Complaint Details

Status	:	Closed
Complaint No	:	0101085/2017
Category	:	Consumer Goods
Date	:	13-11-2017
Subject Line	:	Post Sales Support and Service - Painful
Complainant	:	Kirtan Pandya
Address	:	R201, Bren Unity, Chinnappahalli, Doddanekundi Extesion
Complainee	:	IFB
Address	:

Complaint Details
SN# 01234140707039217

IFB should seriously work on the their customer care and escalation matrix. IFB appliance customer care executive always mention "TAT" for technician which is 24 hrs. However, it is never be that technician attend the problem within TAT.

All the time, customer care center does not provide the escalation matrix within their organization. I tried to reach IFB's management viasocial media, email, website's but I never had the satisfactory response. They are ready to provide the their service channel partner for follow-up. Most of the time, customer care executuve is answerless when asked that about the policy violation of TAT of 24 hrs. In last 2 times, I was given the contact number of service channel partner which was not either wrong or unaccounted. I have been provide following numbers of technician/ area manager/ channel partners so far:

08030585164 - Office Number which never rang on other side
7353712105
9008860064
9742888033 - Rekha
8553838111 - Anand
9379590113 - Nadesh
9379532260 - Nirmala

With lot of hope, I purchased new front loading washing machine [15th Aug 2014]... But I have faced the problem with its operation in every quarter after 6 months of its smooth operation.

Everytime, technician comes to tries to sell of DESCALE power worth of 320 Rs. One technician told to purchase IFB filter so that you don't need to use DESCALE power often. I installed that too worth of 2500 Rs.
Also, I spend 350 Rs for belt which was loosen and had to replace.


All time 24 Hrs TAT is violated. Technician attended us on 4th day after registering complain.
All time, technician offered to use DESCALE power worth of 320 Rs
One time, I was asked to replace belt which is stepping down from rotating spindle.
One time, I was asked to install IFB filter which cleans water inlet to reduce depednacy of DESCALE powder.

Approx 25,000 worth of appliance and I spend more than 5000 for its maintenance in last 39 months. Is this a good deal?

Please find out my complain/ticket numbers from my mobile 8105566766. I am registered with IFB sales record with mobile number 8105566766.

I request IFB to provide all recorded copy of my conversation with their customer care execuitve.
I request IFB to validate all the ticket number mentioned as below. Also, I request to IFB to provides all previous complains as your customer care center is unable to retrieve it from system because of software/application upgrade.
1102829261 - July 5th 2016 [From my email records]
1000187042 - June 25th 2017 [From customer care center]
1000204033 - June 29th 2017 [From customer care center]
1000643794 - November 10th 2017 [From customer care center]

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