[Resolved]  LG / Split AC — defective LG split AC

Address:

Uttar Pradesh

Date 12th of April 2010
To,
Customer Service Department,
LG Electronics India Pvt. Ltd.,
Plot No 51, Surajpur Kasna Road,
Greater Noida - 201306 (U.P.)
Telephone Number[protected]
Sir / Madam:
Subject: Defective Split Air Conditioner Supplied
I, Sarita Singh, resident of C-12 Sarvodaya Nagar, Kanpur – 208 005, Mobile Number [protected], purchased a split AC of LG make on 15/04/2009, from SITI Electronics, 117/109-C, “M” Block, Kakadeo, Kanpur (Mobile Number [protected], [protected]), vide Invoice / Cash Memo number 499 dt 15/04/09, Copy of the invoice under reference is attached herewith for your reference. All the payment had been made instantly at the time of installation (AC cost Rs 24990, Stabilizer Rs 3800/- and installation charges Rs. 1700/-). AC model number as mentioned on Invoice was LSAL4W2VFI and as mentioned on delivery challan LSA5UW2VFI, which one is correct is not clear to me; kindly refer to annexure 1 & 2 for correct model number.
My agony had started from the day one;
1. I got the Air Conditioner installed in my room at first floor, having dimensions 12x12 feet sq having height of 10 feet.
2. I bought split unit for two purposes- 1) silent room 2) no water mess out side of room. But both got defeated as the serviceman who landed for installation installed the external unit just on the back of wall carrying internal unit (almost positioned like window AC), citing the reason that if there is distance between external unit and internal unit cooling will be less. He misguided me purposefully either to save his work or he new before hand that AC was defective and wont cool the room properly. Now my room is noisy and it was mess just outside my room. If bucket is not put at the water outlet water travels into theroom.
3. On the very first day of installation I had realized that AC was not cooling properly; not even like an ordinary desert cooler. Air temperature and air flow were so significantly dismal that even if you were sitting under direct air from AC still you would sweat. That needed no special skills or instruments to judge the performance of AC. AC unit supplied to us was defective, and that was quite clear from observations and output parameters.
4. I started complaining about the AC to the dealer from where I purchased. Dealer kept on assuring me that he will send engineer from LG; still if nothing works he would exchange the unit with similar model and satisfactory performance.
5. Initially I lodged complaints with dealer and dealer got the mechanics sent form LG (as communicated by dealer and visiting mechanic). All the mechanics kept on saying that nothing was wrong with the unit but they also acknowledged that AC was not cooling at all.
6. Afterwards I directly called on LG call Centre (0522 –[protected] but nothing could be got fruitful. Again mechanics of low expertise visited us during odd hours adding to our inconvenience. But none had anything new to tell or any remedy. But all accepted that AC was not cooling properly.
7. After my repeated complaint calls dealer offered me to change the piece. We instantly accepted the offer. After a month or more, a series of complaints dealer changed the piece. That changed unit also did not work and cooling was miserable. After a few days I noticed that changed model was not the same as the originally installed model. Units were hanging high hence I could not notice what was written on the units. But from remote control device I observed that new remote control unit had less functions (without flap too) than the original remote control unit. But neither any difference sum asked or returned. New unit model number as printed on body LSA5UW2AS1.
8. Performance of new unit was absolutely miserable and changing of model done no good. Again a series of complaints had started from my side to the dealer and LG Call Center. Number of crude and low expertise mechanics visited no had any correction mechanism. When I adamantly insisted to take the temperature of air out put directly at the vents that was too high as compare to other units installed in my house. (it was 15+ at the vents while other AC’s had 8; and that readings were taken by the gauge carrying by LG Servicemen)
9. The whole 2009 summer ended up in hot. AC was of no use. Now frequent visits of crude mechanics were adding to our woes instead of doing good. None was finding anything wrong the unit but they had no answer to non cooling of AC.
10. I am a working woman hence I had to take leave of absence from my job to entertain visiting mechanics. Over a month of 2010 summer has gone no remedy appears to me. I had ended up loosing Rs 30000/- for AC but still live in hot room.
11. I attempted number of times to know the contact details of any one competent who could find remedy or arrange a visit of any competent AC engineer who could take decision best in my interest; but neither from dealer nor from LG call centre I could seek any such contact details; in fact both were intentionally hiding the same. The persons so far visited my house were simply buying time (waiting for lapse of warranty period) and looking after the interest of the dealer or LG. No one was least concerned about the fact that I had thrown a heavy sum for the facility what I was not getting. The simple remedy was to change the defective piece with the properly working piece of the similar model which I had paid for.
12. From Internet I could collect some of the addresses; I am writing this letter if any good solution could be found to my problem.
Looking forward to find a quick response from you. I am not sure whether there will be any redressal of my problem or not; kindly ensure that this does not happen to anyone else. First purchasing an item of comfort then following up for defective performance then no remedy; how annoying it could be one can easily feel the anguish.
Sincerely yours;




Sarita Singh
C-12, Sarvodaya Nagar,
Kanpur – 208 005
+91-[protected]

Copy to:
1. LG Electronics(I) Pvt. Ltd. , 537, Hari Kunj, Keshav Nagar, Sitapur Road , Lucknow , 226020
2. The Presiding officer, Dist Consumer Forum, Kanpur – 208 001
3. The President, Uttar Pradesh State Consumer Disputes Redressal Commission, 2A/1, Rana Pratap Marg, Lucknow (U.P.)
4.
5. SITI Electronics, 117/109-C, “M” Block, Kakadeo, Kanpur – 208 001