[Resolved]  LG Electronics — LG LCD TV 42 inch_ In extended warrantee, but no resolution is been provided as part discontinued

Address:

Pune, Maharashtra

Please do not ask me to again email on your [protected]@lge.com because I have done that several times and I only get a response sating that some one will look into it and resolve in 48 hrs. No one calls nor resolves. The local area service center officers are more to the pain. Please some one call from a complaints addressal board or HO after looking at this complaint. Hello Team, This is in regards to my ticket numbers; RNA[protected] RNA[protected] RNA[protected] My name is Pratik I am a very happy LG user, be it a phone or a TV. This issue, which is now I am raising as a complaint is for a 42” LCD TV which I bought late in the year 2008. Original invoice scanned copy attached. After the extended warranty got over after 2 years of purchase I bought another one year LG promise warranty for some 4600/- (approximately) I don’t remember the exact amount now. I bought this warrantee last year in the month of Aug, I believe. So now my LCD TV is covered under manufacturers warrantee. In the month of Dec 2013 I complained that my TV’s display screen have developed some black patches over all the four sides and at times a horizontal line flashes after continuous use of 4-5 hours. So to report this issue I called the customer services and they assigned this case to your service center. The Service center guys came home, checked the TV and conformed that there is a problem. He promised to get the display replaced. I gave him a photo copy of my warrantee so he could place the part order. After waiting for 15 days as committed, the ticket was cancelled. Don’t know what reason. I again called your call center and raised a new ticket. This time the service center guy did not come at all and the ticket was cancelled stating that there was no one at home. In the month of Feb I raised a new ticket., your service center guy visited and took down the complaint and asked for warrantee copy to place the part order. He asked me to wait for the part to arrive in 10-15 days. In about 15 days my ticket again got cancelled stating that the part is discontinued. (Not my fault, and not my problem) When I asked the service center guys he said that the part is discontinued and he can’t get my TV fixed y changing the display. But as a work around he said that LG will pay me the cost of the display which costs around[protected], so I can use that money to buy any other LG TV. I denied to take that offer because I had paid for the warrantee and as per LG promise it is LG’s commitment to resolve and make sure that my 42”LG LCD TV is in fantastic working condition. To this he said this is the only option, I take it or leave it. After thinking for couple of days I told him that I am okay to go with the only option I am left with. After my confirmation this guys enthusiastically asked me to handover my original invoice copy of my TV purchase. He said that it is necessary to raise this claim with LG. I told him that the device and the original invoice are purely customers property and hence I found it inappropriate to hand over this copy to him. I called customer service to complain about it and they said that I should not be handing over the original copy, a customer only has 100% rights as that is the only evidence to prove the ownership. Next day the service center guy agreed to proceed with my case with a photo copy of invoice. The real drama starts here… Now the service center guy asks me to go to a LG store and choose a new TV and tell him the model number. Which I did. I told him that I would be interested in a 28 inch LED TV (28LN5155) costing 21900/- NLC and 24000/- DP. He made his calculation and asked me to wait so he can check with LG head office. After a day he came back to me with the amount LG will compensate. He asked me to make a DD or an online payment of 14000/- against the dealer price (DP) for the above model. He said that once I make the payment of 14000/- LG will add another 10000/- and deliver the 28 inch LED TV (28LN5155) at my home address. I had a debate with him that why are you guys charging me with the dealer price when it should be the NLC, but he told me that I should take it or leave it. (as if I made a mistake by buying LG tv and on top of that buying warrantee) This guys was making me pay on top of the warrantee I paid, but I was still satisfied that I will have a new TV as LG was passing on the display cost to me so I can but another TV. And then I was shocked when this person said that when the new TV will be delivered the OLD TV will be takes away. This was a real shocker to me. I bought the 42” LCD for 60000/- plus warrantee for some 4600/- after paying so much, instead of repairing my TV, he asked me to pay another 14000/- for a 28” and take away my old TV?????????? This is outrageous. How can one take away my OLD TV when you have done anything to resolve the issue with the OLD one. If LG would have carried out the repair the cost of part was anyways [protected], so instead of LG spending on the part you gyts are passing on that to me on new TV purchase, so why would one touch my old TV. I have asked this guy that I will be making this complaint official and will take this to all the higher levels. IF not resolved I will take it to fair trades as well. I want some senior to look into this matter as a matter o[censored]rgency and importance, because this entire episode is going on since December 2014 and the way I was treated all this while was worse than dirt. For a company like LG our entire family never expected this kind of treatment for their customers. As a resolution I am clearly requesting the below, I will be happy and content if one of the below is worked out as a resolution; 1) Replace the faulty display 2) If the display is discontinued and you cannot repair the old TV. Replace it with a new 42” LCD/LED TV. (my TV is a 42” LCD TV). You can take the old TV at the time of new delivery. But this has to be a 42” only. 3) If you do not agree with point number 2 then provide me with a new 28” LED TV free of cost. In this case my old TV will still be my property. This is not a replacement, but a compensation for all the trouble you guys caused and failure to adhere to the LG warrantee promise. Regards, Pratik [protected]