[Resolved]  LG Electronics — RNA[protected]

Address:

Mumbai City, Maharashtra

I wanted to raise this compliant to the highest level in the management of LG Electronics India Ltd. in order to make them aware of the miserable state of affairs within your service and call center functions. Since last four days I have been requesting your call center representatives to connect me to some one senior in the head office since the local representatives of your company are absolutely incapable and are least bothered of the concerns of the customer. I am based out of Mumbai and had bought an LG washing machine from Kohinoor Electronics, Malad, Mumbai. On 20th December 2014 I had raised a request for installation of the machine (RNA[protected]. This was the beginning of my ordeal with this miserable corporation. At the time of booking the request I was given two numbers of the service centre which was supposed to process my request. From 20th Dec 10:15 am till 21st Dec 11:00 pm I tried to contact on both of these numbers over 100 times. Yet the calls were either being cancelled by the person on the other side or they only kept ringing. I was informed the turn-around-time for responding to the request is 24 hours. This turn-around-time was also breached. Finally I received a call from your Technician (Mr. Sanjay) at around 2:45 pm on 21st. He told me that he will be at my place by 4:00 pm. Hence I called my wife, who was then in Dadar, and made her travel by cab for almost an hour so that she could be present while the demo for the machine was being provided. No one turned up till 5:00 pm. I then tried to call Sanjay a number of times but he was not picking up my calls at all. Finally, at 5:47 pm I called up your call center and asked them to connect me to the supervisor of Sanjay. I also told them that I had a flight to catch for US and would need to leave my place latest by 10:00 pm. I was told that someone senior would get in touch with me as soon as possible. In the mean time, at around 6:15 pm, due to the escalation of my request Sanjay finally called me. He told me that he had been to some other place and would be late coming to my place. I told him as well that I wanted to speak to his senior. He told me that his senior will call in 5 minutes. I never received any calls after this. To make the matters worse even Sanjay stopped picking up my calls. I called up the call centre again. This time they told me that no one would be able to contact me since the service centers are closed for the day. On my repeated insistence they finally managed to share with me the contact numbers of two of the seniors in service department for Mumbai. One was Mr. Shekhar and the other was Mr.Praful. Mr. Praful did not pick up any of my calls in spite of me trying over 30 times to connect with him. He was very much available on the line since he used to talk to others while I used to call him yet he had no interest in talking to me. Mr. Shekar did pick up the call but told me in clear terms that he was HELPLESS. Due to all the above-mentioned delays I was forced to re-schedule my flight by a day and in the process had to bear a loss of Rs.8, 000. At 11:00 pm I had to go to drop my wife to Dadar and come back. The above is the story of only DAY 1. The experience which I went through in the coming days is more frightening and miserable than the above. I have spent over 40 hours talking on phone to your call center guys and service center guys over this period. I had to again re-schedule my flight the next day and am still stuck in India since the issue has not been resolved. I would need to connect with SOMEONE SENIOR in your HEAD OFFICE since your guys here in Mumbai do not deserve to be spoken to. I would like to give a complete description of all the issues encountered by me during this period, like to know what is the solution which your seniors can offer me and also what is the action they have taken / intend to take against a number of people (over 15 of them so far) who have been responsible for all the ordeal I am forced to go through. SPECIFICALLY, I want to know what is the action which LG Management intends to take against two of their call center supervisors, Mr. Supratik and Mr. Javed who have crossed all the possible limits when it comes to deliberately harassing the customer so that he is forced to disconnect the call. I am willing to share all the evidences which your management may require; I have over 40 hours of voice recording of the conversations that I have had with a number of employees of your company. You can also find some more details in the two complaint numbers: VCA[protected] & VCA[protected] Can someone urgently call me on +[protected] or +91 [protected]