[Resolved]  LG Electronics — LG Service mixed up a paid panel replacement, by fixing a substandard panel

Address:

Erode, Tamil Nadu

Summary: LG support Center in Erode charged Rs 7,900 to replace a broken LCD panel for a new 26" Jazz TV. The charge was accepted, the panel was replaced, but it was found that the replace panel was not an IPS panel as in the model, it was of a lower technology and there was a serious picture quality issue of violent signal disturbances. The complaint was logged, but the service center evades acknowledging the mess up, but I am given to understand that a mess up has occurred at the service center.

From: [protected]@gmail.com
Date: Wed, Oct 6, 2010 at 10:18 PM
Subject: Re: Problem with an in-warranty, but fully paid replacement of an LCD panel.
To: [protected]@lgindia.com, [protected]@lgindia.com
Cc: [protected]@gmail.com


I have received an odd response from your company by way of an sms message from VM-LG Care "Your service requirst C10A 0424488 is closed (Reason: Customer will call again. ) If you need any further assistance pls SMS "Service" to[protected]. 05 12 pm 05 10 2010, after three weeks after of waiting for further action.

Why would I do that after such a long and vivid email message that states my position clearly? Are you expecting me to start all over again with a new service request with all the history of this communication discarded?

This is irritating.

Date: Sat, 2 Oct 2010 21:04:42 +0530
Message-ID:
Subject: Re: Problem with an in-warranty, but fully paid replacement of an LCD panel.
From: xxxxxx
To: [protected]@lgindia.com, [protected]@lgindia.com
Cc: [protected]@gmail.com
Content-Type: multipart/alternative; boundary=0016364eed18c9b27c0491a40c15


It is nearly three weeks since your service Managers Saravanan and Sesadhri
from Erode paid a visit to my premises, their explanations on the issue of
fixing a substandard ordinary panel in place of the IPS panel was vague. It
was strange that your service personnel tried to argue about the features of
an IPS panel to suggest that what is installed is an IPS panel, and it the
same time wondered if the original TV came with an IPS panel. The
third argument was that the replacement was as per part number. In the
middle of the visit they called another one of their colleague the Area
Service Manager? who also tried to convince me with the same confusing and
conflicting arguments. None of them were willing to admit the mix-up that
occurred at the parts despatch / replacement.

They were told very clearly again that:

1. This model of Jazz came with an IPS panel, but the service center took
the full payment and replaced the broken panel with a panel of an older
technology.

2. Even this lower technology panel appears to be either a defective one
or a possibly used one. There appears to be some serious quality issues
with this panel. Occasionally there has been violent electrical
disturbance in the lower half of the panel, earlier mistaken to be caused
by the satellite signal, but now distinctly noticeable as due to some
defect in the panel.

They were asked to replace the panel with an IPS panel as paid for.

I waited for another week and then called Saravanan to remind that I am
still waiting for the replacement of the panel, no action is taken yet.

In the meantime, the issue of signal disturbance on the panel (due to the
possibility that this is a used/defective panel) is making the TV unusable
for most of the time.

Replace the TV immediately, with the components as in the Jazz model bought,

xxxxxxx

On Wed, Sep 1, 2010 at 3:22 PM, wrote:

>
>
> Dear Customer,
>
> Thanks for sharing your concern with us.
>
> We have forwarded your issue to the concerned branch office so that an
> immediate step can be taken in this regard.
>
> To help us serve you better ,please provide us your valuable feedback, on
> our service ID [protected]@lgindia.com.
>
> Thanking you and reassuring you of our best services always.
>
>
>
> Thanks & Regards
> Roopa Panwar
> Customer Service Dept.
> LGEIL- Head Office
> Greater Noida (UP)
>
> xxxxx
> com> To
> [protected]@lgindia.com
> 08/31/2010 07:07 cc
> PM
> Subject
> Re: Problem with an in-warranty,
> but fully paid replacement of an
> LCD panel.
>
>
> My Postel address is[protected]
> Phone Number xxxxxx)
>
> Thank you.
>
> On Tue, Aug 31, 2010 at 5:22 PM, wrote:
>
> Dear Customer,
>
> Thanks for writing in to us.
>
> In order to assist you with your enquiry, we require your Postal address
> and contact number, so that we can do the needful.
>
> Thanks & Regards
> Shweta Puri
> Customer Service Dept.
> LGEIL- Head Office
> Greater Noida (UP)
>
> xxxxxxx<
> [protected]@gmail.com>
>
> To
> 08/31/2010 12:24 PM [protected]@lgindia.com
> cc
> [protected]@lgindia.com,
> [protected]@gmail.com
> Subject
> Problem with an in-warranty, but
> fully paid replacement of an LCD
> panel.
>
> Hello
>
> This pertains to an LG Jazz 26" LCD TV, bought about three months ago at
> GV Audio Vision with the customer name as Dr ----- /
> (phone number on record xxxxx). There was a
> problem with the LCD panel, but as this was treated as a damaged panel,
> we had to pay for the panel replacement ( about Rs 7900 ) and did so and
> replaced the panel through your service center at Erode three weeks ago.
>
> 1. This model of Jazz came with an IPS panel, but the service center took
> the full payment and replaced the broken panel with a panel of an older
> technology.
>
> 2. Even this lower technology panel appears to be either a defective one
> or a possibly used one. There appears to be some serious quality issues
> with this panel. Occasionally there has been violent electrical
> disturbance in the lower half of the panel, earlier mistaken to be caused
> by the satellite signal, but now distinctly noticeable as due to some
> defect in the panel.
>
> Please replace the panel with an IPS panel as paid for, taking delivery
> of the TV at site, and deliver the TV back at site, since this is an
> issue with your service, which has also caused us inconvenience.
>
> I called your service center and spoke to Mr Seshadri, the Service
> Engineer who replaced the panel, but did not receive a satisfactory
> response. It is wrong that you have substituted an IPS panel with an
> ordinary panel, which also happens to be defective.
>
> Please replace the panel by a defect-free IPS panel, ASAP, with the least
> inconvenience to us.
>
> Thank you.
>
xxxxxxx