[Resolved]  Ifb Washing Machine Sold By Vijay Sales Lajpat Nagar — Pathetic and Unacceptable condition of the senator aqua sx box and replacement is wet and dirty with hand marks

Address: New Delhi, Delhi, 110049

Website: Ifb and vijay sales

Dear Sir/Madam,

Please find the complaint below.
I sent the complaint to the email address as listed in the ifb box but it kept on bouncing.

We purchased the IFB washing machine senator aqua sx 8 kg and it was delivered on nov 2, 2016. It was received on my behalf. On reaching home, to our shock and utter disappointment, we saw that the packing of IFB washing machine senator aqua sx 8 kg is too dirty. It had bird droppings on top. The box is also damaged and strapped. It's also wet on the top side. This kind of packing is not at all acceptable.

Whenever we buy any products, it's always in a sealed condition. We expect a standard from such a big company.

Please get it replaced in a sealed packing with no straps. The box should be sealed, unbroken, dry and unopened, as is the right practice. IFB box clearly mentions do not lift with straps and the company guidelines is not followed.

We do not want a display model and neither do we want this machine to be re-packed. We have clearly stated to Vijay Sales before buying the product that we only want a fresh and sealed product and they assured us that they will deliver a fresh and sealed washing machine. I don't know on which planet this is considered as a fresh and sealed product.

Kindly do the needful at the earliest.

On Nov 2, 2016 itself, we
have informed Vijay Sales Lajpat Nagar sales person and manager from where the product was purchased about the issue but received no response.

Then, on Nov 3, 2016, the sales person gave the number of the delivery in charge. However, even after sending him the pics and phoning him, he did not bother to reply. Till date, there has been no response from the sales manager.

Also, I want to bring it to your notice that it is not acceptable to spend almost 50 minutes trying to log a complaint.

I had to speak to 4 different agents. The 1st agent immediately put me on a tak tak tak sound. The second agent is Shiva said it will be replaced by the store. He also said that he is sending me the store manager's no. When I asked for a reference no, he also put me on this tak tak tak sound. The 3rd time I called, Shiva again picked the call. I told him that I had spoken to him a few minutes ago. Immediately, I was put on the same Tak tak tak sound.
The agents do not disconnect the call. But customers get so irritated that they are forced to disconnect as we hold the line for a very long time and no one is there.
The 4th call was picked by Shubhang. I briefed him that the first 3 agents put me on this tak tak tak noise. Shubhang, thankfully, did not put me on the tak tak tak sound. He said that the default happened from dealers end and not technicians end. He assured me that the dealer is bound to change the machine or else we can take any action as we saw fit.

On Nov 3, 2016, called up Mr. K P S Bundela who assured us that the washing machine will be changed as the mis-handling happened from the dealer's end and not from our side. The store person claims that the company packs it like this only. However, Mr.Bundela said that the company packs the product properly. Also, Mr. Bundela tried to help us by giving the sales office head number but it was switched off. We were told that Mr. Anoop Goyal has already resigned from the company.

I am attaching the photos so you could see for yourself how the company supposedly packs the product.

We are being pressured to get the installation done and to buy the cover and the tray. If the cover and the tray are good, we have no problem buying it. But we do not want to get this washing installed.
Other stores were offering us a discount on the display model. We refused as we wanted a brand new piece. We paid a premium to get a brand new and sealed product. Had we wanted an unsealed product, then we would have taken it at a discount.

We have been forced to run from pillar to post and we have been subjected to so much mental trauma and agony. Something as pleasurable as shopping for a new product has been turned into so much unpleasantness. It's a night mare. Our aged mother is supposed to be shown to the doctor today but that had to be cancelled because of this issue. It's extremely pathetic that our mother's health has to take a back seat as we are not getting the replacement.
We could not even use our semi- automatic washing machine since it had been taken as a buy back and it takes time and energy to wash by hand.

Also, something you might want to ponder about. With the kind of non-service or dis-service that the 1st so called customer service and Shiva have given, you are going to lose so many customers. We are aggravated that's why we call customer care to get a resolution. Instead, we get aggravated even further. Sometimes, it's not possible to sustain growth on the strength of the brand. Word of mouth, writeups and reviews are also very important. And surely, adverse media write-ups or litigations will not help your product.

We thought we were upgrading to a better machine and better company.

Our first interaction with IFB and what a disaster. You may want to listen to the recordings to find out what a huge damage customer care is doing to your product.

Our friends and relatives also want to buy washing machines and we also want to purchase more washing machines but we are so dis-satisfied and dis-heartened. So many days have been totally wasted trying to get the issue rectified. The email ([protected]@ifbglobal.com), which is printed on the box keeps on bouncing.
We managed to send the complaint to customer service by removing the "s" on ([protected]@ifbglobal.com)
However, customer service has not bothered to acknowledge our email even after having sent it for a week now.

On Nov 7, supposedly a brand new washing machine was sent directly from IFB itself. Told the delivery people very clearly that before delivering, to please give a call 1 or 2 hours before as we will be at the hospital. We had to leave the hospital work as the delivery guy insisted that he is already in malviya nagar. If we don't come, then he would deliver it only the next day. Deliveries are meant to be at the comfort of customers. In IFB, obviously it's not. Asked the delivery guy to open the machine. To our dismay and dis-appointment, the belt was dirty and wet. The glass was also wet. There were no stickers on the front and top body like you would expect from a brand new machine. There were hand marks on the top. Immediately called Ms. Kavita who was coordinating the replacement to apprise her of the situation but no response on Nov 7 and Nov 8.

The delivery guy said that we will be given a brand new piece on nov 8. After being promised that it will be replaced AGAIN !!!, on Nov 8, there was a call from Mr. Hari that installation guy would be sent today, that is, Nov 8. . Mr. Hari said he will check why the 3rd replacement has not been delivered. So far, no revert.
Spoke to Shiv Kumar on 8th nov. He does not know where the serial number is and he also does not know d washing machine has been returned.
There is absolutely no coordination. Asked the person whether this kind of product should be given to the customer and he admitted that it should not be so. We are so irritated with this state of affairs. Our patience is being tested time and time again.

Not being able to use the washing machine for the past 7 days is just unacceptable. We paid for the machine and expect to be able to use it.

We have refrained from making a judgement initially. Now, after the bitter experiences with IFB and Vijay sales lajpat Nagar, we are forced to say that it's
a mistake that we bought an IFB product. Not worth the waste of time, energy, effort and the mental harassment.

Gursharan
[protected]