[Resolved]  LG Electronics — Pathetic After Sales Service-LG Washing machine

Address:

Thane, Maharashtra

I had written a complaint to LG on 7th July.

I got the following reply on 7th July but there has been no reply or action taken after that.

Dear Customer,



We acknowledge your concern & forward it to our branch office in order to take an immediate step in this regards.



To help us serve you better, please provide us your valuable feedback, on our service ID [protected]@lge.com.



Thanking you and reassuring you of our best services always.

Please find the original complaint:
From: Farookh Ahmed [mailto:farookh.[protected]@idea.adityabirla.com]
Sent: Wednesday, July 06, 2011 2:33 PM
To: [protected]@lgindia.com; cco.[protected]@lgindia.com
Subject: Pathetic After Sales Service



We had been a very satisfied customer of LG for the last 10 years but my recent & not so recent interactions regarding the LG front load washing machine has left a very bad taste in the mouth. We have a LG TV, a DVD player and even a LG microwave. We had also upgraded from a LG Semi-automatic washing machine to a fully automatic washing machine and we were supposed to upgrade our fridge to LG 3 door & a LG LCD, which I don’t think will ever happen. We understand any electronic product would require some maintenance and after having such bad experience with the LG After Sale services for our washing machine, we assure you that we will explore other manufactures.



We had purchased a LG front load washing machine model no. WD[protected] SP/NP/TP on 03/05/2008 from Reliance Digital at Vashi, Navi Mumbai. The product was covered under their AMC as we had purchased the same from them and we had been told that it’s the LG technicians who would be assisting us in case of any trouble that occurred.



On 01/01/2011, we had logged the 1st complaint with Reliance, the complaint no was [protected], and the error at that time was “FE”.This also had taken around 5-6 days to get resolved as the transformer was faulty and they said the part was not available with LG.



Hence we decided to renew the next AMC with LG directly so that such issues can be avoided, which inspite of follow-ups has still not been done.(We are told today that there cannot be any AMC as the product is more than 3 yrs old.To be precise 3 yrs & 2 months as he has received a mail last week from LG)



The product again gave us an error “PE” on 13/06/2011 for which we had registered a compliant on 14/06/2011,Complaint no RNA[protected], which was attended to immediately the next day on 15/06/2011 by Mr Satyawan.We was informed there is a issue with the Spersor sensor which was replaced and we were given a bill for Rs 600/- + Service tax of 350/- with a guarantee of one month as they did not have the required papers to renew the AMC at Vashi LG service center.



On 20/06/2011, the washing gave us the same “PE” error and We called Mr Satyawan informing him about the error. He checked the machine and informed us that there is an issue with the PCB part which was a error of the Reliance technician. We were asked to call the LG customer care and log a complaint so that he would order the part from the company which would cost us around Rs 2000/-.The second complaint no was RNA[protected].



Inspite of regular follow up with Mr Satyawan, our washing machine was still not repaired.



We finally called up LG customer care on 02/07/2011(complaint no RNA[protected] and escalated the matter to Mr Anupam Pandey, who assured of his best services.



On 03/07/2011, there was a con call between the LG customer care, the service center and myself where Mr Sandesh Sonawane from the service center had assured the he would personally get back to us with details which never happened. Mr Satyawan had called the same evening informing that the part has been ordered and they have still not received the same so that my machine could be up and running.







Ultimately today 6th July 2011 after 16 days our washing machine was repaired & the entire front panel replaced by LG and we were charged Rs 3919/- for the same.



So in a span of 20 days we have had to spend around Rs 5000/- on our washing machine.



It’s not the Rs 5000/- that we are so bothered about but the shoddy manner in which the after sales service has been done.



We feel cheated & helpless that a repute MNC is taking the customers for a ride.





Thanks & Regards,

Farookh Ahmed

Phone: [protected]