I have an IFB Washing Machine (Senorita DX Model name), working satisfactorily for the past 8 odd years or so. Extremely satisfied with the after sales service. However, the last complaint redressal by the IFB franchisee was dismal in response and has still not being rectified. Registered a complaint (Machine not switching on) through their call centre on the 28 November 2013, and accordingly they sent a service engineer to my house to rectify the problem. He saw the machine, dint open the cabinet, got us to sign the document saying that he would be back on 2 December 2013 with required parts and rectify the problem. I contacted the concerned officer in the franchisee (name- Mr Srinath) who promised an early rectification of the problem within the first half of the day (ie 2 December 2013). 2 December 2013, turned out to be a nightmare. Promise was not delivered. I escalated the matter to the Manager (name- Lawrence) who promised he would look into matter and revert. He did not revert to me. After 3-4 calls to both Srinath and Lawrence, who each promised to call back after 5 minutes, however did not call back. Finally the service engineer came to my home at 5.30 pm, who opened the machine and came to a conclusion that the PCB needs to be replaced and would take 2 working days to get the parts shipped from the head office to the franchisee. When i asked the address of the franchisee to take the matters to the consumer court, the officer on phone as well as the engineer at location refused to give the address fearing prosecution. And when i asked the engineer identity card, he did not produce it, as it was not issued by the franchisee. I have contacted call centre who promised to look into the matter and escalate it to the higher officials for resolution of the matter. The franchisee response was utterly non professional. Please do look into the matter so that machine problem gets rectified as early as possible. It has been a week since the problem has been resolved.

The machine to be rectified as soon as possible, action on the concerned official at the franchisee – regarding the absolute lack of professionalism, un-ethical business practices, lack of respect to the customers, possible criminal negligence for having despachted a engineer to the location having no identification on him.

Complainant Information
name- gauravbvster