[Resolved]  LG - Window Ac S.no: 903nlpq000496, Lwa5hw2dd1 — 4 months old AC giving intermittent issues-no service from LG Customer Care

Dear Sir/Madam,

This is to bring into your kind notice that I Capt Varun Singh Malhan has purchased a window 1.5 Ton AC with S.No: 903NLPQ000496, LWA5HW2DD1, AN49DN1(IN) from LG Showrooom, Karkhana Rd, Secunderabad on 1st Apr 2009.
Since the time I have installed this AC, I have been facing problems, for which I have contacted LG Customer Care no:[protected], and from them, forget about customer satisfaction, I have received only the complaint id’s & false expectations of repairing my AC issues . Detailed description of all the problems is as follows:
Problems
1) S9C[protected]Complaint id on 8th Apr 09): As soon as I installed my AC it started leaking, and was making loud intermittent noise, it filled my room with water and then started switching on and off itself.
I immediately called Lg Customer Care and they gave me the above mentioned Complaint id and promised an engineer visit for next business day.
Next Day an Engineer named Mr. Raju with a mobile no([protected]) appeared and told me that I have to tilt the AC in upward direction and cover it with a ply board to avoid the loud noise problem and for Automatic Switching on and off issue he said that, Since this AC is automatic, this happens in every new AC.
As a new customer, I believed his words and signed on his resolution sheet, because he assured me that if next time also the same thing happens I can call him anytime for the service and he will come immediately.
2) S9C[protected]Complaint id on 26th May 09): The problem was not completely solved, noise issue was consistently disturbing my newborn babies sleep, and then AC was not giving any cooling effect. I again called Mr. Raju, he came and removed all the screws of my AC and said now sound will not come and since there is dust in the front panel of AC it’s not giving cool air, so he cleaned the dust and said 1st service is over please sign. I did so, thinking that the issue is resolved.

3) S9C[protected]Complaint id 30th May 09): After few days again the problem started, I again called LG Customer care and complaint as AC was making loud intermittent noise, I was having guests at home and they were making fun that my AC makes louder noise then there Cooler. I consulted few of my friends who use similar AC and they told me that this kind of a noise never comes from there AC, I again called Mr. Raju, he told me that he has given the complaint to his department and on 27th May 09, there team will come to pick this AC, as they need to replace the gas leakage component, in the company itself. I agreed on his words and waited whole day but no one turned up. Then I called LG Care again and after 2 days LG Onsite Engineer came with his assistant in the evening i.e. On 29th May 09, He told me where is the AC placed, I showed him the way and thought he is confident enough and night solve the issue-But….Instead of solving my issues he increased my problems:
a) Even before solving the problems he filled his resolution sheet and told me to sign on it, I refused and told him to fix the issues first.
b) I live on First flr, and it’s a window AC, which I have put on my window by providing an Iron Rods extension to it like a stand : I told the engineer that it’s on a stand be careful while taking out the AC but he immediately pulled it out, My AC was about to fall because of his negligence.
c) Somehow I managed to save my AC from falling down and breaking into pieces and taking help of my 2 helpers.
d) Because he pulled it out roughly, entire body of my AC from top, bottom, left & right, it was scratched badly. He also broke my plywood cover and wooden stand which was on the iron stand to tilt the AC.
e) The engineer covered all the scratches with the newspaper and tape, thinking that scratches are not visible by me and put the AC back on the stand.
f) After waiting 2 hours on this hassle he created, he couldn’t solve the cooling problem. He just started blabbering on usage of remote of the AC. He also said the same thing that since this AC has got automatic on off system, it will get off itself.
g) For my intermittent noise issue, he asked for coconut oil, when I gave him the bottle of parachute oil he put it in the machine and told me that this will solve the noise issue for now. Then I asked him that will this occur again he said it might come, then I asked him should I also use coconut oil then he said that it is harmful for the AC, then I scolded him that why did he used it. Then he said to fix the problem temporarily he has done so.
h) Since the noise problem was intermittent, I requested him to wait for some more time to check; he refused and said already he has wasted his time in fixing the first issue with this AC-he was in a hurry of what???God knows!
i) Then He and his assistant forced me to sign on their resolution sheet, I refused because none of my issues were resolved by then, I asked there ID’s & names, and to horrifying my experience with LG, they told me that LG doesn’t provide them any id cards, and they also refused to give there full names.I got a doubt wheather they are actual LG Engineers or not, I asked their managers name and contact number.
j) He gave Mr. Shrikant/Mr. Anil’s number ([protected]), I called them and explained them the entire issue, Mr. Shrikant said he is a Sr. Sales Manager and he promised me that he will send a Senior Engineer named Mr. Qasim tomorrow ie. On 30th May, I again waited and infact wasted the whole day, no one turned up.I again called the other day, and I got the same answer- I called LG Customer care and spoke to Mr. Uday, wasted one hour on phone explaining him the issue, Iguess he was sleeping on call, I requested him to speak to a manager but he assured me that I will get a call from his manager in 5 min, Alas no call till today (29th Jul 09)Since then I am waiting for an engineer who can fix this issue, and have made severl calls to customer care, but all my efforts are gone in vain.
k) LG Customer care is least bothered about my issue, they have not even tried giving a callback atleast once.
l) There engineers are not even qualified engineers they are simple mechanics who knows how to open an AC but doesn’t know how to fix it.
m) These engineers don’t even know proper English or Hindi, when they cannot understand the customer how will they solve anyones issue.
n) I then went and bought a cooler to beat the heat of Hyderabad, shameless LG has still not called.
o) I did not sign on his resolution sheet thinking that some on emight call to know why it I sunsighned but no one cares in LG .
4) S9C[protected]Complaint id 17th Jul 09): My AC is born with intermittent sound issue which is more than a cooler, its leaks sometimes and make my room a swimming pool, its not taking load and again switching on and off itself within 10 mintues interval of time, and on top of that it started giving out bad smell, which makes the entire environment dirty. I had to call LG Customer care again, thinking this time atleast they will give some good resolution, they promised an engineer visit, no one turned up its over a week now. Called again spoke to Mr. Bala-he promised the same thing. Waited for another two days, same Engineer Mr. Raju turned up, He again opened my AC Door and said some parts are not there with him to fix it, he will get it in half an hoiur and he will come back, I waited the whole day but Mr. Raju has not come yet.called again, spoke to Mr. Bhaskar, I requested him for a manager, he told me none of the managers have come to the office today, he guaranteed me an engineer visit, but no one has turned up.

5) S9C[protected]Complaint id 27th Jul 09): Called LG Customer Care for the same issue, they said someone will come to pick my AC on their vehicle, its more than 4 days now no one has turned up.

6) S9C[protected]Complaint id 29th Jul 09): Called again and they have promised a pick up today, I gave them so many chances and told them that if this time its not fixed I will go to the consumer court, LG Team has no affect of this also. They are least borthered about anything.

I seriously need your help to fix this issue at the earliest, As now I need a New replacement for this window AC S.No: 903NLPQ000496, LWA5HW2DD1, AN49DN1(IN) and a compensation for sleeping in this hot weather with your non working AC and suffering and getting mental torture from your unqualified and ill mannered onsite engineers and going through the trauma of calling your LG Customer Care and getting humiliated by hearing same answers without any resolutions and taking pain of listening bad words and funny jokes from friends and relatives regarding this Cooler, I mean AC which sounds like a cooler, else guide me to approach the Consumer Court and appeal for justice for the same.

Thanks & Regards,
Varun Singh Malhan