[Resolved]  LG Washing Machine - Wft7519rs — Wasing machine -under warranty not working since 22nd August 09 till date

I purchased a LG Washing machine for my aged parents Senior citizens over 75 yrs of age from Vijay Sales -Mumbai last year on16th of Oct 08.
The Spin drying stopped working on 22 nd of Aug 09 and complaint was lodged -WIC 82200872
The complaint was attended after continues reminder calls only on 2nd Sept 09. (new complaint no WIC 83506042 was given )
One Mr.Zafar -Service technician of LG attended the complaint and said Hanging rods needs to be replaced and it will take 2 days to get the spares.
Then on 4th Sept Zafar returned with a set of rods for replacement and fitted the same and took signature of my father for job completition without checking the full machine for sometime under operation.
The very day on use of machine the spin drying operation was found to be not working .
Another call was made to the Customer Care center and they gave complaint WIC 90600783 and call was attended on 7th Sept 09 after repeated reminders.
Mr.Abdul Sattar -another Service Technician was send who had to be explained all the problems and case history . He said the Gear box needs replacement and dismantled the machine pipes etc and said will be back next day with the gear box.
There was no news from anyone for 3 days and my father made another complaint to the cell -WIC 91105148.Then Abdul Sattar came and replaced the gear box but did not take any signature on job completion on the Job Card .
On the 16th Sept 09 Mr.Sanjay Pawar -another Service engineer attended the call and studied the machine for 2 hours and reported that the Control panel and the motor needs to be replaced and the same will be arranged by him in two days. He also said if after replacing these it does not work then machine will be replaced and left. No signature was taken on the Job Card on the status of the complaint from my father again.

After that my father had to make a call every two days to Sanjay Pawar enquiring about the spares and he would reply it has been ordered and awaited. He reffered him to call up Mr.Ram Upadhaya a Senior service Engineer and speak on the complaint. Ram informed my father the spare will come in two days time and till the 30th of Sept nothing had happened .

Finally my father gave up and informed me on his frustration with the service rendered by the LG Customer care cell .
I wrote a mail on 30th Sept to the LG Service cell at Noida on the complaint giving the details anfd they reverted saying complaint reffered to the branch office in Mumbai (on the 3rd Oct 09).

I also called up Mr.Swapnil -Service Manager at the Service center as per information given by the telephone operator and spoke to him on 30th Sept 09. He said will immedtely attend to the complaint and gave me Mr.Murli- Service engineer- contact no who would visit on the same day.

No Service Engineer reported and next day I again called Swapnil and he said two parts are awaited and on 2nd Oct they will 100 percent resolve the complaint.
No one called on 2nd Oct as well and I spoke to Swapnil on saturday 3rd Oct 09 and he apologised and said the part has been arranged from Bhiwandi and will be arriving soon and Technician will be send by evening.

Nothing happened till sunday noon when I personall went to the LG Service center at Sakinaka and asked for Swapnil . Security said please wait and checked with him inside the showroom and returned and said please wait he will come in two minutes.

Instead Ram Upadhaya comes and meets me saying the part has just come in and he will send the Technician along with us to repair the machine now.

I insisted on having a replacement machine instead on doing all these trails specially since in another weeks time the waranty would be over and there was no use if this fails again.
I asked for Swapnil and Ram went inside the showroom and returned in few minutes saying Swapnil has left . ( which was a clear lie as Security had confirmed he was inside ).
I then spoke to Swapnil on his mobile no and told him this was unexpected from Service personnel specially from companies like LG .I also told him I had made this mistake of trusting the brand and purchased a LG TV and also LG FRIDGE for my parents in the last one year .
He and Ram assured me that if the part replaced this evening fails a replacement washing machine will be given. Ram also recommended to have AMC with LG Service center which costs only 1250 Rs which we could take to get service in the coming months.
We waited till 8 pm in the evening to get the parts and two Technicians came in seperately .One Mr.Sudhir Gupta who arrived earlier had no clue of the complaint and asked me for the nature of complaint and what was the issue while the parts were being send seperately thru another person.

Finally the parts arrive and Sudhir checks the same and says the Control panel is not matching and Motor does not need replacement.

We are totally frustrated and irritated with the LG Service Engineers and complaint cell.

We now want a refund of the money spend on the machine as we have lost trust in the brand and its service capabilities.

Please help me find a solution to my complaint .

Suresh Kutty
B-302 Nikita Apartments
End of Military Road,Bamandaya pada,
Marol,Andheri-East
Tel no[protected]
mobile no [protected].