LG LCD Monitor Model # W1643c — After Sales Service

Address:

West Bengal

LG After Sales Support SUCKS....!!!!!!!!!!

Hello,

I would like to bring to your notice that, I purchased a LG LCD monitor, model # W1643C, on 1st July 2011. When I stated using the product I found that there are some minute dust particles inside the screen which cannot be cleaned externally, hence I called your customer support number at[protected] and reported the issue on 21st July 2011, I was given the complaint number RNA[protected].

After that I did not get a call or anything from your end till 27th July 2011. So, I called up again on 27th July 2011 and spoke to one of your CSR at[protected] and to my utter surprise I was informed that the complaint has been canceled or closed as the local service engineer who was allotted this complaint was not able to contact me, this was completely a false statement as I was never contacted. However, the CSR logged a fresh complaint, number RNA[protected], and guaranteed me that this time I will surly receive support and a service engineer will call me within next 24 hrs.

I received a call from one of your service engineer the following day, 28th July 2011 around 10:45 am and he informed that he can come for the service only after 4:00 pm that day, 28th being a weekday and a working day from me, I was not able give him that time for his visit and also informed him that since I and my spouse we both work, it will not be possible for us to skip office and stay back till 4:00 pm. Instead I requested him to schedule the visit on Saturday, which is an off day for me. Your service engineer agreed to that and ensured that he will visit on Saturday, 30th July 2011, and also confirmed that he will call me in the morning on Saturday to confirm the appointment timings again. He did call me in the morning on 30th July 2011 and we agreed that he will visit around 3:30 pm to 4:00 pm. I waited for him till 4:30 pm but unfortunately your engineer did not show up.

So, under the circumstances I called him on his mobile and I was shocked to hear from him that he will not be able to make it before 5:30 pm as he was stuck with some other work, though I informed him during our earlier conversation that I have to go out for some urgent errands by 5:00 pm. So, I pledged him to visit during any working day in the coming week within 11:30 am to 12:00 pm and inform me about his visit so that I can inform my office and request for my late arrival in advance, to which he agreed. But, shockingly I have not received any communication from your end or from the engineer since then.

Hence, I again called up your customer support today, i.e. 18th August, 2011, and spoke with Mr. Raju, one of your CSR, and informed him the entire incident. He informed me that my earlier complaint (RNA[protected] has been canceled again with the notes from your field service engineer stating that, “The customer’s time does not suite the field engineer’s schedule”. Now, my question is:

1. Am I supposed to oblige your field engineer with his suitable time or should it be the other way round?
2. Do you consider this as ideal customer support, “We're Here to Help”, that you so boast about in your website?
3. Under the circumstances will you consider it unethical and unjustified if I take this issue up in the consumer forum?
4. Is it not justified, if I claim reparation for the much aggravations and sufferings that you have caused me and for the waste of my valuable time?
5. I understand I may be a very small part of the huge customer base that you have in India, but still is it unfair to ask for such small co-operation from a company of your stature?
6. Incidentally, today during my telephonic conversation with your CSR, Mr. Raju, I repeatedly requested him to escalate the call to his supervisor but amazingly my request was turned down with the information that the supervisor is too busy with some other work and does not have the time to attend to a customer on the phone. Is this how an inbound customer support call desk functions?

I would appreciate, if you take the pain to answer my questions. However, I have again reported the same issue and given a complaint number RNA[protected] and was ensured that one of your field service engineers would positively visit this Saturday, i.e. 20th August 2011, after confirming the visit over telephone within the next 24 hrs. Now, with the kind of experience that I had till now from your customer support or after sales support, I ensure you that, If I do not get support and proper service from LG by this Saturday, 20th August 2011, I will surely take this up to the consumer forum and will do whatever is possible within my humble capacity. I request you please not to make this anymore uncomfortable, as it already is, on both our parts.

Regards,
Indrajit Chakraborty
Kolkata,