B.K. GUPTA, 10923, DORIWALAN ROAD, KAROL BAGH, NEW DELHI-110005
LANDLINE NUMBER: 011 23678591; CELL NUMBER: 09818661930, 09557744700, 09876717920
E MAIL ID: [email protected] and [email protected]
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