Mar 20, 2008 03:45 PM
15171 Views
(Updated Mar 20, 2008 04:17 PM)
The product is undoubtedly of unmatched quality. However, the durability of the soft parts is doubtful and to say that the service is pathetic is an understatement.
I bought this machine(7 Kg model) in May 2006 and the installation and other procedures happened quite fine and only once I had to call the service engineer because a rat had got trapped in drive belt. That service happened promptly - within a day. However that was almost a year back.
In the interim, some soft parts broke off, e.g., like the program selection dial broke off into equal sized quartets, the start/stop button would get jammed inside, the rubber nipple for the water inlet would leak often.
Recently, about 2 weeks back, the machine stopped working. I lodged a complaint on the 6th of March with the IFB call center and they gave me a complaint ID 1603261. After following it up for 2 days, they sent a person to check it up on 8th March. This person kept on fiddling with the machine cluelessly for over 3 hours often calling someone on phone and taking directions and then declared that the main PCB had gone bad and needs to be replaced. He left the original board there itself and said that on 10th he will bring the new board. We waited till probably 11th or 12th and after several follow-ups over phone with their Area Manager Mr. Senthil(Ph. No.+91-98447-80761) and many false promises, he sent someone on probably 13th or 14th. He came with a board and upon opening the machine he said that the board that was given to him was not the board that my machine had. He said that the technician who came on the first day did not note down the board details properly. So again it went in a loop for the next 5 days or so. In the meantime, if I called up Mr. Senthil from a phone number that he could recognize, he would sometimes refuse to take the call.
Several follow-ups later they again sent another person on 17th March, ostensibly with the "correct" board and he too fiddled with the machine for a few hours and said that he cannot fix it. When I
called up Mr. Senthil again on morning of 18th March, he said that his technicians are not able to solve the problem and he is getting an engineer from the factory to come and attend. When nothing happened on 18th or 19th, I sent a feedback from their website on the evening of 19th March. I got a call from them today(20th March) morning from their company stating that they will send an engineer today. Till about 1430 Hrs. when I left my home for office, there was no sign of this so called engineer. Wondering if this was another of those hoaxes that they have been playing over the last 2 weeks.
My advise to folks would be to not just go for the build quality but to also look at durability of soft parts and most of all, the quality of after sales service. Also, probably their older models which had mechanical program selector were better. Their electronics is fragile and they procure the boards from - guess. guess. guess. Turkey! So procuring a defective part is also a herculean task. They took almost 10 days to get the appropriate board.
