LG Electronics — New Premium Refrigerator not working

Address:

Coimbatore, Tamil Nadu

I purchased a SxS fridge on 1 Nov 2013 from MGB Electronics, Coimbatore. The fridge stopped working on 7 July 2014. Chronology of the events is given below: 7 July 2014 - Fridge stopped working 7 July 2014 - Called[protected] for service support. The support person informed that the system is not working and will call back with 2 hours. 7 July 2014 - The service desk called back at 11.10 pm and the call got disconnected. No further call was received. 8 July 2014 - Called[protected] again and raised a service request # RNA[protected]. Were informed that some would attend to it immediately. But no one attended. 8 july 2014 – Contacted the dealer MGB and he gave the contact number of Mr.Mohandas.[protected] Called Mr.Mohandas and requested for service support. 8 July 2014 – Mr.Mohandas deputed a technican by name Mr.Muthu[protected] in the evening. Mr Muthu informed that there is some block in the fridge and it has to be taken back to their end for service. It would cost around Rs.8000/- but will be covered under warranty. When will it be taken back? No answer as it would be informed to us by phone. Again, we had to wait for the service team to say when it would be picked up. No answer again. 9 July 2014 – Went online, registered the product and raised one more complaint. Copy enclosed. No actions happened from the service team. 10 July 2014 – Called the helpline[protected] again, Mr.Ganesh and asked for help. Received alternate number to call and follow up. He gave the following numbers # [protected], [protected] and [protected] of Ms. S Jayanthi. None attended on the continuous efforts made to these numbers. Finally, got a call from the local service station stating that they will pick up the fridge for service on 11 July 2014. KEEPING THE FINGERS CROSSED TILL THE PROBLEM GETS RESOLVED I have the following questions: i) Why should a customer wait for 5 days to get a service attended. That too for a product like Fridge, without which the kitchen is almost closed. ii) We went for a premium fridge(?) from a reputed company. Did we make a false choice? iii) Why should a fridge like this fail and if at all it fails, why is this lag in service. THIS IS TOTALLY DISAPPOINTING!