To IFB India Management,

COMPLAINT DETAILS
Customer Code: 3438594
Complaint Number: 10005652
Product Name: IFB Dishwasher Neptune Dx
Purchased at: Viveks, Adyar, Chennai
Service Franchise Name: True Care, Kottivakkam, Chennai-600020

Dear Sir/Madam,

I had raised a complaint on 13th Dec 2012 with complaint number 10005652 regarding an F5 error on my IFB dishwasher and also an erroneous rinse aid indication. I wish to state that no technician or service person has contacted me or come to the site to resolve this issue for the last 16 days since I raised the complaint.

Post raising the complaint at the call centre I did not receive any followup calls or acknowledgement from IFB or the franchise till 15th Dec 2012 and hence called up the franchise to check. The franchise head Ms. Priya informed us that the entire unit has gone for training and not available, which is unheard of especially for a global brand like IFB. We again continued our followup with no response or assurance from the franchise till date. Finally on 27th Dec Ms. Priya said a technician would come on 28th Dec.

But since nobody turned up I called again today at 2PM to check and received a very rude and horrible treatment from the franchise, they did not allow me to explain the issue. Nor did they respond to why it has taken them so long to even call me and send a technician to resolve my complaint. At one instance Ms. Priya cut through the conversation and said"most rudely, i quote "We will somehow send a technician today, you keep the phone down". Is this the way to handle a customer complaint?? What kind of training does the entire franchise go for, all at the same time?? I sure hope they go for communication skills and customer handling etiquette.

As a customer, I felt very HURT, DISAPPOINTED and BADLY TREATED by the words and insensitivity of the franchise head Ms.Priya. I lost faith in the IFB brand, I regret recommending this machine to my relatives in the past.

I want to formally request for a new machine as this seems to be a defective piece (the same F5 error issue was reported by me on 29th Nov as well, complaint No: 9927577. An improper stop gap resolution was provided on 9th Dec by the franchise technician Mr.Gunasekaran after several followups and the issue came back again on 11th Dec) and also that my machine be service by IFB company personnel only. I do not want True Care to service my machine any more after their unprofessional way of handling customers.

Hoping to being treated better atleast by IFB India and also for a resolution to my complaint.

Thanks
Prasanna
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