I own an IFB Digital 7 Kg Washing machine for the last 3 years. I do not have anything to complain about its performance, but I have much to say about IFB's "factory trained" technicians. Recently I faced a machine shut down when I had inadvertently over loaded the machine. The machine just would not power up and I called their toll free number. The operator promptly took down my complaint and assured me quick response. Within two days their technician did turn up. But what happened during the next 7 days was unbelievable. He quickly diagnosed a control card problem, replaced the card and it promptly burned out on powering up. Resolutely he replaced yet another card, which too, got promptly burnt.
Thankfully, he did not attempt a third card replacement, but went away promising to come again. After two days, he arrived with a senior technician in tow. Both of them tinkered with the door lock and replaced the card with another new one. On attempting to power up this card too, blew. They had frantic consultations on phone presumably with their boss and left after promising to come again. After yet another two days, the old tech was accompanied by another older looking one. This time they carried a brand new drive motor, in addition to a new control card and blindly proceeded to replace the drive motor, control card and the door lock and solenoid. The machine powered up without any trouble.
Being an engineer I was aghast at the wayward manner of them not being able to diagnose a trouble instead of blindly replacing parts. Though I got new parts as replacement for the old ones, I felt bad that replacing the motor was uncalled for.
Unable to curb my resentment of such blatant waste, I proceeded to show the technicians that nothing was wrong with the removed motor. I showed them the sound condition of the motor using my own multimeter. They mumbled some comments like they do not have equipment to test etc. and hastily beat a retreat.
Replacements made without proper diagnosis is eventually going to reflect on the company’s finances, which could be better utilized for R & D or some such purpose.
