I wanted to share this pathetic experience I had while getting an accessory I bought with IFB Washing machine. It is a hose adapter, which is used to connect the washing machine to a regular house tap.
It is made of plastic and rubber. The rubber end which gets connected to the tap broke due to usage after about 2.5 years. Now, I have to replace it with out which I cannot use by Washing machine.
Now starts the whole story. I placed a request with IFB. 3900 4321. The first call was attended by a girl. She was very cordial, got all the details from me, and promised that it will be immediately addressed. Good God! I thought . finally I see one support which is as expected.
I had given by new address as well as my new phone number. She pleasantly accepted it, saying she will update the system. After that I started counting my days, though my wife was asking almost everyday what is the status. Please see that, our clothes are consumed, and at a verge to either wash everything by hand or use the same dirty ones.
Living in one of those houses, where you don’t have facility to hand wash your cloths, that option is ruled out and we tried our creativity to put the broken adapter in use by putting some cello tape around it. We ended up using three times water, due to leakage.
Also, the washing took half a day due to poor water inflow. Pressure was mounting, and I thought I ask the customer support again, what happened to my request. Here I got in the vicious loop, I am still to get out of it, as of this writing.
This resulted in a routine call to the support daily for the past ten days. Once a very’patient’ guy escalated my complaint to his manager. He, very modest speaking, who attended the call, with an aura of ignorance asked me repeat my request.
By now, I am used to repeat it with a very good fluency, though my English is not very fluent while speaking. I might have repeated the same words to at least five people by then. The pattern is really similar. The call center guy takes up the phone, and true to the rules in the book he is very patient.
I have seen all through my emotional exchanges, the guys kept their cool and sticking to what they are "told" - "I am sorry sir!". By now it is twelfth day. Back to the routine, now I start my emotional "discourse". Those guys apologize. Pattern repeats, The issue gets escalated.
Finally which results in another telephone number to me to Enquire about the adapter. Today is Friday, the fifteenth day. Till now, I have made two calls lasting 15 mins each. Again a promise, that I will get it today before 6:30 PM.
Waiting for the adapter to come to make by way back to home, which other wise will be a starting of a "yet another" disgraceful week end. IFB Support - Thank you for making me a person who could stand any adversaries of life - since I don’t think there could be anything else which can challenge me like this!