This has reference to the IFB washing machine used by my family and the poor services received towards resolving the problems reported to the service team. The said machine has been enrolled under AMC service for ensuring continued support on breakdowns. However, I would to share the unending grievances and trauma faced by me and my family, specially the way the issues have been handled by your service team. Needless to mention that, inspite of spending a huge amount on the AMC as well as on additional highly expensive spares parts, we are not able to make use of the machine since several days and are completely dissatisfied with the services.

Appended below is the list of issues reported and their present status.

Long Pending Issue - IFB Washing Machine
Serial No & AMC Detail: 06-100575-08
AMC Contract Valid Till 26.10.2012
Call No: 6115967
Date: 13/4/2011
Problem Reported: High Pitch Noise
Call for Service / Support 12 Visit to address the same problem and still struggling
Downtime: more than 15 days non – operational and still not addressed the problem

A Brief History on each of the case handled by your service team and its Current status:
Outer Drum Replacement: The service team dismantled and assembled the unit 04 times thereby creating a mess at the site and replaced the part without proper precaution or maintaining any standard. Moreover, on replacing the part, they learnt that a wrong replacement part had been shipped to the site. The shipped part was taken back to the workshop for its verification and getting the correct part. The entire episode took a week including several reassemblies and in the bargain the engineer had lost the ON/OFF knob. We were left with operating the unit without the ON/OFF knob and the team had no clarity of obtaining it from the principle.

Belt Replacement: The problem was attended by installing a Non-compatible belt in the unit, leading to frequent slipping off of the belt and resulting into non-functioning of the machine. With no option, my Family had to place fresh calls with the service center and the visiting engineer would reload the belt, which would work for few hours and end up with the same problem. This reoccurred on several fronts.

Noise: There has been multiple request placed for the said issue, however till date no satisfactory solution has been provided to address the recurring problem.

Lastly, I regret to mention that, as a customer we feel cheated on the service and support front after investing a huge amount and I am not able to use the unit satisfactorily. Moreover, my family is completely frustrated over the services received from the IFB team. Trust this mail will serve as a constructive feedback in necessitating the required immediate actions to address the customer’s rightful needs on priority. Also, I strongly recommend that you depute a highly qualified senior engineer to handle the case as its has already crossed all its limits.

My contact details are appended below for your ready reference.

B. Venkatakrishnan
B-205, Jasper
Hiranandani Estate,
Thane West,
Maharashtra - 400607
Phone: 022-25307825

Looking forward to an early positive response from your end. Please feel free to get in touch with me if you require any more information from my side.

Thanking you.

B. Venkat
Head of IT - Chakan
+91 9967031290