[Resolved]  LG Electronics — Faulty Refrigerator Sold to Customer

Dear LG Customer Service Representatives, I had bought a 479 GSXD4 LG Refrigerator (Serial Number : 304PRZZ059093) on 13-June-2013 from S K Mall Dealers in Aligarh, U.P, at a cost of 50, 000 Rupees. Immediately after the purchase the refrigerator was found to have cooling problems within first week. I had brought into the notice of customer service of LG. There was no response after registering the complaint and after continuous follow up for 15 days the technicians arrived. The visiting technicians had diagnosed that the capillaries were blocked. It took more time as they said the required part was not available and later they changed the capillaries and assured that this will not happen again. The dealership had conveyed that this may happen due to mis-handling in transportation but now that it has been repaired it should throw any problems to us. While we were very skeptical of the fact that we are using an appliance which is problematic being new. We had also requested the dealership on changing the product immediately as we do not expect a 50, 000 costing product to be delivered with cooling fault. They somehow kept dodging our request and we accepted to use the appliance after assurances of proper functioning in future. But the same problem had started to show up again and is on extreme now. The product is under warranty and may again require repairs. My serious concern is on the fact that the product should have been changed the very time it was developing problems in the first week of purchase itself, and now that it is developing the same problems over again what is the assurance that we will not be bothered again in future. We did not spend our hard earned money (50, 000 Rupees) for a product which starts to give you problems from day one and the problem keeps recurring. It is highly UN-ETHICAL and UNACCEPTABLE. Why should I accept product which is technically not fit from the very purchase time and will continue to throw problems and expense leave alone the time and efforts inconvenience caused in follow-ups with customer service. The warranty will end in a month and then we will be bearing the burden of repair expenses as well along with the pain of owning a 50, 000 Rs. product which was delivered to us with an existing fault. The ideal way should be to change our appliance with new appliance of same model and maintain the standards of customer service image that led us to buy an LG product. We are highly di-satisfied with the way the dealer has push-sold a faulty product to us just for his benefit. I have lost faith in LG products due to this bad and painful experience after spending a premium cost. My last hope is from LG directly and this is the very reason that I am approaching LG with a hope that my complaint will be resonated in a JUST and FAIR manner with IMMEDIATE RESOLUTION by Replacing the appliance failing which I will be forced to take the matter to Customer and Public Forums. I am not at all prepared to accept this state of mal-practice and victimization of customer. This is a clear befooling of customer and misleading of customer to drive him towards bearing a faulty product at a premium cost. I request the LG customer service to please consider my request and process the replacing of my Refrigerator with another one of same model. I would look forward to an expedited processing of my complaint and resolution of the same. Why should a customer be VICTIMIZED after spending their hard earned money and be TAKEN FOR GRANTED. Best Regards, Shahbaz Khan [protected]