LG Electronics — Breaking part during service. Worst service.

Address:

Ahmedabad, Gujarat

Dear LG, I am a valued customer of LG and has been associated with this brand since long. I am having following LG products at my home. 1) LG TV CRT 2) LG TV LCD 3) LG Air Conditioner Model No: LSN5CP5AF6 AN48DVM 4) LG Washing machine. 5) LG Conventional Microwave. 6) Also had LG mobile phone. (Out dated now). I had my Air conditioner and Television under AMC until July 2014. (Continued AMC since I purchased AC.) So you can see how much I trust LG so far and have been associated with this brand. Each consumer electronic product in my home is LG. So far my experience with LG was excellent. 14th April 2015, I called customer care and asked for AMC for my AC and also service for the same. Complaint no RNA[protected]. An engineer named Mr. Hitesh (Mo. [protected]) reached my home within few hours. I was told for Rs. 550 service charge to which I agreed and he started servicing. He was only cleaning the filter so I had to ask him to do proper service after which he did open the shutter and did proper cleaning. Before and during the service the strip for Auto swing was working properly. Once he switched off the machine and manually moved the strip. During that or some other operation, the strip was broken and after he finished service it was found that the Auto swing was not working. He said that the locking mechanism was broken and he tried to fit it using tape but couldn't’t. After which he tried to go away directly, to which I asked him to fix things properly as he can’t go leaving things non-working which were working properly before service. He said that the part is not available. I asked him its not my fault, the part was broken during service so he has to manage. He has asked he will check for other compatible part and will come back with it and service call will be kept on while it is available. So he left after that leaving his mobile number. I expected to service complaint to be kept open unless it was solved but to my surprise it was closed after few hours. Today morning I tried to call him but call was not picked up also. After that I called customer service Executive Ms/Mrs Nisha Niyan ([protected]) and told her whole situation on 23/4/2015. She also told me that she couldn't’t help me out as the part is not available. I am surprised to hear such answers and such service from LG. After that I put complaint on LG's facebook page, (thought of giving one more chance before going public since I love LG so far). My complaint number is RNA[protected] for that. I have contacted Mr. Rajesh ([protected]) and he has conveyed to me that since the part broken by the service engineer is not available, they will take back my ac and will give me 10-15% depreciation value. This is the most ridiculous policy I have heard. Just look at this, I have a working 30, 000+ valued AC. Your engineer comes, breaks part of it and asks give us back your AC and take 3, 000-4500Rs. Or just continue to use it without that part (Without swing in AC.). Readers please imagine this situation, you have one excellent car worth 10 lac rupees. Its 4 years old but in perfect condition. You put it in service. The service guy breaks headlight bulbs. Now interesting part is, they say that they don't make any more same model headlight bulbs, so now either give them whole car and get 1lac depreciated value or run the car whole life without headlights. I am in the same situation. LG is not even able to change parts which are linked with the flap broken. (Providing swing.) This is the worst Customer service experience I have so far with LG. I have been promoting LG as brand to my family and friends but after this I really have to rethink. Kindly solve this issue and don’t tarnish the brand LG with such service. Thanks, Sachin Shah LG can contact me from RNA[protected] and RNA[protected]