Hi,
I am from Jaipur (Ratasthan)
I bought IFB digital fully automatic washing machine on 30.7.2005 & having its extended warranty upto 29.07.2009 .
Around middle of march we had some problems in our machine, their was some noise so we called the service centre, Mr. Ramniwas came from their & he told us that we have to send the machine to their service centre ourself & their they will check the machine, repair it & then we have to bring it back ourself.
We knew afterwards that he was lying, normally the service centre carry the machine from home & deliver it back too, & for this service they charge Rs. 200 each trip. Please inform if its correct or not as the people from your service centre doesn't inform about such service??
After this we went out of city & came back on 28th march.
After our arrival back to jaipur we sent our machine for repairings on 30.03.2009 to your service centre in Jaipur under complaint number 1252 .
Again Mr. Ramniwas & Mr. Deepak attended our complaint, they wrote on the complaint form that Bottom panel is broken, Facia side lock is broken & these can't be replaced as these are not provided by the company. We dont know if its true or not?? Please let us know.
After we left the machine at your service centre, they didn't called us in next two days, after two days we called them & then they told us that Power control card of this machine is not working & why didn;t you sent it 20 days before. We explained him that we were out of city so how can we send it before.
During all this conversation the behaviour of the people their was very rude.
Today Morning Mr. Ramniwas called us again, he told us that the machine is ready, we have to pay the amount for the repairs & after our payment, machine will be delivered to us. We told him that our machine is under warranty so we should not be charged for anything.
He got very upset hearing this, he told us that their was a coin in your machine & their are big damages in the machine due to this coin, the power control panel is also damaged because of this coin. We told him that we always check our clothes very carefully before washing them so their are no chances at all of having a coin in the machine.
Then Ms. Megha came on phone & told us that she will send the technician with the waste materials, coins etc he got from the machine & with the bill we have to pay for repairs & parts. After seeing this we have to pay the bill first of all & then we have to pick the machine from their place.
We asked her that tell us what is the amount of our bill, she took 20 minutes for checking the bill & even after this she didn;t tell us the amount after asking so many times. At the end we told her that this is under warranty so we should not pay for it, but she told us forcefully that you didn't used the mahine in a proper way so you have to pay for all this damage. We denied her again & again paying these charges.
Then Mr. Ramniwas came on phone again, he told us that if we don't want to pay for the control panel, then we have to buy a Stabilizer from IFB company, we told him that we already bought stabilizer few months back from him, why we should buy it again? Then he told us which washing powder you use in the machine, we told him we use surf exel matic (few months back he told us to use this powder), he said that we should use another powder which is surf exel matic ... (we dont remember exact word but its some new kind of powder. He told us that we have to buy this powder only from him, i don;t know if IFB is selling this kind of powder of he himself is selling this powder. Please let us know as its very interesting for us to know.
When we bought the machine the seller never specified that we have to use any special brand of washing powder in your machine.
Mr. Ramniwas also told us that the drum of your machine is so dirty because of wrong powder you are using, we regularly use surf excel matic & regulrly clean the machine with descaling power provided by your service centre, so we can't understand this problem too. We explained this to him & then he said OK you talk to Megha & megha just hang up the phone for next 20 minutes.
After that i called them again after 15 minutes & Mr. Ramniwas told me that pay for the bearings & descaling he has done in the drum of the machine. I told him that i will not pay anything & only thing i can pay is transportation charges for sending this machine to my home.
He told us that if we dont pay the money then he will not send us the machine.
After one hour Mr. Deepak called us from service centre & asked us that they bring this machine for repairs from our first complaint at middle of march, as we didn;t sent the machine immediately after our first complaint (we wrote you above that after this first complaint we went out of city for next many days) so we used this machine in these 15-20 days & becuase we used this machine so all these damages happened & we have to pay for these damages. We explained him that we were out of city & when we are not here, how can we send the machine or how can we use the machine?? but he was not listening to us & only asking for money again & again.
Then Mr. Deepak gave us last option, he told us that if we buy extended warranty for another two years then all these charges will be free for us. We explained him that our warranty expires in july so its still valid for next four months, if they can't give benefit of it to us now then how can we trust that he will give us further service for it which we entitled to get free of cost.
During all this conversation we realized that Mr. Ramniwas Or Ms. Megha Or Mr. Deepak etc are all bunch of crooks who are just sitting their to cheat the people & make the money. They don't have anything to do with reputation of your company & with such kind of people soon you will realize that you will loose a lot of business.
At the end we told them clearly that if they want to keep the machine, they can keep it their & we will buy a new machine from a reputated company who is not having cheats like these people in their service centre.
We will advice everyone that if they are thinking to buy anything from IFB then they should first talk with the people of IFB service centre so they can realize what they will face afterwords.
If you want to know all what is going on their, just check as a customer with your jaipur service centre & then you will know yourself.
For your knowledge i know four other customers who are cheated in the same way by these people & they are thinking to file a Law-suit against IFB for all this. I am thinking the same too.
This complaint i am writing in a hope that their must be some sincere people in your customer care who can really understand pain of a customer who has been harrased by such people from IFB service centre.
Now we are not sure that when we get back this machine, it will be our machine or not, most probably the people their has already changed all the good parts of this machine & replced them by old broken parts which we can't see from outside & this we will know only after using it.
Hope you will check this matter & revert back to us soon.
thks
Neeraj Lunawat / Vinita Lunawat
Mobile : 99298 56000
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