[Resolved]  LG Electronics Pvt. Ltd. — Poor quality of customer service

Address:

New Delhi, Delhi

In mid August, 2013 my fridge stopped working & gas was refilled. The refrigerator stopped cooling on 7 Sept 2013. During the engineer visit I told engineer that the gas had been filled in August. However he insisted that it was gas leakage & the filter needed change. A few days after this repair, the fridge stopped cooling again. A different engg came who said it is problem of gas leakage & this time fridge would need to be switched off for 24 hours to clear a blockage in the gas pipe. After 24 hours another engg came & said gas filling person would come next day. That day I escalated the problem so an engg (expert) was sent. He said problem is in the thermostat & changed it on 20th Sept. My fridge was effectively off for 48 hours. Again a few days later fridge stopped cooling again. The engineer who visited, said fridge needs to be switched off for 24 hours so that he can check problem. When I refused to do it, he agreed to see if the problem could be diagnosed same day. When he saw the back of fridge he said the fan which cools the compressor has stopped working so its motor needs to be changed & came next day (30th sept) and replaced the motor. A week later, on 7th Oct the engineer who visited said the thermostat replaced earlier (on Sep 20) was of an incorrect model so needs to be changed. I was asked to switch off fridge so that part could be replaced. On 8th I escalated problem again & had to make calls to have engg visit at time promised. This time again, a different engg visited. When his opening statement was "what is the problem" i made another escalation call asking if he is carrying the reqd part. The thermostat has been replaced again today (8th Oct). Again I've been promised there will be no problem after this. So far I have had multiple service engineers visit, who to me appear to lack the basic understanding of the problem & are doing hit & trial, since the problem is not getting resolved. Im very kindly assured that I will not have to pay service charges however they fail to understand that the cost in terms of having to discard rotten food is much higher, not to mention cost of my having to run my room AC round the clock to preserve raw vegetables & fruits!! The only positive in this whole episode has been that the engg comes within 24hrs of registering complaint. Im told that on escalation my problem is being discussed & then engg sent. However, as a customer Im extremely dissatisfied since my problem has not been resolved for a month now!!