IFB WASHING MACHINE COMPANY - Not repairing washing machine despite it being in AMC

Dear Sir,

I own an IFB Washing Machine (Eva Aqua VX, Machine Serial Number: ******************) for which I had purchased an AMC on ** Aug **** and which is valid until ** Aug ****.

For the past * weeks the washing machine's door does not shut because of which I am unable to use the machine. I had lodged a complaint about this ten days ago (Complaint No: **********). I was promised that a technician would be sent within * days.

Unfortunately, till date no one has come. Upon contacting the service center again, I was told that since I am not in a "Green Zone", it would not be possible to send a technician.

I find this reason given by them to be absolutely baffling. On the same day when I called their customer support to order their liquid detergent, their salesman happily came the next day with a dozen detergent bottles which I purchased. If my area is safe for their salesman to make a sale, it is surely also safe for their technician to come and provide repairs.

Further, technicians of ALL other vendors including Airtel, Tata Sky, Vodafone, Eureka Forbes, etc, are regularly coming to our building without any complaint. Hence I fail to understand why IFB would not send their technician.

Our building follows strict coronavirus safety protocols including the compulsory wearing of face masks, use of hand sanitizers, etc. There has not been a single coronavirus case in the building (and even in the neighborhood). There is absolutely NO threat in visiting our building.

I can only imagine that the coronavirus is being used as an excuse to delay service to a customer who has already paid for an AMC and has nowhere else to go in order to divert resources to other customers who would be paying for one-off service requests.

Anyways, after getting no response from their customer support, I sent an email complaint to "customerservice@ifbglobal.com". I was told someone will get back to me on the same day. Again that was * days ago. No one has contacted me till now.

Further, the email response from "customerservice@ifbglobal.com" told me to call their customer support if I needed assistance. But it's precisely because their customer support did not help me on call that I wrote an email. As you can see, I have been sent on an endless loop.

It seems IFB's customer service is so poor that rather than addressing your complaint, you end up with even more complaints!

Thank you
Zainab Motiwala
khozaima@zamtek.com