I am using IFB Elena 5kg washing machine for the past 3years and I write this mail with deep frustration and dishearted. My machine has been down for the past three months and despite of continous phone calls with people from various departments my machine is still in unusable condition.
THIS PROVES THAT EITHER THE AGENCY WHICH IS HANDLING DON'T HAVE THE EXPERTISE OR THEY ARE NOT QUESTIONED BY THE MANAGERS FROM THE COMPANY FOR REGULAR UPDATES ON THE SERVICE REPORTS. I REGREAT TO INFORM THAT I HAVE RECEIVED THE WORST SERVICE SO FAR.
Find below the brief history of my issue along with the list of persons I have contacted so far.
Complaint: Heavy noise during the spin and drying function.
Service contract details: AMC no 013098 Dtd: 31-10-08
Intial Complaint: Complaint No: 2546718 Dtd: 22-12-08
Checked the complaint on 14-12-08 and informed that the Rubber belt is worn out and needs to be replaced. The same has been replaced by the team along with a payment for Rs 545/=. However the complaint was not rectified and the noise prolonged. When checked with the service department we found that the complaint has already been closed and hence we made a second complaint.
Second complaint: Complaint No: 2575442 Dtd: 2-1-09
After continous calling with the service centre the technician turned up only on Jan 25 and informed that the drum has gone bad and needs to be replaced. They promised that the same will be replaced with in a week, But nobody turned up and I didn't hear anything from them. After continous call with the owner of the agency Elumalai, Sampath and Jayanthi.... another technician came and disassembled the unit on 4-2-09.
After disassembling he informed that the drum is fine and the Tub needs to be changed. The machine kept opened and we didn't hear anything after that. We called the service center daily and on Feb 18th another technician came from another agency unaware of the situation. FUNNY THING IS THERE WAS NO KNOWLEDGE TRANSFER BETWEEN THE AGENCY AND WHEN THE SAME IS QUESTIONED WITH THE AGENCY I GOT THIS REPLY FROM THE OWNER OF THE ORGANIZATION : " I CANNOT UPDATE THESE THINGS TO THE OTHER PEOPLES AND WE WILL COMMUNICATE WITH THE COMPANY"
The new technicain was not willing to replace the tub without reassembling the machine and confirm that the tub is the fault. We called the service center and they were not responding properly and the call was escaled to a person called Thangam who introduced herself as the Team Leader. She was co-operative and tried to communicate with the agency. I got contact from the Owner of the new agency Kailash Enterprises and another technician came on Feb 24th. They Promised that everything was fine except the bearing and that alone needs to be replaced. I waited for a week and noone turned up.
This is the time I got realy pissed up and fortunately I got the contact of All INDIA service manger - Rohit. After the contact with him I received calls from Kamalakannan that he is incharge of the situation and the technician turned up on March 6th and replaced the new tub. They charged for applying the powder for Rs 770/=
Billno: 182 Party: Kailash Enterprises
Descaling Powder: 600
Tub Hose: 170
Thinking that every thing would be fine after that, but the worst part began there. Now the machine started Oozing water from the bottom and not able to run the machine.
Third Complaint: No: 2799119 Dtd: 7-3-09
I have called the company till date daily as well as the service center and till date I have not been attending with a techician
In the mean time I was given the contact details with the following persons and I was never able to make a contact with them. They are either not responding or busy. The only valid contact I had with the company was Rohit and still Iam unable to resolve this Issue.
I have spend enough of my money and time and tired to contact anymore. I further want a full refund of my money for the service contract and the consumables.
KINDLY SUGGEST ME THE NEXT STEPS ??????????????????????????????????????????