[Resolved]  LG Electronics — long pending refund on bad product

Address:

Bathinda, Punjab

hello please refer all my previous complaints and latest RNA[protected] & RNA[protected] dt 03 Oct 14. i had purchased Refrigerator (model GL-305VV5, serial no 108NRKA068405) on 01 Sep 2012. I also paid for three years extended warranty in 2013 for the same. This Refrigerator had been "serviced" at LG workshop five times in last 2 years, other then "gas filling" at my home 3-4 times. Finally, The Service head (Mr Gurinder ([protected])) at Bathinda, Punjab had acknowledged that my refrigerator has some internal leakage, which is beyond local / economic repair and has initiated the mail for replacement of "defective product" . All original documents were collected from me on 09 Oct 2014. and as discussed with him over phone on that day, he had assured that a refund would be sent to me via cheque within 7 days (ie by 16 Oct 2014). Point to note here is LG customer care has Mr Gurinder and his mobile no as highest officer to resolve my problem, who generally is too busy to pick up calls and/or reply to msgs/mails. when ever he picks up (after my numerous calls) he gives me some next date with lots of reasons like holidays (diwali / guru parv) or office procedures. we discussed this issue a no of times thereafter. I had also requested him to get the refund done before Diwali (22 Oct 14), so i can be benefited by offers / sales in diwali. Around 20 Oct 2014 he requested for my ID proof . I really didn't understand as to why was my ID proof required when LG had my "original bill" (which is enough for proof of purchase) and a cancelled cheque (which also had my name), after 10 days of submitting the documents (why couldn't LG check the documents in initial two three days). But, understanding his situation in front of his higher management and "office rules" i simply forwarded it. I had also sent a copy of my passport (So they don't ask for an address proof later on...after 10 days) On 28 Oct i again sent an email to Mr Gurinder and an online complaint to Customer care, LG that even after submitting my id and address proof, i had not received any revert from him / LG. My mail to Mr Gurinder had remarks as "I have been trying to contact you, however, it seems you are occupied with some priorities so you aren't able to accept my calls or revert back to my calls / msgs... i am sure you would appreciate how difficult is it to live without a refrigerator, specially when you have 1 yr old baby at home. however, i have been patience enough to hold on, for last 20 plus days (after submitting the documents) and actually more then 25 days (after you verbally agreeing that refrigerator needed to be replaced 03 Oct 2014), not to mention the monitory loss which occurred due to missing on Diwali offers." However, he was too busy to reply!! finally i could speak to him a day after and again he gave me a next "sure shot date" of 06 Nov 14. Again on 04 Nov 14, i sent him a "reminder" sms but he didn't bother to call back!!! Today, on 06 Nov 2014, first he asked for an hour to call back (mind it...i had to call back as he is too busy again) and when i called he simply gave me another date of Saturday (08 Nov 2014), with another mobile no of some CCO (Customer Care Officer) at Ludhiana as Ms Kamal ([protected]). These are heights of LG product Quality and customer care 1. LG Gave me BAD product and refuse to accept it for 2 years!! 2. When cornered and accepted the fault, LG took time to collect the refrigerator from me (LG DIDNOT collect, it was me who had to get it dropped to them, whereas as per service terms they are supposed to take it from my home) 3. The refund which was supposed to be processed with in 7 days, has already taken more then 35 days!! 4. Reasons for delay aren't justifiable (holidays / office procedure)??? does LG count off the warranty for off days?? or cut the salaries of these employees as they didn't work on that day?? 5. Worst part...Not even Circle head is responsive enough / has curtsy to call back himself and update. as a customer it is me, who runs behind him and then also he takes hours to pick calls and never replies emails/ sms / calls back!!! i want LG to introspect and tell me 1. who is responsible for my loss for sooo many days?? 2. what actions are being taken for the harassment caused by LG Service team? 3. When is my refund being delivered to me? and what amount are you going to add up to already decided 22700/-, as interest and compensation to harassment and agony. Bhasker Saxena [protected] [protected]