We purchased IFB Senorita SX 6 KG model ( serial no. 52639) on 17/3/2013 from Chellamani & Co , Guduvancheri. The first free service was due within 12 months from the date of purchase. But was not done within this period. On 28/03/2014 we received a Call from One Mr. Ilayaraja,engineer representing Hi Care Enterprises, Guduvancheri ( Authorized Service Center for IFB). He said that he is assigned to do the 1st free service to our Washing machine. He came and checked the machine and finally said that we should purchase DESCAL powder of IFB which is required for doing the service. My parents agreed. He then said we should purchase 5 packets @ Rs. 800. We agreed. He then used 2 packets, one he applied in the tray and one inside the drum. When we asked him about using two packets at a time, the engineer insisted that 2 packets are required to be applied at a time. He completed the service and left. Then we noticed that the whole stainless steel drum was damaged and blacked. No service report was provided to us except the bill he had given for the purchase of the powders. The next day I called the Service center and informed about the same. No one turned back or reverted on that. I registered a Complaint with IFB Customer care regarding this. They are not ready to replace the machine except the Drum. We want the whole machine to be replaced since it is unacceptable that due to the negligence of the Service center our machine is damaged and mere change of drum cannot be accepted. We have raised the below queries but till now there is not response from the Service center or from IFB 1. Why 1st service is not done within the stipulated time of 12 months. 2. On what basis IFB appointed HI CARE ENTERPRISES as authorized service center. ( It doesn’t have any service standard certifications like ISO, etc | No Service Tax Registration) ? 3. Whether proper due diligence done by IFB before appointing the Service Center? 4. What is the minimum qualification and experience procedure followed while appointing Service Engineers by HI CARE ENTERPRISES? 5. On my enquiry with the Service Center and IFB Customer Care, understood that only 25 gms of the powder to be used. HOW CAN THE ENGINEER USE 200 GMS OF DESCAL POWDER AT THE TIME? 6. Why did HI CARE ENTERPRISES insist on selling the DESCAL powder compulsorily when it is not required at that moment? 7. How are you going to compensate the damages caused to my machine and the mental agony and inconvenience caused to me and my elderly parents? Request you to kindly interfere and provide us with Justice.

Replacement of the complete machine with a new machine.

Complainant Information
name- muthukumaran e-mail muthukumarana1@gmail