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Escalation on LG Electronics -Split Air-condition – Problem with just over ONE year of PURCHASE

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Location/place: Vaishali/Ghaziabad

Name of company/service: LG Electronics Split Air-condition

Dear Sir / Madam,

I had purchased LG split Ac on 3 April 2011. Within a year of purchase, the AC started giving trouble (no cooling). On lodging the compliant on 3rd June, 2012 (request no. RNA 120603034445), the engineer visited our home on 14th June, 2012; please note that the Company puts fancy promise of resolving the customer complaint within 24 hours and 4 days; however the problem was still unresolved.
Again, on 17th June, 2012 I called the customer care to escalate this request no. RNA 120603034445, however the customer care executive opened a new complaint (RNA 120617090660). The visit was done on 21 June, 2012. I would like to mention here that second visit was made after we did repeated follow up/calls at different levels of escalation Matrix; Mr. Pamposh Krandu, Sr. Manager 9873001314 / Pooja Mathur 9811354152 (Manager).
Engineer said that there is gas problem and within 24 hours another team member will visit and resolve this problem.
Now such is a state of affairs with this so well known, so reputed Company that neither anyone visited from LG nor anyone at their office is picking up our phone calls. I, the customer, whose requirements are supposed to be met by the Company, is suffering through this agony of just running from pillar to post in search of solution.
In such a weather condition, where all my family including my old and ailing in-laws and infant kid are suffering and are deprived of liveable conditions because there is no one to hear my plea.
I wonder today the customer is the most cheated, most ill treated and most agonised class.
Just wish and hope the some forum hears our plea and bail us out with the trap of the business minded Company who forget their duties and responsibility towards serving the customer from who they earn their bread and butter.
I once again request, the concerned authority to take quick action to resolve this long pending request.
Kindly contact us as per undersign contact details.
Thank you,
Rgds,
Atul
Thanks and Brgds,
Atul Nautiyal
III-A/157A, Sector-3
Rachna, Vaishali, Ghaziabad (UP)
Mob: 9810961375 / 9999438436
LL : 0120 – 2774757

Comments

11 responses to “Escalation on LG Electronics -Split Air-condition – Problem with just over ONE year of PURCHASE”

  1. Yogesh.R Avatar
    Yogesh.R

    Greetings Maharajan,

    I am yogesh and this is regarding the worst service which I am receiving from LG after purchasing a Air Conditioner. I Purchased A/C from Viveks showroom mylapore on 1st of May 2013. It was installed on 3rd of May 2013 and it worked only on that particular day and later than that it never worked. We called up the Support and registered the Issue and the case no was RNA 130509085307. The rep gave a time frame of 24 hrs to fix the issue. Next day when we called up to track the status it was said that the person who spoke with us registered the complaint as the Demo and installation instead of Repair. So another complaint was registered and provided a case no which was RNA 130510021440. Also we were said that we have the call the number 26245617 for our Area.

    When we called that number they gave another number to contact which was 64549187 or 64530431 both the numbers were ringing no response. Again we called the Customer support and informed the same then the rep gave another number to contact which is Hiffi Solution and the No is 04442879064. but the number was ringing no response.

    Next day we called up Customer Support and they provided the Asst.Manager Bharathi Devi contact no : 8939655218. But the number was either busy or ringing no response. Again we called Hifi Solutions and they said that a tech called Yagoof will be attending by 4 pm.

    No one turned up till 4pm so we called up the support once again and the rep said that he is attending a customer near our place and he will be attending us soon. No one called up so again we called and asked for the tech Yagoof mob no : 9962575582. when we called up the tech he said that he is in his home and no one informed to him about any service more over he said that he is not the right person to attend the Kolathur Area.

    We called up support again and asked for the manager contact info as they are giving a run around. The rep gave the manager info named subramani and no is 9962575582. When we called him he said that he is not the manager for our area and he gave another manager info whose name was srinivasan and no is 9962550061. We called him on Sunday eve and he said he is on off and assured that he will look into it next day once he goes to office.

    Next day we called him and said that a tech will be attending today but no one turned up so we called him once again and he said that he does not belong to our area and also added that still he will help us and said a tech Yagoof will be attending us and the tech came on May 14th evening and found that a cable was not fixed correctly during installation. He fixed and Compressor was running. Later when which we tried and it is runnin for half an hour to one hour then it starts emitting the hot air and the compressor stops running.

    We called up the tech Yagoof on 16th and he said he will attend the case in the eve but he never turned up. On 17th may we registered a complaint the rep said she will register it as well as asked to check in JET MODE. We tried and it was not working so when we called up once again and found that the pre tech never registered any complaint. Later this rep registered the complaint and the no RNA130517097582. As usual they said it will take 24 hrs and till now no action was taken. When we called today they are providing the Asst.Manager Bharathi Devi number which was provided in the first week and she never picks up. Reps refusing to connect to the manager and says we will receive a call and no one calls back. We also registered complaint with the VIVEKS Showroom on 14th with case number 597048 and on 18th with case no C000003908. Those people never take any action and asking to call LG Support. So final outcome is everybody wants to give a run around and nobody wants to take a initiative and fix it.

    So this is what I am requesting now. I need the A/C to be fixed once for all and it should never come up with any issues here after as it’s a brand new product and never worked since it was purchased. If it’s not fixed or once again if I have any issues I am definitely going to escalate it to the next level and I will surely reach the top level escalation or even to CEO unless I get it fixed or a replacement . Thanks Much.

    Receipt No for Purchase : R1121320336

    Purchased from: Viveks Showroom.

    DOP : May 1st 2013

    DOD : May 2nd 2013

    Date of Installation: 3rd May 2013.

    Complaint No’s from LG :

    1) RNA 130509085307(May 9th)

    2) RNA 130510021440(May 10th)

    3) RNA 130517097582(May 17th)

    My Info :

    Yogesh.R

    9445143461/9444549466/9962732680.

    No : 71/3, F1,First Floor, Graha Lakshmi Flats,K.K.Nagar Extn,Kolathur,Chennai – 600099.

    Regards,

    Yogesh R

  2. Tejinder Singh Avatar
    Tejinder Singh

    To LG Service Team India,
    We had lodged complaint on ‘3rd May,13’ to get repair our LCD TV 42″ on Toll Free no. and got the complaint no. “130430067032”. They sent technician named Peter (from “UTTAM SERVICES , Address: SCO 63, SECTOR 46C, CHANDIGARH ,CHANDIGARH,CH,160047”) to look into the fault and took two (2) parts from the LCD stating that it will be checked at service station. Then they took one weeks time and later on they said that that one of the part is not available with them and will bring it from Gurgaon office.
    Then after repeated visits onto their office, they took whole LCD to their service station to get it repair. But now they told us that company has stopped manufacturing this part. We have bought this LCD TV ‘two and half years’ back costing us 65,000 and had high hopes from such branded company to get good after sales service. We are repeatedly visiting the office, but till date we have been kept in dark what is its status.

    We are very much perturbed to visit again and again. Please look into the matter personally and advise us the status and instruct the concerned office to rectify the fault at the earliest, We request you to please cross check that whether in reality that part is not available and provide us the resolution at the earliest.

    Regards
    Tejinder Singh
    9872139555

  3. Geeth Varghese Avatar
    Geeth Varghese

    I had lodged a complaint on the 17th June for my Refrigerator ( RNA 130617097781). Over the last 2 weeks I have been following up with the engineer to get it repaired but without success. He keeps giving me excuse of 1 to 2 days later every time i call him. Also I dont know who keeps cancelling my complaints and lodge a new request and i am not informed about. My guess is that somebody is closing the tickets to save the SLA. Could you please get my issue resolved ASAP as today after following up and talking to a manager I was told after 2 weeks that the part that was to be repaired cannot be repaired and needs to be replaced and that also will take another 3 days. Could somebody help to get this resolved.

  4. Mohammed Jaleel Avatar
    Mohammed Jaleel

    We have purchased a front load washing machine and it has been 10 days now.
    But unfortunately no one has come for demo and installation purpose.

  5. karthik Avatar
    karthik

    i have purchased 2 Samsung LED TV on 1st jan and the sales executive have said that Samsung is providing DVD player as a complimentary for the LED TV. Also they have forced me to go for Samsung and not for LG. I am Ok with the product, but still i haven’t received DVD player from Vivek’s. I have reached the branch many time but no response and the way they have responded at the time of purchasing the product is completely different when they answer my quire of the complimentary product. I hope customer care is just to attend the call but no use of it, they have no information on anything. Better viveks can close the customer care so that they can save some money from their capital.

  6. Samir gohel Avatar
    Samir gohel

    Dear sir,
    I have purchased mentioned AC from flipkart and AC was delivered to me on 9th July but nobody is taking responsibility of the installation of the product. I have called almost 15 times to flipkart number 18002089898 and everyone new commitment was given to me which got never fulfilled .so on 19th July I called to LG toll free number 18001809999 and they provided meDear customer RNA150718046057 is given to DELIGHT SERVICES 9909020850
    . Ask Engr. to show REPAIR/DEMO Checklist for total Health check up of Product. Also commitment was given to me that u will receive call from our concerned department and your AC will be installed without any charge. As per this I received call from delight but they are not ready to install my AC without any cost and asking me charge of 1000 Rs. So at last I have called Mr. Jadeja on on 8980806536 and he has not picked my call so text me for msg only. At last he said thatYou have purchased from flipcard. So you have contact flipcard only.
    We have already announced by media that we will not provide service of online purchase product. This kind of harassment I am facing from last 10 days even after spending 33000rs.
    I want to ask few questions to flipkart and LG.
    1. Do as a buyer I made biggest mistake that I made purchase through flipkart?
    2. Do I made biggest mistake that I have selected LG Brand
    3. LG is not selling right product online to the customer in the era of ecommerce that they are unable to provide services to customer?
    4. Flipkart don’t forget that you have such market share because of we only and if u feel that we can’t to anything against u than you are false impression?

    I want compensation for mental harassment cause to me and refund of my money.

    And if need be I will go to consumer forum and will take the help of social media to make it open both this fraud company.

    Samir Gohel
    9725506036

  7. sathyaraj Avatar
    sathyaraj

    Hello Sir,

    As a final point I had lost all confidences with LG Customer service and technical team .Hence I decided to write it down to you,

    This is Sathya from Marai Malai nagar and I have mentioned my house address below.I just want to explain you what happened exactly and what made me to be an unsatisfied customer

    Plot NO:82,LIG,NH-1,
    Kalaivanar street,
    Marai malai nagar
    Kanchepuram district-603209

    I was using LG-washing machine(Top loaded,fully automatic) which i bought just two years back and it was running good.Past week,i faced a problem with it and i registered a complaint about it through LG customer service.Complaint number is RNA150810019268 dated 10.08.2015

    But i didnt received any response for one day and after that the service centre guy came to my home and had a look on my washing machine.After checking he confirmed it was a problem with Ghear box at bottom and he explained its a very rare issue and it will not occur usually.Also he estimated amount to repair as Rs.4000-5000 approx.

    I felt irritated on hearing the problem and i cannot tolerate such a big problem in my washing machine with in 2.5 years.Hence after discussion i talked to service centre chief(Best service centre,chengalpet) and the guy who spoke to me was not at all listening to my concerns and i cannot accept the irrespective way he responded me.

    Hence again I registered a new complaint about it throguh LG customer service explaining all my concerns.Complaint number is RNA1508120099935 dated 12.08.2015.But there was no response for my complaint and hence i called LG customer service for update today.But now they saying my complaint was closed and updated like service centre guy came to my home and attended the issue.

    I just want to confirm here that no one had came to my home and no one spoke to me even in phone.

    As a customer,how i can accept such a big issue just within 2.5 years of my purchase? NO way,i cannot bare such a big amount again for my washing machine.I have referred all my family members to buy LG product as they have good reliability.But finally i realized LG sell defective products most of the times.

    1) Whether its a known problem in LG washing machines?

    2) Whether LG company hiding these kind of problems and selling it to customers?

    3) Whether LG gave me any defective or old product?

    4) How come you guys close my complaint without informing me? Are you guys cheating customers ?

    I have all my bills with purchase details.I want LG to take necessary action on this issue and i want my product to be repaired soon.

    I have no concern even if it takes a week to get the issue fixed but do provide me an alternate solution..! I would highly appreciate if you could please look into this and figure out the best possible outcomes..!

    Looking forward for your kind consideration and expecting a response and necessary action from you..!

    regards,
    Sathya.M
    9884697510

  8. Mohammed Ali Avatar
    Mohammed Ali

    Hello Sir/Madam,

    I am existing and hard core customer of LG. My house has all the home appliance and electronic of LG. We have bought washing machine, Micro wave, Fridge, Music System, two LG mobile and Two Television (One 42 Inch and 32 Inch). But recently because of some issues i am very unhappy and completely unsatisfied. We bought two Television (One 42 Inch and 32 Inch) on the same day but the 42 Inch Television got some issues which was bought on on April 4th 2012, Bill No 10452 and Inv # CWH-129 and reference no YEL2-6 but got some issues a month back. We called LG customer care and an engineer visited us finally after repeated follow ups. It was advised by your engineer that the mother board is damaged and need to replaced with the new mother board and he will call us after 10 days but we never got a call even after 15 days but when we followed up there was no one to give a satisfactory response instead, we were given different phone numbers and contact person again and again to contact. Finally we got in touch with Ramesh D and after few interaction with him, he advised that the mother board production is stopped and after few days he advised that we need to go for a new televsion of LG and a Rs 26,075 will be given as a waiver. Which i feel is pathetic and disgusting customer service after sale. Either your company should repair my Television which wont cost me more than Rs 10,000 or you should offer me more amount and i feel 26,075/- is far less as i bought the TV for Rs 74.500. If this is not resolved to my satisfactory, i am not going to buy any LG product and i advise to all my known people not buy LG products and also update the same on social networking sites and spoil your company name.

    I hope you will call me soon
    My complaint number RNA150919088812

  9. deepak Avatar
    deepak

    Frustrated with LG AC and services They do not want to accept that my product id faulty and continuously repairing it Same problem reoccurring again and again within month according to issue cycle They have eaten my warranty period Every one was forcing me to purchase extended warranty When i did not purchased it they offered me that they will do it FOC basis if same issue occur.

  10. Saurabh Avatar
    Saurabh

    I purchased a LG 6.2kg top load fully automatic washing machine in month of sept 2017, which has a 2 year warranty.
    Yesterday i faced an error while using the machine, PE error, i contacted LG customer care and a service engineer visited. He said before coming to my house that this issue might be because of rats chewing the wires if this is true there would be a service charge of 599 rupees, i agreed to this. But when he came and opened the back cover of the machine we saw a dead rat lying there. And there was no damage to the machine wires or the machinery.
    He cut the wires to bring out the dead rat, for this i have to pay the amount 599 rupees
    My concern is when there was no damage caused by rat, the wires were cut by the service engineer. why should i pay for the damages caused by the LG service engineer.

  11. Ameya Mahulkar Avatar
    Ameya Mahulkar

    Dont buy LG Television.
    My LG Cinema 3D TV which I brought in 2012 worth ₹ 70,000 was suddenly not switching on few days back. So immediately called LG customer care and told them to attend my issue and solve or repair. On 3rd November servive guy paid a visit at my place. He informed me that there is some issue with the motherboard and needs replacement so he said he will call and check. I was surprised and shocked when the service guy told me that motherboard is no longer available with LG and we cannot do anything so you have to buy a new TV. Service Guy told me that you can directly tell LG and they might help you with this, So i escalated this issue to LG Customer Care. I received call from LG customer care and the executive told me that sorry we cannot help as we do not have spare parts available for the particular model as the model is discounted and we cannot help you further as you have brought this TV 7 to 8 years back. I was just shocked to hear such casual response which i got. All my previous televisions lasted easily above 12 years and even got good service even after so many years and then I brought LG TV with huge expectations that too for much higher price thinking it will last good and even LG will give good service. But now i am at loss as LG dont have motherboard available and LG is telling me easily that you have to buy new TV. Means i need to throw this as a trash..I would never ever recommend LG to anyone as the service is very poor. If you bring TV from LG buy only if you are ready to buy new TV after 6 years as they wont be having spare parts and you will have to throw away your costly Television. No use of even escalating the issue. I am really helpless.

    RNP201102031525

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