Hello,
I have purchased an IFB top loader washing machine on 11th May model no. (AW60-9021) and since then I am regretting my decision. I was informed by the dealer to contact IFB customer service for a demo which I did but after delay of some days finally an executive along with his assistance arrived at my home at about 8:30 PM at night and was already in hurry. He refused to attend to out request of shifting the direction of the drain pipe of which I had confirmation from the IFB sales team that it could be done. Moreover, the most shocking thing that happened was that he took away (stole) one the inlet hose pipe along with him without informing. I raised a formal complaint with the Delhi IFB customer service office.
I spoke with Mr. Aggarwaal (Ph: 077 - 22437182) who at first was reluctant to agree that this act has been done and said that if customer gets some additional accessories by mistake we take it back. When I asked him even if that was the case shouldn't the customer be informed they are taking an accessory away as it has been sent by mistake, I was of the idea that such unprofessional standards were not being maintained by at least IFB but my expectation of the so called customer service from IFB has miserably failed that IFB executive wait to sneak out things when the customer is not watching. Moreover, when I said that on the catalogue 2 inlet hose pipes are supposed to be with the whole pack he was reluctant in agreeing to the fact. Later he accepted and said it might be a misunderstanding which I again failed to understand as IFB executives should well enough be informed about the washing machine plus should also inform the customer of any additional accessory that might come with the pack although that was not the case. I was told that an advisor will be sent to my place the next day. Just when I thought that my extremely poor experience with IFB is on verge of ending I was proved wrong. I didn't receive any call hence in distress called the call centre (Ph: 186044255678) and made a complaint I spoke to honey who raised my complaint efficiently and gave me the telephone number of the branch manager Amit Anand but this was just starting of further horrible experience that I was made to go through.
I called Amit Anand (Ph: 093501585952) and explained him what I have been put through as my first experience with IFB. On listening to my complaint said that he would call me within an hour in response to my complaint as he was in a meeting. The whole day passed and I didn’t receive any call from him. I hope this is isn't the type of customer commitment that you want to portray to your customers. I was really upset, distressed & regretting on my decision of purchasing an IFB product. I wasted my time and my money on calling everywhere to get the issue resolved. I called Amit again he started blaming me on the fact how can our advisor take away the pipe, it must have been a misunderstanding I was shocked at his statement as he was the branch manager and should know how to deal with a customer who had already been poorly serviced by such reputed company which stands for its excellence delivery to its customers. I also told him when he arrived he didn’t bring any pipe with him but when he left he took the pipe with him as my parent were not sure that we didn’t receive any additional accessories. Certainly it is the duty of the executive to let his customers know if any such thing has been sent.
I failed to understand one thing when a customer shells out money from his pocket to buy a product, if he doesn’t receive good after sales service he has right to report this and to raise his voice moreover, an IFB executive picking away machine accessories along with him without any reason and without even informing the customer should be taken seriously. The executive was rude to my family members refused to execute what he came for; this should be taken seriously as I believe you as company are aware what role a satisfied customer play in putting a good word for the company. Which I am sure I won’t be doing if I don’t receive any response on this message as well. Anyways after some argument he agreed he will send someone with the hose pipe and to get the drain hose side changed and just when I though that he being a branch manager would be true on his word….you can now well imagine what would have happened. I was again made to wait for 3 days and took me to call them again to remind that I haven’t received even a call to confirm executive visit as no one turned up on confirmed day of visit. What’s more painful is that I took leave for that day and was waiting for someone to arrive and fix the problem. Even after my repeated calls to Amit Anand, who doesn’t at all look in control of his team, no action has been taken till date and I am writing this letter as an extremely distressed & annoyed customer. I would also like to add that I was planning to purchase other home appliances from IFB but for after seeing such rubbish customer service am not in a mood to but any appliance from IFB unless I get an immediate response and some help from IFB. I have purchased this washing machine on 11th May and since then haven’t used it at even once.
Seek your HELP in resolving this complaint
Thanks,
Eshan
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