LG Electronics India Pvt Ltd — Pathetic service assurance team

Address:	Jodhpur, Rajasthan, 342005
Website:	www.lg.com/in

Respected CEO and other Senior Members of LG Electronics India Private Limited.

I'm an honest tax paying citizen of this Country and vide this message I would like to share my experience with other tax paying citizens of this Country to make them aware about how the gigantic company as that of LG Electronics, who claims themselves to be market leader treat their customers, who have fallen to gimmicks of LG Electronics.

It was in Nov. or Oct. 2011 when we decided to purchase a LG 32 inch LED TV. We were of the opinion that we should only go with leading brands, inspite of the fact that we would be required to pay premium of the product, but the quality and after sales services would be good. It was not only the LED TV which we decided to purchase, we also went ahead to buy microwave along with LED TV.
The LED TV worked fine for all these years with minor issues, which we accommodated, however our bad time started from 25.10.2015, complaint was lodged to LG Customer Care Centre number bearing complaint id number RNA[protected]. The LG service engineer visited our premises and conveyed that there is some issues in mother board or chipset, which need to be replaced and these days none of the item in panel is repairable. We conveyed our acceptance and the only request was that kindly expedite the process. The engineer conveyed that the spare part is not available locally and need to be procured from Delhi, thus might take some time. "However, I never knew that some time means 7 days."

It was only on 30.10.2015, when my old aged parents conveyed me that they have not heard back from LG Electronics, I called up LG Customer Care number explained them the scenario that I'm based out of Mumbai and in jodhpur which is my native place, it only my parents staying. For them television is only source of entertainment and means to stay connected with day to day happenings in other part of country. Therefore, I most humbly requested them that kindly expedite the process. It was then I was apprised that the company have stopped manufacturing the spare part in question, for the sole and absolute reasons know to Company and the local representative of company shall contact me to let me know what are the alternatives.

It would not be out of place to mention, in present era of digitalization, where Company's have automated their systems and specially the gigantic size of company like LG, ideally be having best technologies at their disposal, took 7 days to actually realize that the spare part in question, has been stopped by Company. This in itself shows the seriousness of employees who are entrusted with task to resolve customer grievance in turn is mirror image of company's intention to cater to needs to customer.

One of the local representative made call to me, who's name I would not like to disclose (for no other reason but for mere fact my issue is not person specific but with the Company) made me aware I have to go for new product only and present product value is 15%, meaning thereby that I can get setoff of approximately 3.5K in lieu of buying new product which would again be in the range of 30K to 40K. I had a simple question, if the spare part was available then what is the fees that they would have charged to me, the answer was 4 to 4.5K. Again the fraudulent attitude of Company can abundantly be seen that for them a small chipset would cost four thousand and they are willing to buy back a product which was defective for no fault of customer in dearth cheap rate of 3 to 4 thousand.

It took me 6 days to make people in LG convince that the so called policy of LG is incorrect and against the mandate of law of the land. And that, whilst I'm not shying away to pay the price of new product but they should offer at some reasonable price.
It is noteworthy that my only continuous and consistent request to Company was kindly expedite the process, let me know the differential price payable and get the new product installed. All in vain, it was only on this 7.11.15, when I finally reached Jodhpur, on occasion of Diwali that I visited their local office (Service Center) met the ASM, he said amount payable is 26, 510/- and I need to pay the same right then and there and should share screenshot of funds being transferred to LG Electronics Account.
Now the best part of the story and heights of arrogance that a company can have, in spite of receiving entire amount as demanded by them and I have still not received the new product, as the product is supposedly being shipped from Jaipur, which is hardly 4 hours' journey and it is over 80 hours and still counting that they are in process of receiving shipment. If the Company's intention was to actually redress there customer grievance and given the situation wherein Company have taken enormous amount of time and making move at their sweet will in an ideal scenario, they could have offered the product from their vendor and could have gone ahead with internal adjustments, which something is not illegal our out of industry practice.

But it is noting mere ego of gigantic company that how come a normal level of customer have decided to raise voice against them, thus under the garb of one process or the another, which we have usually heard in case of government organization, who also now moving out of this redtapism disease is only trying to ensure that they harass the customer to its maximum.

Story of harassed customer by an insensitive and most un-consumer friendly company.

Regards
Akshay Garg
+91-[protected]