LG Electronic India — Split AC Problem/ Inefficient & Arrogant Customer Care

Address:

Ernakulam, Kerala

We purchased two LG air conditioners on 18th May 2015 form Pittapillil Agencies, Kochi, Kerala, India At the time of initial installation itself one of the air conditioners had a defect and this was corrected 2 days later by refilling the gas. However the same unit developed a cooling problem again, which we reported to LG customer care on 08th Aug 2015 which was registered under the complaint ref no: RNA[protected] . A technician turned up, checked the unit and went back promising to come back. On 13th Aug we followed up on the complaint and we were informed that the first complaint was showing OK status on the system, and so we have to register a new complaint. We did as advised and a new complaint was registered RNA[protected] dt: 13th Aug 2015. We were contacted by the technician again but he never turned up. We followed up on the complaint again and on 16th Aug we were informed that the complaint had been cancelled without our knowledge. Since then made numerous phone calls to different members of your service team and after a lot of hollow promises, a technician finally turned up today 25th Aug 2015. He removed the AC (breaking some roof tiles in the process) and started installing a new condenser he had bought (Photos attached). However the unt still had leakage issues and he was unable to repair it. He then said he was taking it for repair. We objected saying that we need to get the unit replaced, since numerous attempts to repair the same had been unsuccessful. He then contacted his superior officer who also maintained that they have to take it for repair and that they did not have any stock for replacement. It has to be noted that during these interactions the attitude of the technician was extremely rude and impolite. In the meantime we received a call from LG customer care, who said that they had stock and they can provide a replacement within one day. However, the technician and his superior officer denied any knowledge of this and insisted on taking the unit away for repair. Mr. Ramachandran, LG Area Service Manager had contacted us at 9.45am on 27th Aug 2015. On his request, we agreed to have the unit repaired at our home itself, by installing a new condenser instead of taking it away for repair. Mr. Ramachandran promised to call us back to follow up on the same, but till this time there has been no further calls from LG. Since Mr. Ramachandran failed to keep his word, we are now not willing to settle for anything less than a replacement of the unit. If this does not happen within a week's time, we will be forced to take legal action through Consumer Courts. In short, even after 21 days of the first complaint, the issue still remains unresolved. It is clear that we were delivered a defective unit and now the LG service team is behaving as if they are doing us a charity. It is appalling that a company of LG's status has such an inefficient after sales service system. I would appreciate if you could advise me what I should do to get the problem corrected