I want to place on record my grievance towards the harrasment casued by IFB customer service team in Noida region. I had bought an IFB front loading washing machine (Supremo model) some 10 years back. The machine has always been maintained and service by the IFB authorized team. In October our machine developed some technical snag and started making loud noise while in operation. We called IFB customer helpline no. and lodged a complaint for which IFB office deputed a service engineer by the name of Manoj Kumar (Mobile no. 9971059109) who visited our house in C-39, Sector-20, Noida and told us that machine requires a part to be replaced and the same is not covered in warranty. Further he advised us and also settled with us a price of Rs 2100/- for replacing the faulty part of the machine within 24 hours which he did replace. He also advised my old mother of 65 years to run the machine only after 24 hours as he had applied some adhesive on to the replaced part which needed some time to stick on. Next day when my mother called him to complain that the machine was still making noise and probably was not repaired properly, he said that the noise would settle down soon as the replaced part was still new. Since than the machine has been functional but with some irritating noise. Around 20th Dec08 the machine again stopped working and we called the same service engineer on his mobile. He visited our house after many calls and requests and on checking the machine has confirmed that the same part has gone bad again and needs to be replaced. He also said that he would come with a replacement in 24 hours but he neither visited our house after that nor picked our calls. Finally after 3-4 days of chasing this service engineer, Mr. Manoj Kumar (9971059109) and failing to contact him, my ailing mother of 65 years logged a complaint at your customer helpline. As promised by the helpline, a new service engineer visited our house and after checking the machine confirmed that the tub of the machine has gone bad and hence the machine is not functional. My mother tried telling this new service engineer Mr. Anil (9811641391) that one of IFB company personnel has already taken money from us for replacing this part 2 months back but he only insisted that he could not do anything as the machine is out of warranty. On my request he even gave me the mobile no.of his senior engineer Mr. S.K.Shrivastav (9811472521) who confirmed the same fact we will need to sign up the AMC before our machine could be serviced and made operational and there was nothing that he could do towards the Rs 2100/- paid by us earlier to your service engineer in Oct08. Finally on 28thDec08, we were asked to shell out Rs 2585/- towards the AMC of the machine which we complied by a cheque no.168924 drawn on HDFC Bank dated 28/12/08 with invoice no.7432. I had to agree to the demands of IFB company personnel as my mother is too old to wash the clothes by hand as she is a heart patient. I want to know as a consumer that why is IFB employing such cheats/frauds and sending them to the consumers... how can their service engineers source duplicate material from your stores to be installed at consumers machine to cheat both the consumer and the company, why is the backend staff not checking the status of each compaint made by the consumer at the customer helpline? When a MNC like IFB indulges in acts of fraud/cheating via their representatives, what trust will the consumers have on the company... I want to know what action IFB will take against such fraud service engineer who has very easily duped a consumer of Rs2100/-?
Since then I have made repeated reminders to IFB but any result. Everytime someone from their branch office in Ghaziabad calls up my mobile and tells me that nothing can be done as I have paid cash to their engineer and it is my fault that I have paid this service engineer money without any receipt.
Looking for a positive response from your side.
Sanjeev Arora
Mobile no. 9312241080
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